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Gap between Real and Ideal Performance

The Current Situation

Carrie, a regular customer of the Richmond Meadows store, arrives at the store as usual at 8:15 am. As she usually does, this thirty-something business professional orders a decaf mocha and a low fat blueberry scone to go. On this particular day, new hire Thom, a second year student in graphic design at the Art School of East Village, takes her order. Thom received his training the previous afternoon. He arrived 5 minutes late this morning, and surprised to see the long lines that have not abated since 7:30 am. He is flustered by the number of people and their orders. When Carrie reaches the register, Thom is still recovering from having had charged the previous customer for a triple espresso when the customer only ordered a double espresso. That customer, also a regular, told Thom that he needs to be more dilligent -- the customer places the same order every day. Carrie is a bit more thoughtful, but screeches with concern when Thom reaches for the regular blueberry scone when filling her order. She's on a lowfat diet. Thom apologizes. To make extra sure that the billing goes smoothly, Thom double checks every part of the order as he charges her. Carrie, who's in a rush to get to work, becomes visibly frustrated with Thom. At the end of the shift, Thom speaks with the manager, and says he doesn't think this is the job for him.

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The Ideal Situation

Carrie, a regular customer of the Richmond Meadows store, arrives at the store as usual at 8:15 am. As she usually does, this thirty-something business professional orders a decaf mocha and a low fat blueberry scone to go. On this particular morning, Thom., another second year student at the Art School of the East Village, takes her order. Thom just began work yesterday, with an orientation session. The long lines he sees today were expected, because his orientation leader made him aware that 7:15 to 9:15 am are prime times at this particular shop. Thom arrived early and familiarized himself, once again, with the location of items. He made sure that the lowfat and regular blueberry scones were in separate parts of the pastry cabinet, so he would not confuse them. As she waits in line, Carrie notices that Thom greets the person in front of her by introducing himself as a new employee and offering to take the order. He also sports a button saying, "Please bear with me as I learn to serve you." As he takes the order, Thom also verifies the selection and enters it into the cash register. He seems to do so without any problem. After taking the order, Thom asks the previous customer if his order is going to be used in the store or carried out. Then, Thom tells the customer how much the order costs, takes the money, easily makes change, and thanks the customer. When Carrie reaches the front of the line and Thom introduces himself, she comments, "You have a handle on everything as if you had been working here for a year." Thom. smiles with pride.

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