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a blog by Chris Barrow

Letters from a perfect imperfectionist: The Pret Buzz

Anyone following me on Facebook will know that my nutrition when I’m travelling in London centres around Pret a Manger.

Firstly because I like their food and drink choices.

Secondly because I love the fact that, wherever I go (and no matter how busy they are) the team are happy, smiling faces at whatever unearthly hour.

Pret is a business that survives on footfall – you will see them in transport hubs and busy thoroughfares – you won’t see a Pret in your local village high street.

They need thousands to pass through their doors, sometimes to stop and check emails, surf, chat but mostly to get the hell out of the store and make room for the next hungry/thirsty visitor.

At mainline stations the queues can be 10 deep to each check-out at peak times.

But in all my years of visiting I don’t think I’ve ever seen one face like a slapped arse.

You know who I mean, that person who has a job in customer service but would be better off as a traffic warden, hates their job and wants to make sure you know it?

How do Pret select those dementors out at the interview stage?

They don’t pay great wages – so how do they keep the morale so high?

And what can a busy dental practice learn from that?

Read this article (5 minutes over your next orange spiced latte?) and marvel at how they do it.

Then think carefully about how you can adapt this to your business.

“These “letters” are the personal observations of me, Chris Barrow and are not intended to reflect the views of 7connections and its team members, they just give me permission to publish here on the basis that they can keep an eye on me, a bit like a mad relative at a wedding reception. I’m likely to upset the sensitive and outrage the sensible – if you fall into either of those camps then read at your peril.”

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