Service
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PRP & Efficiency: Store is/was well-prepared for rush – DMR Pre rush Prep: Line stocked, dough out, cut table stocked and at least one extra bag of cheese under the line. (minimal runs to the walk-in during the rush).
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All customers being greeted within 5 sec. Greetings are genuine/friendly and eye contact is made with Customers.
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All Team Members are proficient on POS usage. (Taking orders, discounts, menu knowledge, upselling and navigation).
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Condiments are offered to every carry out customer.
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Team is quoting accurate delivery/pick-up times, and communicates well with Customers when times aren't met.
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MIC understands how to properly handle customer complaints. (Toppers Guarantee) How to refund, discount or otherwise correct issues to satisfy customers.
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Phones are answered within 2 rings. Nusutus Users: 80% AOT or better.
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The team understands and uses the slide technique for being efficient during the rush.
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Hustle: Team is moving with a purpose, Drivers hustle in and out of store.
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Makeline is not broken down during business hours. Makeline is not flipped during rushes.
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4 week average Load times are 4 min or less.
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Out the Door Time.
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Percentage of Single Runs Above 75% or higher for the last 4 weeks.
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Late Percentage for the past four weeks is 15% or less.
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Online ordering is kept on according to the standard.