Pulse 80/20. evaluate your business as a customer based on the five Ps of the pulse reports and then follow up by looking at how your business operates, recommending ways to streamline process, improve guest satisfaction while maximizing profits. start with a secret customer visit, this is not the whole story of your business but it is the fundamental focus in the process as if you are losing your most valuable asset, your hard-earned customers at this stage then everything else you do is worthless. We understand that each customer has a choice and we want to help them to choose you. The evaluator a visit as a guest and fill our 400+ point sheets that we have designed to give you an overall view of the business based on our 5 P’s that are the best practices required to be successful in our industry. Place - The cleanliness, general repair, atmosphere and guest equipment Product - The service culture, service timings, food /beverage products served, temperatures. Price - This billing procedure and perceived value for money Promotions - From the initial welcome, active selling, collecting of guest details, menu layouts and printed materials. People - The person(s) serving, attitude, appearance and hygienic approach to the operation. Why Pulse 80/20? As you may be aware most business make 80% of their profit from around 20% of the things they sell or do. Some even gain a bulk of their revenue from a small amount of their guests that they need to identify and keep. After the guest survey is completed a full inspection is made of the parts of the business your customers will not see, this includes in depth walks through the back of house areas, in kitchens and behind bars along with reviewing your operating figures and sales analysis. We then work with your team to analysis the data, review menus, products, suppliers, recipe costing, manpower utilization and assist in repositioning your business for exponential growth in the next 6 months. By walking you through how you handle the simple guest needs of being welcomed into the outlet, being engaged, having the right food and beverage for the price paid, being thanked for the business and then analyzing what you do to deliver on these points, we can then start to see ways of streamlining, innovating and realigning your processes for the future. There are no complicated or hidden points to this exercise we are just taking a snap shot of your business and your ability to deliver a great experience for the guest. my recommendations are then based on the information gained throughout the visits and our experience.
Posted on: Mon, 14 Jul 2014 02:43:27 +0000
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