You’re a Human Resource Manager for a major restaurant chain. You have a lot of experience working in corporate environments and have had your share of both star employees and “troubled” employees. Both have been quite easy to recognize: the stars shine through and their manager takes notice; the more inefficient troubled staff struggles to complete their work satisfactorily and their manager takes notice. One set of employees is up for promotion, the other set; well let’s just say it’s another posting on a major online job board to find someone better suited for the position.
The sound of the phone ringing brings you back to reality. You have a lengthy conversation with the Director of Operations for your region and she’s upset - revenue is down 35%. Ok, so the economy isn’t great right now. Of that 35%, your organization attributes about 5% to the poorer economy. Don’t we wish the entire 35% can be attributed to the economy??? That would make our lives much easier. But it’s not and we have a 30% decline that we can’t account for. We’ve already account for spillage and food waste in our revenue calculations along with a number of other miscellaneous charges typical of a restaurant.
Your mind wanders back to your star and troubled employees. Maybe we have a customer service issue with our employees. How can that be? We offer a wide variety of feedback avenues:
· paper based surveys at the location but no one wants to take the time to organize the very few we receive;
· online surveys where the customer can win cash or other assorted prizes but they’re rarely completed;
· “secret shoppers” but they don’t capture the entire experience.
You’re faced with a big dilemma: identify the reason for the decline in revenue, or post your resume on one of those online job boards! You can’t watch your entire customer facing staff all the time. How do we identify the stars vs. the inefficient troublers?
With Rewarding Feedback (RF) the process is simple. We offer a cost efficient service that measures every customer interaction with every member of your front line staff. And it goes beyond that. With our unique survey offering, you can measure not only the quality of the service provided but also the ambiance of each location, the quality of food served and almost any other item you wanted surveyed by your customer. And it’s all done anonymously.
How does this simple process work? Prior to providing the bill, your staff will take the portable survey unit to the table and ask the customer to provide their feedback on any number of the items mentioned above. Once complete, the customer selects a reward for providing feedback, such as a coupon for a future visit. The data is uploaded real time for measurement by you, the client. You can identify, by employee, how many good or bad customer service experiences they’ve had with clients. This is a definite benefit to you, the HR Manager. This gives you the necessary information to not only reward employees for excellent work but also provides you with the opportunity to re-train staff that may need further assistance and make decisions on staff that are performing poorly.
With today’s market flooded with employees, you want to be sure you have the best available. Let Rewarding Feedback help make your decisions easier!