CHARMTHEM Our guests deserve fantastic experience every single time. Each guest and each occasion is different, so we need to be able to read people and figure out what will make them happiest. For example, a couple on a date will want something a different out of their visit from a work party of ten. ‘Charm Them’ is all about judging that balance: we should never be intrusive, but we know that you’re charming – so show it. EXECUTE FLAWLESSLY Knowing your shit and being charming are a big part of doing it properly. But for the complete package, we have to execute everything we do flawlessly and efficiently. Again, it’s a question of balance: we have to do everything as quickly as possible and as well as possible. HELPYOUR MATES We can only do things properly if we work as a team. Everyone has their own specific role to play, but we need to pull together and work as one to get our guests their proper hamburgers and show them the best possible time.We talk about ‘teams’ for a reason: it’s not a word to be used lightly. If you and your team Know Their Shit, you’ll be able to support each other by stepping in and helping each other out at every possible opportunity. All the Doing It Properly points work together and reinforce each other. If you and your team know your shit, you’ll feel relaxed, so smiling will come naturally. If you’re happy, it’s easy to help each other out. If everyone helps their mates, then you’re all executing flawlessly. 2.15WAYSOF‘DOINGITPROPERLY’ We care about our business and you’re on board because we believe you feel the same.The following five points sum up what we mean by ‘doing it properly’. From waiting staff to chefs, from bar staff to kitchen porters – this is how we do it. All of us. SMILE A smile is vitally important. It’s a sign of a happy restaurant, and a happy restaurant goes a long way to creating happy guests.We smile at guests when they arrive and as you say hello.We smile at them as we wish them goodbye. It doesn’t matter if one of your team has already done this – everyone else can and should do it too. No matter how hectic and stressful work can get – and we know it has its moments – don’t let it show. Keep your spirits up and keep smiling. KNOWYOUR SHIT You need to know your shit.That means having all the information you need to talk confidently and clearly about our food, drinks, what we do and why we do it, right there at your fingertips – be that to guests, your team, or the other people you work with on a day to day basis, like our suppliers. Get to know your way around the restaurant and the business from every perspective – from learning what paperwork to submit to Berners Street, to how to fill ketchup bottles, it’s your business to know how to do everything that keeps us ticking over smoothly. No detail is too small for your attention. 6 7