Four Ways to Elevate the Guest Experience

Here’s a short video of Mark Sanborn, at a speaking engagement for Buffalo Wildwings.  Interestingly, he speaks to “Four Ingredients of an Elevated Experience:”

1. The Guest Always Receives Value.  This means the Guest gets what they expect, even if their expectations aren’t right.

2. Surprise the Guest. If something was “as expected,” then its just “value.” However, if the Guest receives service or product that was not expected (in a pleasant way), then the guest is pleasantly surprised (and they will tell stories about your organization).

3. Your Job as a GM, Franchisee, or Manager is the Management of Guest Emotion.  The question is: “Did the Guest leave happier than when they came into your restaurant?” If they did, they’ll promote you (i.e. become a net promoter). THIS is the lifeblood of a brand…because Guests won’t simply tell bullet points about you, they’ll tell a (positive) story about you, and usually along the lines of “You MUST try this…” or “You MUST go there….”.

4. Guests Want to be Insiders! So know them. Know and use their names. Know and mention their “usuals.” Guests want credit for their loyalty!

Driving Customer (Guest) Experience Transformation

A short but informative video. Please note in particular, the “4 Customer (Guest) Experience Core Competencies.” They are described here as:

1. Purposeful Leadership: happens when leaders create a clear vision and act accordingly

2. Compelling Brand Values: having a strong sense of your brand’s values, which drives “who you are”

3. Employee Engagement: disengaged employees cannot create engaged customers (Guests); if you want employees to consistently deliver a great customer (Guest) experience, then they need to be valued, supported, and buy into your mission

4. Customer (Guest) Connectedness: in order to deliver on the needs of the customers (Guests), you must first understand those needs, Customer (Guest) Connectedness is about ensuring that all of your decisions are based on a deep understanding of what customers (Guests) are doing, thinking, and feeling. This takes a lot more than just using surveys

Customer Experience is not a veneer, but a reflection of the company’s culture and its operating processes (“Brilliant at the Basics!”)

If a company wants to build sustainable differentiation (from its competitors), then it will need to create a customer (Guest) centric organization.

Marco’s Pizza on a Plane

http://www.nbc24.com/news/story.aspx?id=1210545#.VXNNIs9VhBc

TOLEDO — Marco’s Pizza is taking off to new heights – sort of. Photo

The Toledo-based pizza company has delivered pies to hungry folks across the country, and now, even an airplane full of famished passengers.

On Tuesday, a Delta flight was grounded in Knoxville, Tenn., a crew member ordered up 40 Marco’s pizzas. Those pizzas were quickly delivered to delighted passengers on board the flight originally scheduled from Philadelphia to Atlanta.

Torrential rain at Delta’s Atlanta hub greatly disrupted air travel on Tuesday.

“I was a bit taken back at first,” said Ashley Akins. Marco’s Pizza Store Manager. “We never delivered pizzas for airline passengers before, but it sounded like a great idea – an airline pizza party. My focus was getting the 40 pizzas done fast so that we could boast an ‘on-time’ delivery.”

Delta says the pizza delivery was part of a company-wide initiative to provide food and beverages to passengers when weather disrupts airline operations.

Marco’s Pizza is headquartered in Toledo where it was founded by the Giammarco family. The company now boasts more than 600 stores in 35 states and the Bahamas

2015 Marco’s National Convention: It’s Good to Be Us!

Many are commenting that last week’s convention in Tampa was the best in our company’s history. It was full of energy, enthusiasm, and motivation. As an example of that, check out this hype video from the convention, which includes our President, Bryon Stephens.

It’s Good to Be Us!

A Look at How Chipotle Cultivates Its Future Leaders

Here’s an interesting look at how a leader in the QSR industry capitalizes on its organizational culture to grow, and select, future restauranteurs. If you doubt the value of organizational culture to the success of not just the organization, but its people, then take a look at how Chipotle uses it.