The other thing this employee retention speaker and employee retention author likes about this particular Culvers is the crew that works there. Virtually everyone that works there is a millennial or a Gen Z. This crew is incredible. I hear SO many people whine about millennials and Gen Z that it drives me crazy. I have three millennials of my own and know a lot of Gen Z people and this employee recruitment expert observes them closely when he is in hotels, restaurants, banks and any establishment that I visit.
On this particular day, I went in to order my butter burger and deep-fried cheese curds (It’s a Wisconsin thing). There was a new guy at the counter and he was being trained by another young guy. My guess is that the trainer was probably 17 and the newbie was 15 or 16. After the newbie took my order and finished up, the trainer said to him, “Nice job…that’s how you have to do it” and tapped him on the shoulder. The newbie smiled. Then I saw two other young people hanging up the Christmas decorations and the trimming the Christmas tree. The crew leader walked by, looked at the tree and she said, “The tree looks awesome.” The tree trimmers smiled and said, “Thanks.” The crew leader is probably 18 or 19 years of age.
Next, I watched a girl behind the counter, cheerfully working the drive through. She was dancing around and having a great time AND her energy came through in her voice to the customers. They worked as a team, were having fun and giving great customer service. These were young people! The people everyone seems to whine about. So, what’s so different at this Culvers? It’s the owner. This employee retention trainer has talked with him on multiple occasions as he interacts with customers. This owner gives EVERYONE C.R.A.P.! (Caring, Respect, Appreciation and Praise). His C.R.A.P. flows downhill to his crew leader, his trainers and to the entire crew.
Giving your employees C.R.A.P. is not only good for employee retention and morale but it’s good for customer service and business. This owner gets it! This stuff is simple stuff. You just have to do it and it doesn’t take any more time to do it than to not do it. Those places that give their employee C.R.A.P. are successful! Why? Because C.R.A.P. Works!