New Guest Experience Assessment

[Bill Bindal]

Stores are being told abt new GEA requirement. Any take on it. What is NC viewpoint. While I was talking to employees, a guest came and told me that breakfast biscuit's packaging is not appealing enough. Told FC, who kinda ignored guest's feedback.

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[Ann Sekhon]

 

> Subject: (ZeeMail) New Guest Experience Assessment
> From: bil...@gmail.com
> Date: Mon, 21 Apr 2014 18:52:03 -0700
> To: zee...@googlegroups.com

>
> Stores are being told abt new GEA requirement. Any take on it. What is NC viewpoint. While I was talking to employees, a guest came and told me that breakfast biscuit's packaging is not appealing enough. Told FC, who kinda ignored guest's feedback.
>
> Sent from my iPhone
>

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[Jack Rugen]

My FC did new GEA on 4/23: guest score-53%; store view-36%; FF/Prop cleanliness-33%; prod quality 71%; infrastructure-23%.  Total cleanliness-31%, fresh food exec 45%.

Don't kno if it's good or bad.  Was busy in store that day w/1 sick call.

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[John Irvine]

All of the inspections and threats of LON and Breach have lead (predictably) to sales declines.  If you terrorize your sales force....  Guess what they stop producing.....  When you replace a management team trained in retail merchandising and replace with people who are trained to break things and kill people....  Guess what?  Sales decline.....  The new inspection terrorization tool puts a huge burden on the FC.....  If you have a 2004 agreement I would not pay any attention to this latest attempt at ridicules bad management....  I for one am sick and tired of SEI management and Franchisee leadership that are afraid to say anything about it.   Paying dues so that people can golf and stay in 5 star resorts is kind of dumb......

[Bill Bindal]

We need strong leadership where issues and only franchise issues take precedence. Rest everything is space occupying, clock watching and time consuming. Communication means debating, talking and discussing, not just listening. After all our goals are (should be) the same. But some times a bad negotiator (agent) makes its stakeholder to loose 100 dollars for his three dollars commission.

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