What the heck is a QFACT? Everyone has an acronym to help remember something. Kitchen Kettle Village is no exception. QFACT describes that experience I talked about in the last blog post. Each letter starts a word or phrase that describes the important aspects of your experience when you visit us. So, here we go:
Q – Quality Products and Quick Service
“Don’t serve anything you wouldn’t give to Grammy.” That’s how we judge our quality. If you wouldn’t serve or sell it to either your own Grammy or Pat, our co-founder who we refer to as Grammy, then don’t serve or sell it to our guests. The quick service reflects our Grammy’s famous line “Don’t make people stand in line to give you money. Be as quick (and pleasant) as you possibly can be.”
F – Friendly, Informed Employees
If you don’t like people, you’re in the wrong job. If you don’t want to learn new things or know what is so special about Kitchen Kettle, you may want to work somewhere else. And if you can’t communicate an enthusiasm for the Village, go work somewhere where you can. It’s that simple.
A – Active, Working Shops and Expert Shopkeepers
“Keep moving.” We have no tolerance for standing around. Do something! Talk to someone! Get to work! Many of our stores make the things they sell – they’re the experts. So demonstrate your expertise, either by doing it or by knowing more about it than anyone else. And then share that expertise to anyone who will listen.
C – Cleanliness
There’s nothing that will kill an appetite faster than a dirty floor or a sloppy uniform or messy restrooms. Keeping the Village clean is everyone’s job, not just the maintenance team.
T – Teamwork
“It’s not my job” is never spoken at Kitchen Kettle Village. Unfortunately you can’t graduate out of a job here. It may not be your main focus, but even Grammy, our founder, is still stocking shelves. We also take our role as part of the hospitality team in Lancaster County very seriously. We know the relaxing experience of Lancaster County is a major reason you come to see us.
There you have it. The building blocks of that fun and unique experience while shopping. There’s lots more to it, but these are the basics – the foundation – and the rudimentary expectations if you want to be on our team.
We get lots of comment cards, fortunately most of which affirm the experience contained at least the basics. Let me know if that has been your experience as well when you visit us.