Mastering Customer Service with Training Acronyms:
A Look Into Our Approach at the Café

Welcome back to the chronicles of my entrepreneurial journey! Today, I am diving into the world of training acronyms—a topic that won't be for everyone, but I do believe it offers some valuable insights for those interested in effective training methods. If you've been keeping up with my vlog, you know we've launched the Coffee Shop Café business. I'm thrilled to report that, despite the teething challenges of any new venture, our first week of trading has gone remarkably well!

Starting with a fresh team, everything is new—right from our processes to our interactions with customers. In such an environment, it can be chaotic. You’re constantly tweaking, iterating, measuring, and repeating the cycle to achieve continuous improvement. Our team is fantastic, and their enthusiasm is contagious. However, it's crucial that we train them effectively to ensure that the information we provide sticks, especially when they already have so much to remember.

One technique I've found invaluable over the years is the use of acronyms in training. For those unfamiliar, an acronym is a word formed from the initial letters of a phrase, making the information easier to recall. For our customer service process at Café Highgate, we've created an acronym: HELLO.

Here's how it breaks down:

1. H - Hello: This stands for making sure that every single customer is greeted with a warm "hello" as soon as they walk through the door. It's our first point in delivering excellent customer service.

2. E - Explain: This step is about explaining our counter service process to new customers. If they’re dining in, they need to know how to proceed—pick a table, check the menus, place their order at the counter, etc. It prevents them from feeling awkward or unsure about what to do next.

3. L - Loyalty Card: We offer a loyalty card that’s free of charge. The idea is to encourage repeat visits by making it clear how they can benefit from our loyalty program. We ask for their name, but no emails, ensuring privacy while still allowing us to track their purchases.

4. L - Log: This is where we log the customer’s order and details into our system. It helps us reward our most frequent patrons with discounts and other perks, thereby enhancing their overall experience.

5. O - Over and Out: Finally, we wrap up the interaction with a sincere thank you and a hope to see them again soon. It’s a simple yet powerful way to leave a lasting positive impression.

Implementing this acronym has made our training process far more structured and easier to remember. Our staff can quickly recall this straightforward five-step approach, ensuring they provide consistently high levels of service.

I know acronyms can seem a bit cheesy at times, but in my experience, they genuinely work. They transform complex processes into easily digestible chunks, making it less likely that any steps will be missed. This approach has already started to result in higher customer satisfaction levels.

So, the lesson from my diary today is simple: If you’re grappling with numerous tasks and responsibilities in a new role or business, consider creating training systems that are less cumbersome and easier to remember. Acronyms are one such method, and they could make all the difference in delivering exceptional service.

As always, if you have any questions or comments, feel free to drop me a line. I make it a point to respond to everyone. Don’t forget to subscribe, share, like, and comment. And for those interested in more details about my ongoing fundraising challenge, check the link below.

Stay happy, and until next time, keep striving for excellence!

Kevin Brittain