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Applebee's Managers: Out of the Office, Into the Dining Room
10 May
Summary
- Managers are shifting from offices to dining rooms to engage customers directly.
- This initiative aims to improve guest experience and immediate problem resolution.
- Customer satisfaction scores have risen as managers spend more time on the floor.
Applebee's is implementing a significant operational change, instructing managers to prioritize time spent in the dining room with customers over office or kitchen duties. This directive from CEO John Peyton of parent Dine Brands emphasizes creating a more special dining experience for guests. Managers being present on the floor allows for immediate issue resolution and real-time coaching of staff, which is deemed more effective than traditional training methods.
The chain is also enhancing managers' access to data via their phones and streamlining kitchen operations to improve efficiency. Surveys indicate that customers who interact with a manager report better overall experiences, contributing to improved chainwide satisfaction scores. This focus is particularly crucial as Applebee's aims to attract consumers managing their budgets closely.
This manager shift is occurring alongside technological updates, including user-friendly kitchen display systems and a new Toast point-of-sale system, designed to further free up managerial time. Experts note that positive service interactions are vital for repeat business and customer loyalty. The ultimate test for Applebee's lies in whether these service enhancements and improved coaching translate into sustained customer satisfaction as the initiatives roll out.
