Nando’s HR boss: Valued employees deliver great customer service

If you look after your employees, they’ll look after your customers. And if those customers feel looked after they’ll keep coming back, which is good for business,” says Julia Rosamond, HR director of restaurant chain Nando’s and the guest speaker at the next UK TEN event.

If you look after your employees, they’ll look after your customers. And if those customers feel looked after they’ll keep coming back, which is good for business,” says Julia Rosamond, HR director of restaurant chain Nando’s.

A Sunday Times Fast Track 100 company, Nando’s has proved a hit in the UK. Since arriving 11 years ago, it has established 98 restaurants and currently boasts sales of more than £2m a week. Rosamond, who joined Nando’s in January 1997 when sales were a mere £70,000 a week, insists the company’s success is down to its core commitmentto encouraging and developing the skills of its workforce.

“Over 40% of our management were originally cashiers or grillers. We try to recognise and develop the talented people that work for us no matter where they come from or what job they start doing, and we try to involve them in the company.

“Any new management we do bring in go through an assessment procedure where they must do a shift on the grills and be approved by 80% of the kitchen staff. We also have staff forums with independent facilitators where workers get to air suggestions and grievances – we then try to make immediate decisions about these issues.”

“My message will be to never underestimate the talent of the people you have, regardless of the role they join you for. Your employees should be given equal respect and investment and, in turn, they will value where they work and pass that on to your customers.”

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