“It certainly isn’t perfect, but it’s a way of getting direct feedback from the field,” Silva says. Each year, these GMs-around 80 of them-are treated to a “Best of the Best” cruise to reward them for their performance. They’re also consulted each quarter on various ideas, and the corporate team sends them information about possible promotions and products to gauge their reaction. The council is made up of the top 10 percent of general managers from both company-owned and franchise units. Similar to the Sandwich Artist Roundtables, Silva says his “Undercover Boss” experience played a hand in the creation of Checkers’ GM Council.
“We realized it’s very important that when you roll out new products or a new system or a new way of doing something that we get the input from the field so we know it’s going to work at the store level and so we know it’s going to be OK for the folks behind the counter to implement,” Fertman says. Though the first batch of roundtable meetings took place over a year, the brand continues to hold them periodically when it wants to test an idea with the help of Sandwich Artists. To meet these needs, Subway developed a Customer Experience Strategy to measure satisfaction it then shares the findings with franchise owners and Sandwich Artists. “We already knew that our Sandwich Artists are a valuable interface with the customer, but we really got a sense of the scope of their job and their enthusiasm for customer service when I went undercover and behind the counter,” he says.īorne from a desire to understand how Sandwich Artists view their job and the company as a whole, Fertman and the Subway team created Sandwich Artist Roundtables, for which Fertman and other executives traveled the globe to get feedback firsthand from employees.įertman says the roundtables helped the brand not only uncover employees' focus on customer service, but also their hunger for tools to improve the customer service experience and find out how they’re doing. The “Epic Bosses” episode catches up with nine executives from past seasons of “Undercover Boss”, taking a look at what they learned and how their brands have since changed.īoth Silva and Fertman say their original appearance on the show shed light on many areas of the business that needed improving, spurring their respective brands to create programs to addres these issues.Īt Subway, Fertman says his time spent working alongside the chain’s Sandwich Artists reinforced the important role these front-line employees play at the brand every day. That’s why Subway chief development officer Don Fertman and Checkers president and CEO Rick Silva are going back for round two this Friday. Whether that’s a local business journal, a daily newspaper, a morning show cooking segment or a national television segment, Checkers can see the effect that consistent press has on its franchise lead flow.One appearance on CBS’s hit show “Undercover Boss” just wasn’t enough for two quick-serve industry execs.
To continue to move this momentum forward, Mainland is charged with keeping the brand in the press every single week.
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Mainland secured more than 30 high-level placements about the Wiener War, ranging from local TV to national online press, with all messaging focused on Checkers & Rally’s position as the leader in the hot dog segment for more than 30 years. Another milestone moment for Checkers & Rally’s was in February of 2016, when the brand issued a challenge to Burger King’s launch of hot dogs via a full-page ad in USA Today, starting the “Wiener Wars” among top QSR brands.
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