On this week I decided to make rather large changes, which in retrospect might not have been the best idea since I had such a good thing going. These changes included extending hours on weekend and hiring more servers not just for these additional hours, but also to make my server per hour ratio higher in hopes of increasing customer satisfaction ratings. Along with that in anticipation of a huge week of sales I ordered 60 lbs of our premium organic coffee and kept the $.50 coupons in the paper.
All of this did lead to a huge week in total sales, but due to the higher costs revenue was somewhat stagnant. The percentage of potential achieved remained around 60 to 65% depending on the day of the week, that being actual sales divided by capacity. Everything rose, however comparatively I slipped out of the number one spot in each of the three categories. I was really disappointed that customer satisfaction did not go up higher, since my high-cost moves were to gain more satisfaction as opposed to simply gaining revenue.
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customer satisfaction is tied to worker satisfaction and how long they have to wait to get their coffee. You might look at what your server to customer ratio is. I also find if your managers have to help out that seems to hurt satisfaction.
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