Consistency and Standardization in the Customer Experience

Roy Quejada

SURVEY SAYS!

SURVEY SAYS!

What is the first thing you do when you wake

up in the morning?

Check Facebook Brush my

teeth

Do some stretching

Turn off the

alarm

What do you do once you get into your car?

Insert the key into the ignition

Fix the mirrors

Lock the doors

Put on the seatbelt

SURVEY SAYS!

What do you do when you arrive in your

office?

Open my laptop / computer

Make a to-do list for the day

Make some coffee

Read the newspape

r

SURVEY SAYS!

When dining in a restaurant, what do you

do after you have finished your meal?

Ask for a glass of water Go to the

restroom

Check the menu for dessert

Ask for the bill

Consistency and Standardization in the Customer Experience

“Any efforts to get customers is marketing. Any efforts to get customers and

keep them is branding.”

ONE

Importance of setting standards

“Clearer steps are easier to manage”

• Training• Trouble shooting• Coaching• Continuous improvement

“Simplicity is the ultimate

sophistication”Leonardo da Vinci

TWO

Setting the

standards

“It’s all about the experience”

• Branding = Service Experience• Benchmark• Research• Collaborate

Customer JourneyEnter

restaurant

Order

Find a table

Receive order

Eat and enjoy

Exit restaurant

Quality of Service• Welcome the guest• Presence of team

members• Appearance

Setting the Standards| Enter the restaurant |

Speed of Service• Length of line• Wait to place order

Quality of Service• Smile with eye contact• Product knowledge• Appearance

Setting the Standards| Order |

Speed of Service• Ease of reading menu• Efficiency of cashier• Suggestive selling• Ordering time

Quality of Service• Bussed and clean

tables• Condiments

availability• Lead them to their

seats

Setting the Standards| Find a table |

Speed of Service• Ease of navigation

through store• Efficient preparation

behind the counter• Waiting time

Quality of Service• Addressed by name• Order confirmation• Smile with eye contact

Setting the Standards| Order is served |

Speed of Service• Time to receive order• Name called loudly

and clearly

Quality of Service• Checkback• Provide

condiments/water• Remove unnecessary

clutter

Setting the Standards| Eat and enjoy your meal |

Speed of Service• Set intervals on

checking guest• Immediate response

when guest calls

Quality of Service• Thank the guest• Invite guest to visit

again

Setting the Standards| Exit restaurant |

Speed of Service• Clear path to the door• Assist in opening the

door

Enter the Restauran

t

Order at

cashier

Enjoy your meal

Exit the restauran

t

Receive order

THREE

Reinforcing the

standards

• Leadership• Routines to check• Audit Tools• Mystery shop

“Set your eyes on the dashboard”

Video

Thank you!