Restaurant operations are complex – and the grasp a General Manager has on those complexities is clearly reflected in the overall guest sentiment.
But, in order to improve the clarity a GM has within their restaurant, it is necessary for operations to be broken down into digestible parts – and the parts into subparts – with satisfaction being measured across each area.
Beyond that, maximal alignment between GMs, their teams, and the customers would come about when guest feedback data automatically informs restaurant units of the singular area that needs the most work – perhaps, in the form of a goal.
Well, this is exactly what the Tattle customer feedback platform does.
Let’s look at how Tattle Objectives help restaurant brands align GMs with their teams to significantly improve the overall customer experience.
97% of workers and employers believe that the lack of team alignment influences the success of a task or project. (McKinsey study)
Step 1: Feed The Algorithm
Tattle Objectives are built upon a powerful algorithm. In order for that algorithm to isolate operational areas that will most improve guest satisfaction, there needs to be a plethora of high-quality feedback data at the outset.
Only then will GMs and location-level teams get a clear picture of what needs working on.
Through the causation-based approach of Tattle surveys, scores for over 50 operational categories and root-cause factors are obtained from each and every guest. This groundswell of insights gives the algorithm more than enough data to succeed and enables each location to monitor their progress month over month.
Step 2: Get Your Objective
Every 30 days, the Tattle algorithm provides each individual location with a new objective. It’s worth reiterating that this is not a one-size-fits-all, nor a shotgun approach – each restaurant has a custom-curated goal.
There are so many factors at play with each unit – in fact, anything other than a tailored methodology would be grossly insufficient. Regardless of any given location’s ordering channels, staff size, dining availability, geographic area, or more, there is an objective suited just for them.
The goals can be based around any default or custom operational category: food quality, hospitality, accuracy, speed of service, cleanliness, online ordering, etc.
Once the GMs have a target at hand, it’s time to execute.
“In speaking with GMs in our product discovery process for Objectives, we recognized early-on that GMs operate in a heroic fashion – they manage the team, implement process, ensure brand-standard execution, and extinguish a consistent stream of unplanned emergencies that arise. Tattle helps to create a proactive monthly playbook that can cut through the noise of reactive, day-to-day management.” Alex Beltrani, CEO of Tattle
Step 3: Align The Team
This is where the fun really begins.
The Tattle platform doesn’t leave you hanging with a vague operational area to figure out for yourself — when you get your objective, you can see the root-case factors that make up the category score.
For example, if a GM’s monthly goal is to increase food quality ratings, then they would be able to utilize the underlying data (e.g. temperature, texture, flavor, spice, and more) and target highly-specific issues.
This eliminates the guesswork that is pervasive across restaurant operations and allows GMs to pave the way for improvements in customer sentiments.
“Tattle helps identify your biggest opportunities, allow you to score and understand whether or not you’re making forward progress in a particular area. Because when there’s too many things to focus on, nothing is important. ” Ryan Wilkinson, Director of Marketing at Primanti Bros.
Step 4: Measure Progress
With feedback coming in, an objective in place, and a team that’s ready to rock, it’s time to start tracking progress.
There are a few different ways to do this, depending on seniority within the brand.
For example, an executive or District Manager can focus on a higher view of restaurant performance and see how a range of units are doing with regard to their objectives. They can quickly view a list of locations and see the assigned objective, along with their starting score, current score, and goal.
On the other hand, a GM and their team will drill down on their own location. They can see all the data mentioned above, plus relevant factor-level information. Additionally, there is a dedicated area to create custom action items and a message center for team members to bounce ideas around.
The pace of each objective is measured, allowing you to see – say in the middle of the month – whether or not you are on- or off-track to hitting your goal.
Step 5: Refine & Repeat
With each passing month, the hard work from location-level teams will pay off – resulting in higher guest satisfaction and greater revenue.
In fact, locations that hit their monthly Tattle objective have an 84% certainty of improving satisfaction within 30 days and a 97% certainty in increasing revenue within 60-90 days.
Unit by unit, this constant refinement process will bring about remarkable results across an entire restaurant brand.
In these modern times, data makes the world go around – and this is especially true for restaurants.
The more insights that can be extracted from each customer, location, and operational area, the better the decisions brand leaders will make.
The better the decisions, the greater the revenue.
The greater the revenue, the bigger the opportunity for expansion.
And the cycle continues – all because of good data, delivered well.
So, are your GMs aligned around granular, actionable guest feedback data?