As the title of this blog suggests, if your location sucks than nothing else matters.
There are 3 things that every customer wants from every business they patronize:
- A clean and inviting environment
- Product execution (they want what they paid for)
- Appropriate speed of service
These 3 items are a must-have for every industry from your colonoscopy to purchasing a sandwich and everything in between.
To deliver on the 3 must-haves of great customer service, you have to run great operations at your locations. You have to implement training, systems, and processes. Most importantly, you have to hold your teams at the locations accountable to doing their jobs correctly and following your systems, processes, and training.
Running great operations is the hardest thing to do, especially if you don’t have an Operations Management Platform like OpsAnalitica.
I’m constantly amazed at how many organizations and leaders simply bury their heads in the sand and focus on trivial, easier, things that don’t matter or even worse, they just throw their hands up and say we have a customer satisfaction score in the mid 70’s and that is as good as we can ever do.
You will notice that in the top 3 must-have items, it doesn’t talk about what POS you are using, or if you have a brand new app, or the latest marketing campaign you are running. The reality is that if you aren’t running great operations at the location level every shift, everything else you do doesn’t matter.
You can have the best marketing campaign in the world and a super high-tech POS with online ordering and app integration. If your location is dirty, your team is surly, and you can’t execute, all that other stuff is nonsense, it means nothing. Running great operations isn’t as hard as it used to be, because we have platforms like OpsAnalitica that give you full visibility into every location from your phone.
OpsAnalitica combines your training and paper processes into one easy-to-use platform that guides your teams through their daily tasks and provides upper management with visibility, an accountability mechanism, and most importantly, data to make better decisions. Platforms like this make running great operations much easier and more efficient.
There are so many examples of companies that have bit the bullet and really focused on running great operations, Chick-fil-a as an example, and they have the highest sales per location of any restaurant in their space. They drive higher traffic numbers, higher sales, without discounting because they don’t have to. They don’t have to because their customers receive value from Chick-Fil-A that warrants them waiting in longer lines and paying more for them than their competitors. That isn’t marketing, or their POS, this is Chick-Fil-A actively managing their locations and holding their teams to higher standards.
OpsAnalitica can help you run better operations across all of your locations, so that you can execute at a higher level and I promise you that it will be easier than what you are doing today. Schedule a free demo of the platform by clicking on this link: https://opsanalitica.com/scheduledemo/.