{"id":5492,"date":"2016-11-21T12:09:32","date_gmt":"2016-11-21T12:09:32","guid":{"rendered":"https:\/\/www.arffinancial.com\/development\/?p=5492"},"modified":"2021-02-24T16:07:12","modified_gmt":"2021-02-24T21:07:12","slug":"on-the-spot-guest-recovery","status":"publish","type":"post","link":"https:\/\/www.arffinancial.com\/development\/on-the-spot-guest-recovery\/","title":{"rendered":"On-The-Spot Guest Recovery"},"content":{"rendered":"

Complaints are relatively unavoidable in restaurants.<\/strong> But how operators\u2014and their staff\u2014handle issues often dictates consumers\u2019 brand perception, as well as their willingness to return. According to a report from the Center for the Study of Social Policy, research not only supports the importance of making it easy for customers to complain, but shows that resolving problems on the first contact is ideal.<\/p>\n

\"restaurant<\/a><\/p>\n

The franchise, Popeyes recognized a need for change in its policies in order to better serve and retain its guests. It initially created a Service Basics 1.0 program, training to boost the accuracy of food preparation and improve service fundamentals for front-of-house staff and managers. \u201cService Basics 1.0 drove our \u2018Voice of the Guest\u2019 score up by five points,\u201d says Dick Lynch, the company\u2019s chief brand officer. But thousands of guest surveys revealed one issue: Fewer guest problems were getting solved at the restaurant, or even after the visit via the call center.<\/p>\n

So this summer, the chicken chain rolled out Service Basics 2.0. The difference? It empowers crew members to assist and resolve guest problems without needing to engage a manager. \u201cBefore, they had to get their manager if they wanted to say \u2018yes\u2019 to a customer,\u201d says Lynch. \u201cNow, they only engage manager approval to say \u2018no.\u2019 That\u2019s a huge philosophical shift, and we\u2019re finding it to be very powerful.\u201d<\/p>\n

\"Happy<\/a><\/p>\n

Corporate conducted staff engagement surveys, looking at metrics that would help drive employees\u2019 commitment to the guest experience, among other things. \u201cWe really believe that engaged franchisees yield engaged managers, who yield engaged crews, who yield a great guest experience and an increase in profits,\u201d says Lynch.<\/p>\n

How Popeyes empowered its staff
\nto manage the experience.<\/h3>\n

Staffers then went through intensive learning events this summer, says Lynch. \u201cThe goal was to teach the hard training skills, as well as the soft skills, such as communication and understanding the guest perspective,\u201d he says. While he declined to give details on specific modules, staff learned to better engage guests and take responsibility for the experience\u2014including resolving issues on their own. Employees now can say, \u201cHave another side; I\u2019m so sorry.\u201d The training is system-wide to ensure the guest-facing employee has the active support of the kitchen, as well as management and the franchisee.<\/p>\n

The training also included call center employees. Previously, complaints to the call center were routed to the franchisee and manager, or the company for its stores, which would then follow up. Company stores and some franchisees would act accordingly, but it wasn\u2019t happening across the board. The call center now has the freedom to compensate guests through a tier system, where certain types of problems are limited to specific resolutions to keep it manageable.<\/p>\n

The payoff has been evident for the chain. Popeyes found that \u201cmeaningfully resolved\u201d guest issues, either in the restaurant or through the call center, result in a 75% guest return rate.<\/p>\n

(Source: Restaurant Business Online; by Amanda M. Westbrooks)<\/p>\n

With the holiday rush about to hit, could extra working capital help your business get prepared? Additional staffing, renovations, decorations, large inventory purchases are just a few things that come to mind. Why not inquire about a free, no-obligation quote from ARF Financial? We have low rates, fixed terms up to 3 years and a streamlined approval process. You could have your money in as little as 3 to 5 business days. Click here<\/a> to get started!<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

Complaints are relatively unavoidable in restaurants. But how operators\u2014and their…<\/p>\n","protected":false},"author":5,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"content-type":"","om_disable_all_campaigns":false,"footnotes":""},"categories":[111,128,690],"tags":[137,138,139,117,136],"class_list":{"0":"post-5492","1":"post","2":"type-post","3":"status-publish","4":"format-standard","6":"category-business-financing","7":"category-day-to-day-business-operations","8":"category-restaurant-financing","9":"tag-franchise-financing","10":"tag-more-profits-for-your-restaurant","11":"tag-remodeling-loans","12":"tag-restaurant-loans","13":"tag-working-capital-loans"},"acf":[],"yoast_head":"\nOn-The-Spot Guest Recovery - ARF Financial<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.arffinancial.com\/development\/on-the-spot-guest-recovery\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"On-The-Spot Guest Recovery - ARF Financial\" \/>\n<meta property=\"og:description\" content=\"Complaints are relatively unavoidable in restaurants. 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