�Differ and discriminate�

That’s a first. Never before have we had two of the top service stars coming from the same company. Either this is a very pleasant coincidence or there’s something special about that company. I wanted to know which it was. I think I now know.

He spent a lot of time explaining how they recruit their staff, train them, measure how well they perform, take action to address problems and how managers are held accountable for the performance of their outlets. But those things, while they’re all very good, are predictable in an organisation that’s performing well.