OPERATIONS – COMMUNICATION IS KEY

In Operations, we take great pride in being successful. If I asked you what was the difference between being successful and having a successful business, what would you say? Would it be the team? Would it be the managers? What if I told you it was something beyond the team and the managers?

Our success comes from understanding the customers. It is extremely important to understand the customers perspective. We are here to serve them in a fast, fun, and friendly manner. Our customers are the voice of our business and they play the biggest role in our success.

A quote from Steve Jobs, “Get closer to your customers than ever. So close that you can tell them what they need before they realize it themselves.”

In our restaurants, we have our regulars that come in everyday and we also have our new faces. It is important to understand that we are to treat all customers new or old with a smiling face and a great personality. These customers fill out our surveys. They tell us how their food was, if our restaurant was clean, and how their overall experience was when they came to visit us for a meal.

The voice of our customers describes the needs of our customers to keep us successful.

With our customers filling out the surveys and us hearing how their experiences were, what steps do we take next to ensure that we communicate with each other to make sure we are all on one accord? How do we express to each other all at one time, the crew and the managers, to discuss and or celebrate each other? The answer to that is an app that we have recently introduced to each division and district. It is the Crew App.

The Crew App is the first communication app that gives leaders the tools they need to engage teams and solve day-to-day challenges. It is the app our stores use for scheduling, time-off requests, and kudos! It is the best way to stay informed with everyone and everything at work.

With hearing feedback from the team over the last month, the app has been a great tool that keeps us all in the know. A team member from a store in the Richmond, VA area said that she never feels left out of anything happening in the store since she downloaded the app. It is easy to use and it makes us feel more like a team.

I am excited about the use of this app and incorporating it into our day to day business.

In conclusion, communication is key! It is important for our teams to stay engaged by understanding the needs of our guests and keeping them satisfied.