(in character as the notorious meth kingpin, Gustavo Fring) delivering a training video for the employees of his fictional fried chicken franchise, Los Pollos Hermanos.
In the video, “Gus” talks about the importance of communication, posture, presentation, eye contact and composure.
“To begin, I’d like to talk about the cornerstone of the Los Pollos Hermanos brand – communication. As an employee of Los Pollos Hermanos, you set the tone for the entire dining experience,” he begins.
“Be mindful of what your words and behaviour communicate to our guests.”
Next, he discusses why staff who are working in face-to-face roles should always ensure they keep their back straight whilst serving customers.
“Always be aware of your posture. Remember to stand up straight. Your customers – and your back – will thank you for it,” he says.
“Put effort into your appearance. All employees are required to dress appropriately. Keep your uniform clean and pressed. If you want respect, you must look respectable.”
Next, he discusses the value of greeting customers in a professional manner.
“Speak in complete sentences. We never use one-word greetings like ‘hey’ or ‘yeah?’ Always make eye contact,” he points out.
“And finally, whether you’re with a customer or not, remain composed. Inside, you can be thinking about your homework or your friends or your…side business…but no one should ever know it, because at Los Pollos Hermanos, someone is always watching.”
“After this 10 week online seminar, I am confident that you’ll fit right in… I like to think I see things in people,” he concludes with a smile.
A new promo for hit TV series Better Call Saul features