R.J. Gator’s

Jupiter, FL

The Client Question

How do we teach Guest Service to managers and team members so it is seamless with our new concept rebranding and positioning created by Bill Main & Associates and the BrandStand Group?

The Answer

Launch an R.J. Gator’s ServPoints™ Training process to model and define what is expected of managers and team members during the guest’s sequence of service. Update all service-training materials so they capture the culture of R.J. Gator’s and Gatorize the entire team.

Key Result

Company wide consistent unit training and execution of the ServPoints™ Sequence of Service. R.J. Gator’s experienced improved service scores of 15–20% and check average increased an average of 95¢ following the ServPoints™ TeamService rollout.

The Client Question

How do we reduce turnover and improve training for managers and team members? And how do we develop and implement a Good To Great strategic operations initiative for the company?

The Answer

Launch an R.J. Gator’s Leadership University for development of partner managers, assistant managers, and shift leaders. Included in the Leadership University were branded R.J. Gator’s workshops and courses written and produced by W.H. Bender & Associates for:

• ProActive Management™
• ServPoints™ TeamService
• Floor Management
• Human Resources
• 3T—Teach The Teacher

Key Result

The company turnover figure was targeted weekly and was reduced by over 50% in the first year with a substantial financial savings.