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-- Michelle joins us now to talk about how Boston market is expanding.
At what point you guys were gangbusters and then kind of contracted a bit -- but he -- What would we be you know reading -- pretty formulating our restaurants focusing on customer service but -- think we've been engaging or staff.
And engaging the staff needs to -- in your customers.
And we've also upped the experience at Boston market we've gone to -- played -- -- cutlery and sort of the plastic where we -- Before it's interesting I would imagine that's gonna cost you more because you have to I used to be a dishwasher when I was in college I you -- -- dish sterilize or because that's what's really is going on.
But that's more labor intensive and more costly isn't.
What it is but the fact that the horse is -- up.
Those costs have been absorbed.
And we've had tremendous success with the changes we've made and engaging -- staff we've had thirty months of positive -- Syrians and our restaurants and we -- -- -- 180000.
Dollars over two years and stadiums that they -- the customers said you know we love the changes you made -- -- the change in attitude we loved engagement with us.
And our staff have been exceptional that executing.
Those new standard did it.
Using music haven't you haven't tweeted what -- -- like for them in front of the get go which is the food or have you changed the recipe is not much not at all I mean since I've been on board which is two and a half years -- -- -- the -- great rotisserie -- This is gonna be our first new product introduction that with talk about today the -- -- that -- -- That's double what we talk about that again that I just got -- you I much prefer to eat off of I guess it's a China plate and using I love -- heavy utensil.
Classic works but it's it's not the same experience I understand.
Is he doing -- the experience but the food is got a taste good to tell me about what you guys are expanding its.
-- we just launched on Monday after several tests.
The -- -- -- -- descend to reach -- ribs then there's smothered with -- we're -- barbecue sauce and then we used for -- chicken it smells wonderful by the way they can't smell it thank you watching that we've gone.
-- there's smoke team and -- -- featuring him out our restaurants now displayed in front of us is a quarter chicken.
With a quarter a rack of ribs with -- side orders and corn -- For 1299.
We also served a quarter Iraq for 1099 and we have to half practically.
Their research we've done their feedback we've caught the test results have said.
This is the right fit for Boston market chicken -- ribs go very well together just like bacon and eggs.
Yeah no absolutely and it's -- see if you give people the choices of quarters lab have -- Who want to show the growth that you were just talking about because it's a company that has been celebrated then on national food chain came in.
Thought that national food chain died of lead sold them yet you guys -- -- just independent by your your.
And you've been -- for how long two and a half years now did you bring this concept of customer service and -- the experience to the table was this.
When it it was tested just before -- -- -- in a couple of markets.
And so I was asked to come in and implement some of the new ideas and new approaches and then I commend.
And given my experience in the restaurant business tweaked some -- it.
But what we found the key was to engage our people so we went -- course -- course met with all our employees or lowered GM's.
And talk about why we need to change and the fact that we need to know.
Have a different attitude with -- -- customer.
And our staff -- he accepted that idea.
And they've surpassed our expectations at the same time we think that some follow restaurants we modernize the outlook on doubts about the -- is that the same.
Now we made some changes to -- -- we have boards and our -- -- because again our staff few new York and New Jersey.
On 10 my visits -- George wanna shall we how we eat.
More -- we don't put it on it creates.
The way it's prepared you we stack it -- -- form -- yeah there's another way to eat the food.
And that we -- some resurgent -- that's how kids eat at home run and also -- -- -- but to forward to drive through window right so we introduced boards that would have vick's success -- A few months ago we introduced Tuscan chicken.
Which is just keeping the chicken at new flavor and you spices and outside.
And that's has done very -- for us but it was always tweaks about the same.
Ford does is going to be -- first product -- in seven years there when will this hits stores nationwide with that I did on Monday well Monday a Agassi as the results in the first three days are just phenomenal you know be -- targeted 8% of -- and -- would be a success factor.
-- -- hitting fourteen and -- half percent mix on the ribs and without advertising we're gonna start national advertising next.
Monday and you're about to hit barbecue season by the way we're going into late spring summer I mean who doesn't want ribs and chicken this time -- absolutely.
The last -- -- -- that -- wanna show -- web site.
And I'm going to thank you for joining us it really does boil down.
To the customer experience for mr.
-- -- is talking about bonuses for employees who outperformed.
What did you think of what he said is that something you would consider doing -- of these guys are.
What we're doing get I -- you that you talked about going so many days without a complaints that that is one thing we measure and reborn as our managers on its part also -- -- score -- -- That we also do mystery shops in our restaurants and if they hit to certain target we give a bonus to -- hourly employees so engaging distaff is very important.
Are you read every complaint -- if you're competent conservative web and I quote sometimes of the customer's personal.
Cause I'm interest that you know what's happening that's how we can improve.
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