To respect the employees, and genuinely listen and want to help instead of treating them secondary.
Pros
It's corporate but not militant, still pretty relaxed atmosphere to work in.
Cons
CTS reports are taken into consideration 100%. So if a random person is a secret shopper, a person who can get a free meal through contacting the company through the internet, and they liked or disliked your service, they can and will be filed in your report. If you get 3 below 70% no matter the time span, then you are fired. If you're a good employee or not. Corporate gives no exceptions, and managers don't even check to see , they take the guests word for true no matter if they lied or not. The guests can say whatever they want and are always viewed as correct over the actual employee, the guests side will always be listened to, the employees won't- shouldn't it be the other way? A guest can leave, and often does, leave no tip, employees are not allowed to ask if there was a problem with the service, or they will be fired, and a manager will never stick up for the employee and ask if there was a problem to the guest. Basically the guest can always get their way, including getting their meal for free no matter what the complaint. The employee is secondary, but without the employee there would be no guests!