An Extra-Ordinary Guarantee "raises the bar" on employee performance; provides a daunting but achievable goal; the Extra-Ordinary Guarantee energizes management and employees as well as creating enthusiasm from within.

The Exthelp but do whatever it takes tra-Ordinary Guarantee provides a feedback loop between customer satisfaction and the operations of the restaurant. It permits the company to identify what it is that pleases the customers and what fulfills their wants and needs. If the restaurant is slow to respond properly to the clues of customer dissatisfaction. The Extra-Ordinary Guarantee forces the company to address the problems. A restaurant operating with an Extra-Ordinary Guarantee simply can't help but do whatever it takes to do things right.

It is important to understand that an Extra-Ordinary Guarantee is not just a marketing tool. It is a means of defining; cultivating and maintaining a high level of quality throughout the restaurant ... It is creating:

"WOW, EXCEPTIONAL SERVICE!"

If a restaurant has to pay in hard dollars for its mistakes, the cost of poor quality in food or service becomes unbearable. The restaurant, in reality, has three choices:

• Fix the problem(s)
• Go out of business or
• Get rid of the Guarantee

Most restaurants will choose to fix the problem(s) and in the process of fixing the problems would discover that the Guarantee provides the motivation to provide outstanding food and service. Let me emphasize that statement: "Extra-Ordinary Guarantees can actually motivate you and your staff to produce "WOW, EXCEPTIONAL SERVICE!"

An Extra-Ordinary Guarantee can motivate employees to achieve unprecedented levels of performance. Like a sports team in a play-off game, a restaurant can be energized by the raised stakes and the unusually high level of performance that is being required to satisfy the demands of the Guarantee. Any employees who represent weak links in the guarantee will be quickly identified and the performance corrected.

A strong, Extra-Ordinary Guarantee will require proper scheduling of employees and the occasional tendency of the management team to attempt to serve too many Customers in relationship with the manpower, food and other resources that may be available.

An Extra-Ordinary Guarantee says in effect, "We will meet all your expectations." It makes absolute customer satisfaction a Mission Statement for how a restaurant must conduct its business. Of all the things that a restaurant can say to its customers, an Extra-Ordinary Guarantee of total satisfaction is perhaps the most powerful.

The Guarantee communicates the key points: No excuses, no explanation, no fine print and the customer is the sole judge. The Guarantee forces managers and employees to create a strong link between quality improvement and customer focus.

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