“Before, we just didn’t have the bandwidth or time to uncover theft or operational issues. For example, Area Coaches were focused on getting through the day – making sure they had enough staff for a shift or if they were properly set up for rush times. That changed with Delaget Guard,” said Rick. Because of Delaget Guard, Rick and his team unearthed a franchise-wide problem of high deletions. “Six months ago, we started using Delaget Guard to analyze and rank stores for amount of deletions before that were occurring. We were surprised to find stores with deletions as high as 14 to 15%, when our franchise’s threshold is 6%.
Delaget Guard helped shed a light on the issue helped us easily highlight stores that needed improvement,” said Rick. “Now, with a bigger spotlight on this and us coaching and training our team, we’re running at around 7-8% for deletions – and certain stores are as low as 4%. Thanks to Delaget, we were able to identify and tackle the problem head on.
On our weekly with our team of Area Coaches, we’re now able to be more proactive. We pull up Delaget Guard, able to look at what’s going on – and strategize on how we can fix it. Delaget Guard is definitely going to save you money,” he added. Rick and his team also identified an issue with drive thru car gaps. Using Delaget Guard’s drill down feature, an Area Coach dug into transaction-level detail and noticed there there was up to a 40-minute gap from time certain orders started to the time they were completed – and he noticed suspicious before and after deletions. Theft was definitely happening.
After reviewing the video footage, the Coach saw a manager on duty and two cashiers at a till, splitting money they skimmed. “The manager on duty and cashiers skimmed $100 to $150 that night alone. If you multiply that by three-to-four shifts a week, they could’ve been stealing upwards of $400 a week. It would’ve taken us a lot longer to figure out the drive thru gap problem if we were only using our reporting tool. We’re able to address issues like this more quickly now,” said Rick. “Even with cameras above, people will still try to game the system.
Not anymore with Delaget Guard right there – you can’t fool that. When we approached all three people, they admitted to taking the money. They gave the money back. And we put them in jail,” he added. In addition to finding theft, Delaget Guard has helped Rick and his Area Coaches hone in on important training and coaching opportunities. “Not only is Delaget Guard good at identifying theft, we use it as a training tool, too. Our Area Coaches actively use it as a way to help them prep for their weekly store visits with team members. They pull up an employee’s profile, sit down with them, and talk about areas of strength and improvement,” said Rick.