Tuulia Ekberg, Fiblon’s Customer Experience Manager, spent a day working as a trainee at Classic Pizza Restaurant in Iso Omena shopping centre in Espoo. The goal of the internship was to deepen the understanding of customers through authentic experience.
Arriving at the work place was nerve wracking, but for no good reason. The staff was very welcoming. Tuulia got immediately to work, guiding diners to tables, taking orders, serving, and doing everything that the restaurant employees do every day.
– A lot goes on behind the scenes. Now I understand how versatile is the everyday life a restaurant runs. This time the morning was begun with staff’s champagne training, says Tuulia happily.
– Tuulia was tutored by one of the waiters, and learned from the company’s CPR-manual how for example Fiblon’s own products, logo-printed napkins, are placed inside the holder on the table with the cutlery, says restaurant manager Susanne Lindblom.
Susanne thinks that a napkin featuring the logo is a brilliant addition to the customers’ social media updates.
– Customers take a lot of pictures and post them on social media, so a napkin with the company logo works as a clever marketing tool.
Diving in with support
In restaurant business, new employees are coming and going all the time. Induction and training are essential. Caring is reflected on the work atmosphere: it does make a difference how the new person is welcomed to the community. In Classic Pizza, every intern gets to dive right in. Company culture supports learning by doing.
– All activities can be justified with values, and caring about the customers is highly essential, Susanne says.
Lessons learned to aid product development
Tuulia felt empowered by the interaction and collaboration with the client. Customer-oriented approach is responsible and supports the company’s brand. It is easier to consider the customer perspective and needs better in your own organization when you have experienced and witnessed them yourself.
– They really care about others here at Classic Pizza. Our values match well, Tuulia notes.
– Development comes only from honest collaboration, and change is created with open dialogue, Susanne thinks.
Coming home from Helsinki, Tuulia Ekberg has many new insights to be transferred from concepts to concreteness. The internship day is reviewed in a team meeting.
– I have a hunch that this kind of customer collaboration could increase in the future. This won’t certainly be the last.