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The official publication of the employees and franchisees of the Krystal Company
Krystal field operations will kick off a major, year-long, service
campaign to be known as "Customers First!" The campaign, with
ingredients similar to a political campaign, will feature special
management meetings, in-restaurant posters and banners, employee contests and incentives, special recognitions, certificates of
achievement and awards for employees, and unique in-restaurant
training for management and employees.
The purpose of all of this will be to focus attention of all
employees on the critical importance of placing our "Customers
First!" in all that we do. In today's competitive environment,
nothing is more important. Yet, for many reasons, we are often
distracted from our guests, and serving their needs quickly,
efficiently, and courteously.
The campaign will continue throughout 1997, with three
distinct campaign periods. The first, running through April, will
focus on the skills and attitudes necessary for placing our "Customers First!" It will encourage management to better serve our
internal customers, particularly our crew members who directly
serve the public. In addition, many skills and techniques for
demonstrating a "Customers First!" attitude will be shared.
The second campaign, running from May through July, will
concentrate on speed of service aspects of serving our guests, and
the final campaign period, from September through November,
will address product quality and order accuracy.
Publicity and supporting components for the campaign will
include in-restaurant banners, posters, employee contests and
special recognitions for extraordinary service behaviors by our
employees. A new "Customers First! Medal of Honor" awards
program will be instituted to identify and acknowledge those
employees that do an extra special job of serving our customers or
dealing with unusual situations. Employee contests will include
poster-design contests, essay and jingle-writing contests, and even
a "Customers First!" video contest. Employees will be encouraged to identify and find solutions to those barriers that impede
having "Customers First!", as well.
Meetings with restaurant managers in each district during
January and February will introduce the campaign ingredients to
the field, and they in turn will share the campaign components
with the restaurant teams. The Gazer will have monthly follow-up
articles to keep everyone informed of the campaign, and to
announce contest winners and Medal of Honor award winners.
The ultimate measure of success of this campaign will be higher
levels of customer satisfaction. That will come from placing our