Before rolling out a Guarantee, management should focus on cultivating in the employees the proper attitude and commitment to customer satisfaction that is required by the Guarantee. Only two companies in foodservice have differentiated themselves to be recognized as having the culture within its company to ensure the success of an Extra-Ordinary Guarantee and those two companies are Disney and the Marriott Corporation. Both these companies have recognized the importance of training employees so that they are capable of reaching these goals.

A company who has evaluated the customer satisfaction levels required to offer an Extra-Ordinary Guarantee has already achieved much of the benefit of improved performance before it is even rolled out to the restaurant. The very process of considering the level of performance required to offer an Extra-Ordinary Guarantee is eye-opening, and, in some cases, frightening. It also makes the owner/manager aware of some things that they should've done much sooner.

It doesn't take very long for the management team to realize that the implementation of an Extra-Ordinary Guarantee will have a strong, positive affect on the quality of the food, the service, customer loyalty and the bottom line. Quantifying the Guarantee's contribution to these factors can sometimes be difficult without a thorough study, but in EVERY documented case the increase in profit has been substantial.

The Ultimate Dining Guarantee! Market your guarantee to increase your sales. It can be a good way for you to increase your sales and have some very good Word of Mouth advertising for your restaurant. If you don't, you are missing a golden opportunity to stand out from your competition. Most companies don't offer a formal written guarantee. If they do, it's so small you will go blind looking for it. By guaranteeing your products or services and making it a condition of doing business with you, you are almost assured of increasing the number of customers you serve. "Most people think their customers will take advantage of their guarantee. They'll be out to get you. At Corky's Bar-B-Q franchised Restaurant, they initiated a 120% catering guarantee. It states:

• Corky's Bar-B-Q is the only barbecue caterer with the 120% Guarantee. We guarantee your full service barbecue catering will have the best barbecue you have ever eaten, and you will not run out of food. If you feel the barbecue did not live up to your expectations, and we ran out of food ... You have the right to demand a 100% refund plus a 20% credit for your next catered event. GUARANTEED!

In reality, very few people will take advantage of your offer. In the five plus years of offering a catering guarantee, they have never, not once, run out of food or had to make good on their guarantee.