"Hale" to the Customer

Hale and Hearty Soups (in NYC) allows customers to vote on their favorite soup via the website (haleandheartysoups.com). The company then serves the soup that receives the most votes! What a great way to create buzz and allow the customer to have a voice!

Kettle Chips did something similar. They had a contest wherein consumers voted on the flavor of potato chip the consumer would like to eat. Kettle Chips then made the chip that received the most votes. FYI the winning flavor was beer and cheddar.

It is not enough

Great training manuals, culture inducing handbooks and SOP books are great tools. However, what is the point if no one is managing and coaching the staff? A great training program means having the tools and the follow up. Do not spend the money and man-hours to create these great tools unless you are prepared to live it daily.