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We make everyone responsible for every table. Wright employs a secret shopper program to help keep employees focused on delivering superior customer service. Gordon Food Service® helped us set it up, Wright says. And now we have a group of people who come inon a pretty regular basis. Unbeknownst to employees, these shoppers fill out a detailed form of everything were looking for. Wright posts the results in all three locations to let staff know what areas need work-and to make them aware that they may be shopped at anytime. Team serving is another service-elevating tool TJ Chumps employs. We dont expect one person to be able to handle the volume of business we do, Wright explains. So we make everyone responsible for every table. Servers are still assigned to individual sections, but, if anybody sees that a guest needs a coffee refill or a table of 16 requires additional assistance, were all expected to pitch in. This team approach echoes the success of the Wright-Leigh team, which continues to look ahead. Weve had three very different experiences with our restaurants, Wright says.
