Monday, February 11, 2008

BIGGBY COFFEE -- B Heard Hotline

Hey all, this morning I will be attending the B-Heard Hotline from 8am to 1pm.

Posted in every one of our cafes is a phone number that dials directly into the office. Everybody in the office takes a turn (shift) on this. I end up with about 3 shifts a month.

This idea was created by one of the partners of BIGGBY COFFEE....Mike McFall. The philosphy behind it is to create a direct link from the customers to the corporate staff. We don't want any ivory tower thinking in this office!!

On days that one answers the B-Heard is also responsible for attending the reception area. This includes answering the main line and directing people with appointments to where they need to go.

Again, this is to keep all levels of management and staff in tune with what is passing through the office on a day to day basis.

I think it also creates an enviorment where we understand that all jobs and work in this organization are important and meaningful.

The B-Heard hotline is for complaints and compliments and we get many of if you have a thought or two you woiuld like to share give us a call at 1-866-444-3909.

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