Multi-Unit Franchisee Magazine Issue IV, 2013 | Page 58

“If we hire a little tougher, we can
manage easier.”—Glenn Mueller

train theoretically, preach all day long,”
says Charlie. “We try to use real data as a
case study to improve. We can never stop
improving, never reach the level of perfection possible.”
Recently, they started going back through
the responses and are conducting refreshers on cashier training, most notably the
interactions with the customers: how important it is to speak to customers, make
eye contact, and how they handle the sales
process, and they’re using the responses for
further training.
“That’s one thing this feedback gives us:
live, real, feedback from customers, and the
cashiers are the primary people who interact
with them,” says Charlie, adding that for
many cashiers the feedback is eye-opening.
One example involved a customer having
a very different experience in two of their
stores. The problem was that the customer
liked a sandwich that wasn’t programmed
into their POS sys [K