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.
Here is our thesis:
Customer service is the lifeline of all enterprises. However, it is delivered by staff of unknowable skill, to guests with unknowable benchmarks, making staff performance AND guest satisfaction nearly impossible to measure or prove.
How do we approach that challenge?
We ask everyday customers to give us an idea of the quality of the service. It could be anyone and anywhere, but good service is universal.
Think tripadvisor + linkedin for the staff; an objective tripadvisor + HR management system for enterprises. Customers rewarded. A win-win-win.
We can offer enterprises real, straight from the source feedback from customers, so that you can have certainty of how your team is performing on a daily basis.
No more surprises, no more waiting for google or yelp reviews ( IF they happen).
And let’s face it, there is very little feedback in between complains and compliments. Few people ever take the time, but those moments are just as crucial as the highlights or the low points.
Industry poll says: The cost of a bad review? 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.
We are a team of Hospitality professionals and enthusiasts that found themselves in need of a novel solution to an old problem: finding the voice of the customer. Sales and tips only tell a small part of the tale.
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.
Good service is good service, and we believe there are universal indicators. But how would you know for sure if someone in your staff has talent? Currently you don’t. ‘Soft skills’ are considered ‘unmeasurable’.
So we are proposing a simple way to find out if your staff is really performing as you would hope for: have customers tell us directly how was the interaction. It doesn’t matter what capacity, what level of interaction. What matters is talent and aptitude.
WHAT WE OFFER YOU
Nobody knows with certainty what happens between your frontline staff and the customers. But with a little asking we can get you better metrics and a more detailed map of the customer experience.
HOW DO WE DO IT?
‘Crowdsourcing’ is just another way of saying Listen to the customer in a more digital way. Customers don’t want to or have time for surveys after surveys at the end of a meal.
Our solution is fast, simple, painless.
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
We offer enterprises a more granular 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.
As the NYT article quote above says, there is opportunity to be gained if one knows where to deploy efforts instead of aiming blindly, trying to put out fires all over the place.
The data we provide you can help you make objective decisions beyond politics at work. Attitude and Aptitude determine the work of staff, but without guidance and feedback it is impossible to know if and where there is room to improve.
DON’T TELL STAFF TO ‘BE NICE’.
KNOW WHO IS NICE.
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?
With Agaru Enterprises gain better insight of the performance of their teams with more granular data and customers can express their opinion in a simple way.
These interactions 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.
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 waiting for trainwrecks.
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 TripAdvisor + LinkedIn but for the staff
We’ll vouch for their talent so that they can have a better sense of self-worth and control over their lives, their talent and their standing with peers. All the hallmarks of what makes better living.
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.
A motivated staff is a productive staff, and that we can promise.
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?
A mystery shopper brings you only the voice of ONE person, which can have many many kinds of biases towards gender, religion, age. However, depending on your establishment, there could be potential THOUSANDS of votes a month telling you a more complete picture of what and when things go right. What would you prefer?
We have 6 dimensions that we can get data on:
- Product Knowledge
- Tableside manners
PRICING AND INFORMATION
Our model is comprehensive, and rated on a sliding scale to the size of the venue. We operate on a monthly fee, and you can setup whenever you prefer the payments to be made.
Our fees start at $8 a day, depending on the size of your Enterprise. This is the equivalent of piece 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? No more guesswork, no more dealing with politics at work with the staff (and the risk to company and employees that it carries).
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.
JUST CURIOUS? NEED MORE INFO?
WHERE ARE WE ACTIVE?
We have votes of enterprises from 10 countries :
Not convinced? That’s OK. Feel free to browse our list of resources that we have put together for hospitality staff.
Perhaps there may be something your staff can find useful. Check out the link below, and thank you for considering our offer.
In the socials: