We had an idea: each Team Leader gets a bonus worth $2 for every hour they work in any month they score 100% on the customer experience check and sanitation check. This could be huge for Team Leaders. Like enough money to buy a nice bike each month.
But to make it work we had to come up with a “customer experience check” and a “sanitation check.” We’re pretty new to this being a larger company thing, and believe it or not we didn’t have anything like this in place. Lucia and I sat down to put together a checklist for customer experience. We wanted to focus on the stuff that matters the most. And we didn’t want anything to be debatable. So each answer should be black or white, it either happened or it didn’t. No in-betweens.
This was our first draft. Since we’ve gone through a few iterations. And we put together an online form using this tool called Wufoo (terrible name but it works well). And we did inspections for August. Today Lucia is going to announce the results. I hope everybody aced it, but to be honest I’m not sure I would have first time around when I was running MIT.
I have to say, as a regular customer, the things outlined on this board have little to do with my experience as a customer…and especially does nothing to address the lack of consistent food that has been coming out as of late.
When I see posts about the logo change, t-shirts and colored booths, I find it a bit frustrating given the experiences of folks who are looking for a more consistent product. I’d like to know more about how you are addressing that.
Jesse,
Following up offline to get some specifics.
Thanks so much for this,
Lucia
So, I ordered the fennel v.2 sandwich and the sisho lemonade today, and was asked to give feedback on them both! I couldn’t find a place to give feedback on your site… so I thought I would do it here.
Fennel: AMAZING! so colorful and seasonal. It was really a perfect marriage of ingredients, also… it just looked beautiful. My ONLY suggestion is to spread the fennel relish on the side of the pita so it’s not in the bottom 20% of the sandwich. It was soooo delish!
Lemonade: Of course it was awesome. I’m surprised sisho is in the “mint” family, because it was not minty at all. It was herby, of course, and very subtle… also really yummy.
Thanks for giving us healthy options here in Kendall Sq.
Thanks so much for the feedback, Steph! We’re going to work on the even distribution of ingredients on that sandwich.
Nice to see the explicit focus on Customer Experience. It can often be seen as common sense that doesn’t need to be be explicitly addressed, but it’s important to get it right.