Farmer J
Using Mystery Guest Audits to increase upselling
Farmer J's story
Farmer J is a unique healthy fast-food concept with multiple sites in London locations. The food is always cooked from scratch on-site and produce is sourced from high-welfare British farms as much as possible.
The Challenge
Farmer J wanted the ability to:
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Measure
Guest Experience
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Establish a structure for bonusing
To reward and recognise staff for excellent performance
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Improve upselling
Historically upselling had been a weak spot for FoH teams, so Farmer J were looking to implement a programme that could turn it around
The Solution
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Mystery Guest Audits
Based on Farmer J's objectives, HGEM recommended implementing Mystery Guest Audits, which help measure operational success in a completely objective way, track team performance over time, and can successfully be used as a basis for incentivising staff.
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Implementation and Design
HGEM worked closely together with Farmer J to design a bespoke questionnaire that would focus on the 6 key values of the business. Each section of the audit was configured to hone in on a different value to ensure all of the company's standards and processes were being followed.
The Outcome
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Upselling
Since implementation of Mystery Guest Audits, Farmer J reported that upselling had dramatically increased, resulting in a 3% increase in Average Transaction Value in the subsequent quarter after implementing audits.
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Food quality and availability
Regular feedback on these areas has been of utmost importance to Farmer J and has helped the company improve upon these areas.
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Recruitment
With the bonus scheme that's based on the audit reports, Farmer J have been able to offer a higher rate of pay that's made recruitment easier.
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"We've seen an improvement in standards across all restaurants as the team need to ensure the weekly audit is passed so weekly bonus can be achieved."
Farmer J | Head of Operations
