Millennials – a management nightmare! Really?

What retailers offer the very best customer service and customer experience?

Disney
Chick-Fil-A
Apple stores
Chipotle

Those stores are stocked with Millennial workers.

How have they solved the … Millennial dilemma?

Mission:
They clearly, simply and repeatedly communicate how the retailer will make their customers day and life a little better. The retailer can’t save the world or change someone’s life but it can give a moment or two of unexpected delight. So, the mission doesn’t have to be fancy or high-minded, just real and doable.

Training:
The companies have a very defined process of do’s and don’ts to deliver the mission. They train their staff to act that way and then hold employees accountable and train/coach it every day, every shift. Wash, Rinse, Repeat!

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