It’s More Than Just Sandwiches: Employee Engagement at Pret a Manger

A recent New York Times photo essay reveals some unique insights about how one particular company successfully engages its workforce. But perhaps what’s most interesting about this piece is that it deals with an industry that many might consider lacking in employee engagement – specifically the fast food industry.

Granted, Pret A Manger, a British sandwich retail chain, classifies itself a different breed of fast food, what with its focus on “handmade” and “natural” ingredients. But what might be most apparent if you were to visit one of Pret’s stores is the cheerful and lively customer service experience – a trademark of the company.

Such an experience is a strong sign of a fully engaged team.

What’s Pret’s secret? The rules of engagement at Pret are shockingly straightforward. As Jay Chapman, head of communications at Pret, said in a 2008 interview, “If you treat your employees well and involve them in the decisions that will affect them, they’re much more likely to be engaged in carrying out the effects of those decisions.”

And the results are nothing to sniff at: so far this year, the sales in its 34 American stores have increased a remarkable 40 percent from the same period last year, and turnover rate for the chain is 60 percent – far, far lower than other fast food chains.

As outlined in the photo essay, other key ways Pret engages its in-store teams include:

• Paying, hiring and promoting on qualities like cheerfulness (i.e., qualities that make their customer experience so memorably unique).
• Granting bonuses based on the performance of the entire team — not just individuals.
• Holding daily team meetings.

Check out the photo essay and see how Pret’s approach to engaging its in-store teams might apply to your organization.