Caterer Pret A Manger knows that to please customers it must offer more than just nice food and drinks. 'We must have a happy team here first and foremost,' said managing director Winne Lau Wing-yee. 'If our people are happy, our customers are happy.' The Hong Kong arm of the British-based chain now has 11 shops and employs about 180 staff, most of whom are in frontline positions. Ms Lau said the parent company had a tried and tested management philosophy. This advocated equal opportunity, open communication, and recognition of merit and potential. Following these principles, the young Hong Kong team had developed a strong culture since it came together in 2002. 'Pret A Manger has always taken great pride in its approach to people management and we have always tried to go out of our way to provide a pleasant working environment in which our staff feel they can develop their full potential, as well as reap rewards that exceed those offered by the competition,' Ms Lau said. She said the company's open management style and flat structure encouraged staff to express themselves freely and put forward ideas and opinions. Employees also received regular feedback on their performance, so they knew what it would take to advance further and increase their earning potential. 'This all boils down to mutual respect and transparency. If our people feel their opinions are valued and that they are informed about all aspects of the business, they feel highly motivated and generate great output.' Reflecting a family-friendly approach, the company has instituted a five-day work week and grants paternity leave. 'Small details may seem unimportant but they add up. We always close our shops early when there's a company party to allow staff time to dress up for the occasion. We want our staff to truly enjoy these activities organised specially for them.'