Global Franchise 10.2

heavily in the app, which maintains high review scores from guests with a 4.9 star rating out of 5. Crucially, the interface is intuitive and can be used for pick-up, delivery and curbside service. “We have also been introducing ordering kiosks at our restaurants,” adds John. “The functionality and guest experience mirrors our app, so guests have strong familiarity with using the interface. And, we have close ties with all third-party delivery platforms to ensure our guest experience remains consistent. For many franchises, the challenge of exceeding customers’ high expectations is being able to maintain standards across the network. The Habit Burger Grill operates a significant number of corporate-owned restaurants, which allows them to implement and manage operations standards to a high level, while ensuring their carefully selected and dedicated franchisee operators are in lock- step with these standards. “It’s the initial and ongoing training, as well as consistent systemwide communications, that provide us with our secret sauce,” says John. “We set industry-leading standards in both our training and the way we roll out and communicate new initiatives. For our new in-restaurant, app and web tech introductions our information sharing is robust, so our franchisees, restaurant managers and their teams are all extremely knowledgeable.” But the brand goes a step further when it comes to internal communications. “We have our own help desk – The Habit Help Desk – which includes teammembers who have worked in the field. This means our operators always have knowledgeable support from those who know our proprietary POS, app and loyalty program inside out.” A focus on internal support is vital when it comes to ensuring the success of any tech investment and to keep all stakeholders connected to strategy. “We conduct monthly restaurant support level virtual meetings to review any new standards,” explains John. “These meetings foster open dialogue on new operations and tech introductions. Plus, we have quarterly franchisee meetings to review customer experience strategies and explore ways in which we can look to the future together.” “Unfortunately, too many restaurants in America still take shortcuts when it comes to hospitality” 45 GLOBAL-FRANCHISE.COM Ins ight