Every QSR franchisee wants their customers to love them. And most franchisees measure this love through voice of customer scores (also known as VOC). But getting great VOC scores can be an ongoing challenge. Here are 7 strategies that will help you and your team earn outstanding VOC results at your restaurants:
- Lead by example. How you interact with your team has a big impact on morale and how they treat customers. Be sure you greet team members as they arrive to work, and say goodbye as they leave. Show interest in them personally, and remember to thank them for their efforts every day.
- Be customer-centric. Customer service needs to be a focus during interviews, orientation, and training. Role play customer interaction scenarios and create the expectation up front on how to deliver the ideal guest interaction.
- Know your numbers. Use data as a baseline for how your team is performing – and in what areas you want them to improve. Savvy franchisees are using software like Delaget Coach that automatically rolls up daily, weekly, and period scores for key performance metrics, which makes it easier to drive improvements, address issues, and reinforce good behavior. And don’t forget to share the results with your team!
- Train your cashiers. A positive guest experience starts with what happens at the register. Cashiers’ friendliness, menu knowledge, order accuracy, and the pace of the transaction sets the tone for the entire dining experience.
- Write a great schedule. Balance the talent on your staff across all day parts, especially during times when your results are below standard. Focus on your brand or company’s day part service time goals, and be fast, or get faster, while serving great food from a friendly team.
- Do it right. Remember – your customers come in to eat. The order has to be made right and presented neatly on a tray or in a bag. Be sure to include the requested condiments, napkins, straws, and plastic-ware, too.
- Make it personal. Prioritizing the “little things” can have a big impact on customer scores. For example, say “hello” as guests enter and “goodbye” or “thank you” as they leave. If cashiers enter customers’ names into your P-O-S, make sure they thank them by name. Offer guests samples of new items and desserts. Provide drink refills, remove trays from tables, and ask guests how their meal is. And finally, open and close doors for customers.
Implement these 7 strategies, and in no time you’ll be seeing the love from your customers in higher VOC scores. For more on how you can track and improve your restaurant’s customer scores, visit Delaget.com/coach today!