To build guest relationships K&N Management, a US Owner of Fast Casual Restaurant Chains, benchmarked best practices inside and outside the industry. K&N identified each guest at its Rudy’s Chain as either a rookie or a repeat guest. Rookies received a hearty welcome before the cashier provided samples of signature items, explained the menu step-by-step, and clarified the ordering process. Repeat guests were welcomed back and given samples of items they might not have tried on previous visits....

BPIR Categories

1.3.1 Build customer relationships
1.1.1 Customer performance/satisfaction measurement

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