It seems that our natural tendency, after discovering a problem area in our business, is to want to address the problem with our entire team versus identifying and going directly to the source. However, if you can get to the root of the problem and address this directly it will save you and your team a lot of time and frustration. Preferred Feedback was designed to not only identify a problem area but help you get to the bottom of it.

The Director of Operations of our Taco John’s restaurants shared the following experience…

In the Taco John’s world, Potato Olés are a very popular product. So much so that two of our 18 survey questions are Potato Olés related. One of those questions is “Were your Potato Olés hot, crispy and golden brown?”. One of our restaurants was getting a very high number of “No” responses to this question. As a matter of fact over 15% of our guests were not happy with their Potato Olés. After discovering this, the restaurant GM immediately scheduled a store meeting to address it. Every employee was required to watch the training video again and it became a topic of discussion everyday in the restaurant.

A month later, the problem still existed. The GM was frustrated and visited with all employees again. The Director of Operations followed up and he and the GM checked fryer temps, oil quality and oil handling procedures all of which checked out. It wasn’t until then that our Director of Operations remembered that he could query mystery shopper results. He logged into his Preferred Feedback account and generated a report for that two month period. He simply clicked on “edit” and ran a query asking to see reports using only surveys from people who had a negative response to the Potato Olés question. When he looked at the Overall Breakdown Report, he found the answer very quickly. Almost all of the negative experiences had taken place at night. It turned out that we had a night supervisor with an attitude problem. He worked most of his time on the production line, he did not take the coaching and training seriously and was stuck in his old bad habits. As in many situations like this, we basically had one person that was negatively impacting a large number of our guests. By addressing this situation with the one individual we were able to fix our Potato Olés dilemma.

PREFERRED POINTER: Preferred Feedback will help identify operational opportunities for you. Don’t forget to run a query on any question that is of concern. You may find the answer to your problem very quickly.