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Hire the American Dream: How to Build Your Minimum Wage Workforce Into A High-Performance, Customer-Focused Team
John Wiley and Sons Ltd, March 2009, Pages: 224
How to Build Your Minimum Wage Workforce Into A High-Performance, Customer-Focused Team
What kind of fast food manager is so inspiring that his employees name their children after him? Dave Melton is a Domino's Pizza franchise owner in NYC who has had zero turnover among his store managers in the past six years in an industry where the average annual turnover is 50%. Most of Dave's managers were recent immigrants to America when he gave them jobs as pizza deliverymen making minimum wage; each of them now earns $60,000-$80,000 a year. Two of Melton's employees have gone on to become multimillionaire Domino's franchise owners. In the tradition of Hug Your Customers, this book by an inspiring small business owner explains how any owner or supervisor can teach minimum-wage workers the basics of customer service, teamwork, and pay-for-performance so that they become long-term, high-performing contributors.
Melton's management principles include:
- teach philosophy and opportunity first
- create a common language of incentives and rewards
- I'm not your boss -- the customer is
- accommodate the special needs of your employees, and they'll reward you with loyalty ... and more
Praise for Hire the American Dream
'I learned early on that Dave Melton had cracked the code(about hiring and retaining great people) in his Manhattan franchise.His employees, who are all immigrants to the United States, areextremely loyal and are committed to customer service.'
—From the Foreword by David A. Brandon, Chairman and CEO, Domino's Pizza, Inc.
'This is a must-read book for anyone managing or interested in starting a business, especially in the role of a franchisee. It's loaded with keen insights and best practices for interviewing, hiring, and motivating employees in a very challenging business environment. Dave Melton's story is truly inspirational.'
—Jack Whipple, President, National Council of Chain Restaurants
'Hire the American Dream provides valuable lessons from the trenches. The school of hard knocks has taught Dave Melton a lot. You'll benefit fromhis experiences—you'll learn about creating incentives, enhancing customerservice, connecting on a personal level, giving feedback, and building world-class teams. Take his ideas and run with them. You'll build more successful teams.'
—Robert D. Reid, Dean, College of Business, James Madison University
'Dave Melton shares his time-tested approach to creatingrestaurants that are brimming with energy. And it all begins withDave's amazing passion for developing the future owners ofDomino's Pizza stores. If you care this much about developing leaders,you and your business will be richly rewarded for years to come.'
—Cheryl Bachelder, CEO, AFC Enterprises, Inc.
'Hire the American Dream really gets to the heart of selecting,training, motivating, and ultimately retaining a world-class team whowill care as much about your business as you do and deliver exceptionalcustomer service that can help any business grow.'
—Stuart Mathis, President, Mail Boxes Etc., Inc.
'This book is filled with great commonsense approaches to customer service and leadership training with an easily understood message thatevery organization needs to hear. In these days when management thoughtis presented in complicated models, there is something refreshing about leadership principles taught by a guy who simply loves to make pizza. This book is for everyone who wants to be a better leader.'
—Marshall Cook, Executive Producer, Multi Image Group
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