THE CUSTOM HOUSE Our 8 points of culture are the rules we set ourselves to follow in our day-to-day activities and they are set out below. All new staff joining any of our teams are expected to abide by these rules which are applied appropriately to each area of the business.
8 Points of Culture
- I understand and commit to the vision, mission and culture of The Custom House; I commit to The Custom House teams, its customers both present and future. I always speak positively about my colleagues, customers and about The Custom House business in private and in public. I recognise that I am an ambassador for The Custom House and always promote its products and services.
- I am an honest person, I tell the truth and will not commit fraud. I treat colleagues and customers with respect, as I wish to be treated myself. I never bitch, moan or spread gossip about people. If I have an issue with someone I discuss it respectfully with them in private. I greet and say goodbye to people using their names. I never lose my cool. I tell the truth and I keep my promises. If I agree to something that I find I cannot deliver I communicate this quickly. I understand my role within the team and I know those things that I am responsible for and ensure they are done to the best of my ability.
- I take my work seriously, know my rota, arrive on time and never miss a shift without good reason and always communicate such issues in time for the team to cover me. I take ownership and accountability for my actions avoiding excuses and not blaming others. I come to work ready and fit to work. I will not let the team down by being hung-over, sluggish or with a bad attitude. I will always maintain a smart appearance and high standards of personal hygiene. I pull my weight always doing my fair share. I work maintaining a clean and tidy work area. I take enjoyment from my work promoting a friendly atmosphere and having fun whilst giving my very best.
- I ask for help when I need it, clarification when I am unsure and I am always ready to help customers and other members of the team. I expect to be listened to and account taken of my views. I expect to inform and be kept informed about all aspects of The Custom House business. I keep abreast of all company systems and procedures that apply to my work. I follow systems and procedures to the letter until a change is introduced. I suggest improvements wherever I see the opportunity. I strive to avoid waste protecting company resources, minimising costs and treating company property as if it were my own.
- I provide leadership and support to my team. I expect to be given the tools and training to do my job and be recognised and rewarded. I expect my performance to be fairly appraised and be given feedback and the opportunity to discuss my development and potential for growth.
- I recognise that consistency in: food taste and presentation; service and environment; play and parties; is prized by our customers and I always strive for 100% consistency. I never serve food or deliver services that I know to be substandard. I treat customers with respect; I am polite and provide fast efficient service. I never ignore a customer always acknowledging their presence and needs even when I cannot deal with them immediately. I never talk across a customer to another person or use foul language.
- I ensure that my tone and body language reinforce positive helpful words and I am alert to customers’ needs. I do my best to interpret customers’ body language and I place their needs before my own. If a customer complains I deal with that complaint quickly and effectively always bringing any complaint to the attention of my Manager. I recognise that problems get rapidly bigger if they are not dealt with. I maintain a clean, safe, secure environment for my customers to enjoy. I am alert to the changing environment and continually adjust lighting, music, temperature to maintain the best possible atmosphere for our customers to enjoy. I clear dirty tables, clean and reset them as quickly as possible.
- I know well the products and services that The Custom House offers and I use my knowledge to improve my customer service. I provide an efficient service to my customers, neither rushed nor slow being alert to their needs. I know my limitations and level of responsibility and when necessary, direct customers to the appropriate team members for detailed accurate information and bookings. I never guess or make assumptions.
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