ABILENE, Tex. — It’s one thing to tell your customers that your business will improve, it’s another thing to show it. That’s exactly what one Schlotzsky’s Deli owner in Texas did after shutting his doors so his employees could undergo a proper “attitude adjustment.”
Owner John Herod told TV station KTAB that he noticed a decline in the way his employees were treating customers.
“It was not a secret with our customers as to what was happening, the poor service, there weren’t a lot of smiles, the service was slower than what our customers deserved,” Herod told KTAB.
His public effort to clean house seems to be fulfilling a dual role. Not only is Herod sending a message to his employees, it’s a message that customers all around the city are noticing as well. Many the TV station spoke with called the move “bold” and one said they appreciated that’s something was actively being done.
As part of the “attitude adjustment” Herod is retraining his work force in every facet of the deli, from food preparation to cleaning methods. He had planned to reopen on Wednesday but had to push the reopening back five days for more adjusting.
“I want employees to have time to think about the job they were doing, and the service they were giving out,” Herod told KTAB.