Proposal to Retrain Staff

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Complaints are very bad on a business when they are not handled correctly. When you take care of a problem, it can turn into something positive, not all negatives are bad. Make sure your staff is trained how to handle customer disputes and if they cannot handle it find someone who can, but in a nice way. This just another reason that the crew needs to be trained to handle each problem as if it were the biggest emergency that they had ever seen, which means they must handle it with dignity. Respect goes a long way in issues with customers. Put in the effort, and you might find they leave happier then when they came in. All problems no matter what it maybe food or service deserve a free meal or a gift certificate for another time possibly even more than one and immediately give them a cookie or a pie something to make them realize that you care this shows the customer that you care and want them back, regardless of cost. We know that this will be made up by the second time they come back and then they will tell others how we could make it up to them.

In the store that I am associated with our drive thru does approximately 60% of our business so I would like to say that is our biggest problem. The order taker does not have the patients to wait for the customer to place the order and then rushes and makes mistakes when inputting the order. There is no I in teamwork, and teamwork is a main concern, everyone is working for themselves and not with anyone else. When this happens, the order is transmitted wrong to the kitchen, which means the order is wrong and then we must fix it. As stated earlier in this memo we need service improvements so we can reduce our waste and profits. There needs to be accountability at the window, what I mean is that the order takes the order wrong, and the cashier doesn’t check that the order is correct, they both need to be talked to, not yelled at but remind them that it is their job and they need to step up and do it correctly as they learned on Guru and if need be go back and redo that module.

Request for Research

When looking at the issue of good service, excellent speed of service and customer service and not necessarily in the that order sees there is a conflict, what is the most important, customer service should be first but that is not always accomplished. The crew and managers must work together to make this business work. Wait time is a priority, cooks make the order correctly and then the cashier takes the money and then we need to pass the order out. If one those are not done in that order, then the process is corrupted and the customer must wait for their order. We are supposed to serve the order with in 2:45 seconds and it can be done. Another suggestion: cross training of all the crew so that no one person is confined to stay in one spot all day, every day, as this causes boredom and then mistakes or resentment. cook, make the order correctly and then the cashier takes the money and then we need to pass the order out. If one those are not done in that order, then the process is corrupted and the customer must wait for their order. This will compromise the procedures that will make the restaurant run in the most effective way. When this happens, we must try harder to make this work and that is another reason that we need to retrain our staff and that also includes the managers. When a manager does not have control of their staff then nothing can happen. Respect from both managers and staff is earned, and without it everyone does their own thing and makes it more difficult for everyone concerned.

If you aren’t concentrating on customer service and providing ongoing training to your entire staff, it’s time to make this a priority. We drive this point home with the results from one study that says 89% of consumers have stopped doing business with a company after experiencing poor customer service. The same study also found this statement true: 86% of consumers will pay up to 25% more for a better customer experience. (http://www.slideshare.net/RightNow/2011-customer-experience-impact-report, 2011)Customers want a return call from the supervisor to ask was there everything handled properly and were they happy. Social media plays a very big part in all this as when someone puts a bad review it spreads like wild fire and this too is bad for the business. When your name appears on Facebook everyone reads it and then rumors start and there is nothing can be done to correct it, as once it is on the internet it stays on for life.

Suggestions

We must look at how all the of our stores in our district is doing, and if there is one that is doing so much better than we are (not just speed of service), but also employee retention. Then there should be a meeting between that store manager and all managers to have a round table discussion as to why or what they are doing different. It could be something so small as how they are encouraging their team (with words of praise) and how the team responds. There are classes online that will help with increasing a person’s self-learning or self-esteem. Everyone needs to be motivated in a way that works for themselves as well as the company.

Conclusion

I have shown you that we have an issue with customer service now comes another problem that I have touched on before but will talk about it now. If a customer must wait too long and then the order is wrong, we will lose this customer to a competitor, lose profits and lose face. One bad comment on the computer or by mouth can be extremely bad for the company. What I am asking or wanting to do is to help this company to become the best that we can. All we need to do is work together as a team. Treat our customers like they were family, when this happens we can grow. I am suggesting that we redo our training every year as some details may be implemented and needs to be reviewed as needed. We need to make the crew feel good about what they are doing and learning, positive response makes a world of difference. I would like to do more research on exactly what can we do to make this business the best. All we need to remember that teamwork, customer service, and good food will keep us number one again and bring back the King on top. The slogan of we make it your way or no way has not been used in many years as it was outdated but the meaning is still sound.. I am not blaming anyone or anything on this request to research, I just felt it needed to be addressed sooner than later.

Burger King in general has a very good reputation for being far and just to the employees as well as the customers, we just need to build on that so each and every one wants to be the best they can and that we can provide our customers