Smile!

We are continually losing points on our mystery shoppers because we aren't giving "genuine smiles".

Now...surely if we are being told to smile genuinely, that isn't genuine? It's impossible to do it without smirking. A personal service to me, is loads better than a brand standard smile, hello, and come again....but that's what they want.

So from now on:

Massive smile and greeting
Deadpan face while serving, no conversation (no points for smiling during the transaction)
Massive smile and "Come again"

Not genuine, but that is what they are asking for.

We have new menus, which are loads better than the old ones - but they forgot to change one of the sections, so that looks odd, but you can't expect them to get it right!