THE PILLARS REPORT
Volume #1
Bulletin #18
MY PLEASURE
August 29, 2016
Page 1 of 5
KNOWING THE POWER OF A HAPPY GUEST
By: Bill Connell - Franchise Business Director
Great Guest experiences that go above their expectations! Yes that’s
right, Big Boy over-delivers to every Guest!
Take a moment and think of your last visit and the service you received
at the grocery store check out, a department store, a bank, a hardware
store, etc. And don’t even get me started on trying to call a business
with a question or problem—80 to 90% of the time you don’t even
get a person and when you do, they usually are indistinguishable and
humdrum.
Which brings me to my point: Most Guests don’t expect much these
days, because rarely those Guests receive... Great Service.
The following are more or less things Big Boy Guests want and expect:
1.
Clean and well-groomed landscaping and parking lots.
2.
Our Big Boy Statue to be “picture ready!”
3.
An immediate greeting.
4.
A smiling, friendly accommodating staff.
5.
Soft background music.
6.
Their orders to be taken, and it to be correct.
7.
Their food to look appetizing, made correctly, and served timely.
8.
To be checked on.
9.Refills.
10.
Dirty dishes to be removed.
11.
A clean restaurant and restrooms.
12.
To be asked if they would like dessert.
13.
Not to wait for their bill.
14.
To be asked how their meal was.
15.
To pay for what they had.
16.
To hear a farewell.
Continued on the next page...
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© 2016 Big Boy Restaurants International LLC
THE PILLARS REPORT
Volume #1
Bulletin #18
MY PLEASURE
August 29, 2016
Page 2 of 5
KNOWING THE POWER OF A HAPPY GUEST (CONT.)
By: Bill Connell - Franchise Business Director
Now where is the WOW?
Big Boy provides more than JUST a meal, more than JUST the service fundamentals. No generic service at Big
Boy: We engage and have meaningful interactions, we suggest and guide Guests to items you can only get at Big
Boy, in a homey atmosphere of true HOSPITALITY! A value money can’t buy, Big Boy service WILL inspire value!
Team BIG BOY delivers GUEST OBSESSED SERVICE ---100%--- ALL THE TIME! Constantly thinking
about “WOW” Guest service all the time.
Delivering Guest Obsessed Service!:
So how do I give Guest Obsessed Service? Well, first of all you can’t be a robot and be everything to
everyone. At first, choose one, two, or three of the Guests’ expectations from above. Focus on it and
do the very best you can to make it a WOW or Guest Obsessed moment they won’t forget!
Example 1: A family is getting out of the car and you see the children run over and hug Big Boy. Grab
your Polaroid camera (think 2014, Four Pillars Workshop and Dugan’s camera), offer to take a picture of
the kids with Big Boy. Give them the picture. You now have happy parents, excited kids, not to mention
the picture will wind up on the refrigerator showing it off to everyone in their kitchen. Can you feel Big
Boy moments at their home, not to even think about the return visits? (A pretty big WOW!)
Example 2: While listening to a Guest’s order, suggest Big Boy items to enhance their dining
experiences. Preferably signature Big Boy items they can only get at Big Boy! (A yummy WOW!)
Example 3: Be polite. Learn Guests’ names and use them when talking to them. Also, everyone likes to
hear “please and thank you,” use it often.
(An easy to use WOW!)
Have contests with your teams to see who can come up with the WOW—Guest Obsessed idea of the
day, week, month!
What should your typical response be to a Guest: “My Pleasure!”
Continued on the next page...
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or privileged material. Any review, transmission, dissemination or other use, or taking of any action in reliance upon this message by
persons or entities other than the intended recipient is prohibited and may be unlawful. If you received this message in error, please
contact the sender and delete it from your computer.
© 2016 Big Boy Restaurants International LLC
THE PILLARS REPORT
Volume #1
Bulletin #18
MY PLEASURE
August 29, 2016
Page 3 of 5
KNOWING THE POWER OF A HAPPY GUEST (CONT.)
By: Bill Connell - Franchise Business Director
So why “My Pleasure”? What does “It was my pleasure” mean? It is similar in meaning to “You’re
welcome” but it is so much more powerful. It implies you were very happy to help and that you enjoyed
it. No humdrum generic response when using “My Pleasure!”
A HAPPY GUEST LEAVES AND WANTS TO SHARE THEIR
EXCEPTIONAL EXPERIENCES THEY JUST HAD AT YOUR
BIG BOY!
One last thing—train staff to embrace feedback, not fear it. Seek
out feedback. Listen intently when receiving feedback. Learn
from feedback. Focus on Guest Satisfaction Surveys to receive
lots of feedback. Use feedback to improve.
It’s Your Big Boy! Be Guest Obsessed!
GOOD TIMES AT ST. JOHN’S BIG BOY!
St. John’s Big Boy staff made it a point to get out in
the community. Here you can see the staff out and
about, and also making some time to pose with Big
Boy himself!
Big Boy poses with the staff over at St. John’s Big
Boy (Restaurant #334). Everyone was engaged in
the Mint Festival
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or privileged material. Any review, transmission, dissemination or other use, or taking of any action in reliance upon this message by
persons or entities other than the intended recipient is prohibited and may be unlawful. If you received this message in error, please
contact the sender and delete it from your computer.
© 2016 Big Boy Restaurants International LLC
THE PILLARS REPORT
Volume #1
Bulletin #18
August 29, 2016
Page 4 of 5
POSITIVE FEEDBACK RECEIVED BY GUESTS
RE: RESTAURANT #14 GAYLORD, MI
“My husband and I were driving from the UP back to Ohio after vacation. We were tired and
hungry and the restaurant was packed. I was so impressed with the restaurant that I was
prompted to write. We were immediately greeted upon arrival and seated quickly despite
the amount of folks in line. Our waitress was with us to take our drink orders quickly, and she
was so friendly! Our food was out quickly and at least three different people stopped at our
table to ensure we were having a great experience. Each of them seemed sincere, like they
actually cared about the quality of our visit. The entire restaurant was impeccably maintained
and we were extremely pleased with our entire visit. Thank you for putting the perfect cherry
on top of our vacation.
Thank you,”
—Teresa
RE: RESTAURANT #353 ANN ARBOR, MI
“There was a greeter named Anna when I went to the Big Boy in Ann Arbor, she was so
vivacious and kind when our server was backed up, she made great conversation, and even
made my fussy daughter laugh at the time, I love this big boy for so many reasons, and I think
the greeters are so underrated. It was refreshing to meet such a joyful youth..”
RE: RESTAURANT #139 JACKSON, MI
“On July 29th, a group of family members came to your Big
Boy to celebrate our uncle’s 88th birthday. We were seated at
a very nice round table that comfortably sat the eight of us.
We were so pleased with the way it all turned out. The wait
staff (Sydney headed up our table) was very attentive and
friendly with us. We were able to bring in our own cake, and
the staff delivered it to the table, and sang happy birthday.
Everyone was happy with their main meals too!
We are so thankful to everyone there for making this so
special. Uncle Joe said, ‘I never thought I’d ever have a real
birthday party in my life.’ He did, and it was great.
Thanks again.”
Confidentiality Note: This message is intended only for the person or entity to which it is addressed. It may contain confidential and/
or privileged material. Any review, transmission, dissemination or other use, or taking of any action in reliance upon this message by
persons or entities other than the intended recipient is prohibited and may be unlawful. If you received this message in error, please
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© 2016 Big Boy Restaurants International LLC
—Sidnee
THE PILLARS REPORT
Volume #1
Bulletin #18
August 29, 2016
Page 5 of 5
POSITIVE FEEDBACK RECEIVED BY GUESTS
RE: RESTAURANT #276 MANISTIQUE, MI
“We were recently on a four state camping vacation. On our way across the upper UP of
Michigan, we stopped for lunch at Store #276. The manager Dennis Rumrill was superior
in his capacity and proud of it. He made sure to seat us where we wanted and continued to
make sure we were happy customers, to the extent of offering directions to local scenic views.
Our waitress that day was Melissa. She was superior in her duties. Everything with the meal
was fabulous. The chefs did a wonderful job. I had a daily special and it was excellent. Even
the decor is some of the best that I have ever seen in family restaurants. The work Melissa
did that day showed the pride she has in herself and her work. We left her a wonderful tip.
As for Dennis, he believes his store is in the top ten of the company. I think he may be right.
If not, he is still working on it!
Thank you,”
—Keith and Susan
RE: RESTAURANT #297 STEVENSVILLE, MI
“Robert is an amazing server. He always is appropriate and prompt with our food. He always
has a smile on his face, is very inviting, and always is a help.
Thank you,”
—Kirsten
RE: RESTAURANT #65 MT. CLEMENS, MI
“This location is our favorite Big Boy.... great servers (especially Jackie) and great manager,
Linda, who is always on the floor: cleaning the salad bar, assisting her servers and checking
with customers at the tables. We love coming here! Keep up the great work! We have never
had an unpleasant time here and we’ve been coming for a long time! Go Big Boy!”
—Nancy
RE: RESTAURANT #2100 MAYFIELD HEIGHTS, OH
“I am so happy to tell you that our visit to this store was wonderful. The staff made my
grandson’s birthday so special that he can’t stop talking about. Thank you for a special time
when I least expected it. You have a wonderful staff at that store, please keep it up!”
Confidentiality Note: This message is intended only for the person or entity to which it is addressed. It may contain confidential and/
or privileged material. Any review, transmission, dissemination or other use, or taking of any action in reliance upon this message by
persons or entities other than the intended recipient is prohibited and may be unlawful. If you received this message in error, please
contact the sender and delete it from your computer.
© 2016 Big Boy Restaurants International LLC
—Tim