Someone wise once said that ‘You cannot manage what you don’t measure’
Get in touch with us to see what Agaru can do for your enterprise.
Hospitality is VERY challenging. All hotels and lodgings share some common problems around the world. And the solution can be surprisingly painless.
The main challenges of Hospitality:
1. delivered by staff of unknowable skill,
2. to guests with unknowable benchmarks,
making staff performance AND guest satisfaction difficult to measure or prove.
How would you know for sure if someone in your staff has talent or not?
We ask everyday customers to share their experience in the quality of the service. It could be anyone and anywhere, but good service is universal.
As enterprises scale in staff size it becomes more difficult to track talent, but it doesn’t need to be that way.
Why is this important?
1. Frontline staff spends the most time with guests than anyone in the operation
2. The impression they leave is crucial for the enterprise and even upselling and cross-selling opportunities.
Think tripadvisor + linkedin for the staff; an objective tripadvisor + HR management system for enterprises. Customers rewarded. A win-win-win.
BENEFITS FOR ENTERPRISES
+ Daily/weekly/monthly KPIs of guest satisfaction. Know your talent.
+ We setup a page for customers to vote for your enterprise (great for SEO and exposure)
+ Harness your staff interactions with customers to get better insights and engagement
+ Better experience = happier guests = returning guests = higher profits
+ We provide your staff & management with training material, social recognition and feedback.
No more surprises, no more waiting for google or yelp reviews ( IF they happen).
Industry poll: The cost of a bad experience?
100% say Impossible to quantify.
Having constant feedback is the best way that we can think to improve the quality of service and prevent bad reviews.
Our solution will give you daily / weekly / monthly reports of your staff performance.
Know who are your key players. Train those lagging behind. Bring up talent, not politics.
WHAT WE OFFER YOU
Next generation of KPI’s that can combine with you other dashboards to offer you ultimate insights on productivity
We can get you better metrics and a more detailed map of the customer experience / touchpoints.
We reward customers and staff for participating.
Enable objective decisions, with metrics to back them up.
The votes help staff and companies work better with each other.
+ Better private customer feedback instead than out in social networks
+ Hire pre-vouched talent (time saving)
+ Have your customers do marketing for you by sharing their experiences. Win-win-win.
HOW DO WE DO IT?
‘Crowdsourcing’ is another way of saying Listen to the customer in a more digital way.
Our solution is fast, simple, painless.
WHY IS THIS IMPORTANT? BECAUSE WHAT YOU DON’T KNOW WILL HURT YOUR BOTTOM LINE (READ MORE)
A customer that gets a poor greeting is on track to be on edge and less receptive to the efforts of the rest of the team. Not knowing hurts.
On the other hand, a great, positive reception can enhance greatly the perception of the overall experience, managing customer expectations from the onset.
And in both cases, you may never know which way things went or why.
Some customers will place more weight on some things than other, and that is part of the challenge. To some, the decor is of indifference. To some, food is only fuel. But not knowing makes work much harder than it needs to be.
PREVENTION IS ALWAYS BETTER THAN CORRECTION (READ MORE)
We offer enterprises a more detailed view of the customer experience. What were the sticking points? What was less than ideal? There are many elements that make a customer experience, and all of them are parts that can be improved upon, if we know where to look.
Get the data you need, have your staff on point with every customer interaction, and know how are they doing in the crucial ‘Moment Of Truth’ interactions.
OUR SECRET : SOCIAL RECOGNITION
Let’s face it, the trend is clear: Millennials and the younger generations expect to have more meaning and recognition from work. How can you automate that to keep them engaged and learning? They also expect higher income derived from their skill, how do you balance that?
Customer participation and recognition foster a sense of community with your guests towards your establishment, bringing loyalty and even free marketing from devout regulars.
Down the road you’ll be able to spot the talent and offer further training or perhaps a raise to those that demonstrate the right attitude and aptitude. What better way to find future manager or VP?
Even more, when recruiting or hiring new candidates that have this record as a reference you will know with certainty their ability, instead of ‘training, traying and praying’ !
With an entry in our platform we can automate recognition (which brings loyalty). Even better: we can automate this. No more guessing, no more internal politics.
We make tangible a record of those whom are great at their job, and do it with heart. This record will serve as a reference of skill, and be part of the staff to help them improve.
Think along the lines of a private TripAdvisor + LinkedIn
We’ll vouch for their talent so that they can have a better sense of self-worth, a hallmarks of what makes better living.
DON’T TELL STAFF TO ‘BE NICE’.
KNOW WHO IS NICE.
We also offer quality content for staff training at NO EXTRA COST if you sign up with us. Have insights that are fresh and relevant to today’s customer preferences and choices.
HOW DOES IT WORK, WHAT IS THE DIFFERENCE?
One of the major differences is that we reward the staff AND customers for their participation.
In short: the fees paid to Agaru are distributed back to staff and participant customers according to their participation.
This creates a powerful cycle of participation –> feedback –> positive reward –> recognition –> engaged participation.
All while giving the customers better service in search of further rewards. It’s a win-win.
HOW IS THIS DIFFERENT FROM A MYSTERY SHOPPER? (LEARN MORE)
A mystery shopper brings you only the voice of ONE person, which can have many many kinds of biases towards gender, religion, or age. Or may not ‘get’ your business at all.
Depending on your establishment, there could be potential THOUSANDS of customer votes a month telling you a more complete picture of what and when things go right.
In our experience a waiter, for example, will interact with over 5,000 customers in one year. That is thousands of more data points, priceless direct customer feedback that you could use to improve operations.
What would you prefer?
We have 6 dimensions that we can get data on:
OUR DATA DIMENSIONS
ADDITIONAL AND CUSTOM
Ease of ordering
And the sky is the limit !
PRICING AND INFORMATION
- Basic breakdown of scores
- Custom feedback page
FREE training material
- email support
priority email support
Discounts and deals with our partners
- Real time feedback from guests
Custom metrics score
API integration with accounting software
- Custom feedback page
phone and email support
- FREE staff training material
- Back of house module too
- Discounts and deals with our partners
Our fees start at $8 a day, depending on the size of your Enterprise. This is the equivalent of peace of mind for the same price as a latte and a donut a day.
For $50 a week (two lunches) you can have certainty that your team and your customers are happy.
Isn’t that refreshing?
Let the numbers and your guests tell the tale.
Signup today and one of our friendly staff will get back to you on the double.
Do not hesitate. What you don’t know may be doing more harm to your business than you know!
JUST CURIOUS? NEED MORE INFO?
WHERE DO WE HAVE INSIGHTS?