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Fishbowl Theory – Being On Stage

Published by Remarkable Foods

Understand the ‘Fishbowl Theory’ and how it applies to customer service. This training explores the importance of professionalism, appearance, and behavior in front-of-house settings, emphasizing that employees are always ‘on stage’ when serving a captive audience.

Objectives

Improve customer satisfaction; Enhance employee morale; Maintain a clean and professional work environment

Roles

Chef; Sales Associate; Janitor; Server; Housekeeper; Manager

Departments

Foodservice; Cafeteria Management; Customer Service; Dining Services; Environmental Services

Industries

Food Service; Retail; Education; Healthcare

Tags

transparency; professionalism; cleanliness; customer-experience

Topics

Transparency; Professionalism; Customer Experience; Cleanliness

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“In 2022, our turnover was 112%... investing in people became an even bigger priority. That’s when we first started working with Pineapple Academy... our turnover is now 63%.

Our Partners watch trainings during daily standups, participate in a mentorship program, and our frontline people feel responsible for new hire growth.”

Brigitte Burke
AVP, Food and Nutrition Services

"It was almost like a lightbulb went off when I was introduced to Pineapple Academy. I was like 'Oh my goodness, this has what's been missing in the industry.

How do we support the frontline better? There's actually a solution - it's here and it's called Pineapple!'"

Josh Miller
Principal Consultant and Content Creator

"Pineapple really connects well with this younger generation - it's live action, and they can do it at their own pace.

I think that's key with the associates we're seeing that are coming in - a little bit younger and a little less experience - giving them the trust that it's okay to make a mistake and build that learning, teaching culture."

Todd Hollander
Director of Dining & Event Services

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