Cracker Barrel does not always have the best reputation for service, but I feel that they try to "go the extra mile" for their customers.
Example: My wife was recently given a gift card by her sister for her birthday. The card advertised that Crackle Barrel was one of several places where it could be redeemed. When she presented it, the cashier said that she had never seen this card before and that it would not work in their system.
She could have stopped at that, but she took the extra effort of calling her manager who said the same thing, supporting her cashier, but then said that the entire meal would be covered by the manager, without question, and gave my wife back the card to try at another location listed on the card.
This was the second time a similar thing happened to me at Cracker Barrel.
Yes, I have noticed, Disney is often referred to in professional and academic circles.
While in an emergency room (ER) Disney's approach may not be the best idea.
In the retail and hospitality industries, this approach to service should be encouraged.
Walt Disney seems to have done a phenomenal job in creating a place folks can escape the everyday, and experience imagination (for a hefty price of course).
Perhaps one of these days my family and I will be able to check it out.
The frontline staff are the ones that the customer sees, and it makes sense that they are given the autonomy needed to assist customers. I recall that Marriott hotels did the same thing (not sure if they still do, but it was a popular case study for a while).
Cracker Barrel does not always have the best reputation for service, but I feel that they try to "go the extra mile" for their customers.
Example: My wife was recently given a gift card by her sister for her birthday. The card advertised that Crackle Barrel was one of several places where it could be redeemed. When she presented it, the cashier said that she had never seen this card before and that it would not work in their system.
She could have stopped at that, but she took the extra effort of calling her manager who said the same thing, supporting her cashier, but then said that the entire meal would be covered by the manager, without question, and gave my wife back the card to try at another location listed on the card.
This was the second time a similar thing happened to me at Cracker Barrel.
Good morning,
Yes, I have noticed, Disney is often referred to in professional and academic circles.
While in an emergency room (ER) Disney's approach may not be the best idea.
In the retail and hospitality industries, this approach to service should be encouraged.
Walt Disney seems to have done a phenomenal job in creating a place folks can escape the everyday, and experience imagination (for a hefty price of course).
Perhaps one of these days my family and I will be able to check it out.
Thank you for your time.
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The frontline staff are the ones that the customer sees, and it makes sense that they are given the autonomy needed to assist customers. I recall that Marriott hotels did the same thing (not sure if they still do, but it was a popular case study for a while).