friendly and fresh
TRANSCRIPT
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D5Elite Co-Manager
team
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Driving OSAT
FRESH FRIENDLY
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Quarter 3 ResultsDivision Nashville
Store Number
Number of
Surveys per
month
Overall Satisfactio
n
Overall SatisfactionPeriod 10
Pharmacy
Cashiers
Baggers
Meat/Seafoo
dProduc
e Bakery
62 505 345 64% 63% 78 66 57 65 62 63
62 517 300 64% 65% 89 71 67 63 65 61
62 552 190 64% 69% 77 72 63 65 67 74
62 677 565 70% 71% 83 72 72 71 70 73
62 854 380 68% 69% 97 71 66 74 76 71
62% Average 356 67% 67.4% 84.8 70.4 65 67.6 68 68.4
335 Per Month
+5% over Division Average
+5.4% All metrics above division average
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Want to See how we did it?
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Rock ParikhStore 677
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Assoc iates Development and Empowerment + Consistent Engagement=Highly Sat isfied Customers
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Anna Thrasher
Store 517
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Self Check-out&
OSATHow can we improve OSAT by increasing SCO
utilization?
1) “Ask me how Badges”
2) Weekly Engagement Topic
3) Daily Coaching
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“Ask me how” Badges
Our customers can earn up to 50 fuel points by taking the Customer Satisfaction Survey. This
means, in just 4 weeks they could save up to 20 cents each gallon of gas.
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Weekly Engagement Topic
We, as FE supervisors, FE management, Store Management and District Staff ask the SCO about the topic. If they know it and are practicing it they
get rewarded with a high-five, “way to go”, or Cultural Currency
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Coaching every associate daily Having a positive coaching conversation with each
and every SCO attendant, cashier and supervisor as they arrive.
Rewarding associates when we see them choose to engage and Highly Satisfy Customers
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Results By focusing on these 3 things
1) “Ask me how” Badges2) Weekly Engagement Topic
3) Daily coaching
We have been able to improve both our SCO Utilization and OSAT
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Justin FowlerStore 677
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Friendly
Being In-Stock
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Friendly~Order Reviews
~Sale Items
~Free Friday Downloads
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Driving OSAT
FRESH FRIENDLY
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Cedric Mansell
Store 854
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Sanitation
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Clean = Fresh
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Daily Spot Mop Check
Name: Time: Date: Signature:
_____________________ 9am
11am __________ 1pm
__________
3pm__________
5pm
7pm
Management:
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Calvin ParkerStore 552
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Product Freshness
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Primetime Freshness
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PM Scheduling Adjustment
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1 Simple Plan, 5 Simple Stratagies
FRESH FRIENDLY
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Associate First Store Walks
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RESULTS!!!Q3 OSAT for our five stores: 67Q3 Division average: 62
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We are confident that any store that adopts this plan will see similar results!!
Friendly-Train, Huddle, Engage-Friendly Fishing and Friendliest Associate of the Month
SCO-”Ask me How’ badges, Weekly Engagement Topics, Daily Coaching
OOS-Order Reviews, Sale Items, Free Friday Downloads
Sanitation-Floor sweeps, Daily spot mop checks
Product Freshness-Prime Time Scheduling overlap
Handouts are available
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Off to Drive OSAT