We at Customer Care News would like to recognize
companies that are helping improve customer service,
either within their own organization or as an aid to other companies in need of training or help with other
customer service issues. We are always looking for companies to profile. If you know of a company that is developing customer care skills, let us know.
Xpect Better Results Michigan-based company works with restaurants to improve customer service
X
pect Restaurant Marketing Solutions™ is a national company based in Wixom, Mich., that
focuses on the marketing needs of restaurants.
Xpect develops, implements and administers full-service/ front-of-the-house marketing programs that benefit restaurant
chains or independents of any size. It provides clients with a
tinues to grow. “We are expanding nationally and have
ing, web-based services, e-mail marketing, marketing consult-
says Whitworth. The company has also created some of its
variety of services, including menu development and engineering, customer loyalty marketing and rewards programs, and
server training. Xpect’s marketing strategies have been proven to attract new business, reduce costs, and increase sales and profits.
“Xpect was created out of needs that were observed in
the marketplace,” says Curt Whitworth, president of Xpect.
“Xpect Restaurant Marketing
Solutions is our new brand
ABCDXO Server Training System. Additionally, it stays on top of the latest trends and evaluates their effectiveness for
restaurants to use. Whitworth emphasizes that technology is changing the face of marketing, and many restaurant owners are not aware of new products that can drive sales or of the financial impact those products can have on their business.
Xpect’s services are normally best utilized by small chain
independent and single-location restaurants. The company’s
that were eventually grouped
training for the restaurant staff. “We have assisted [customers]
together into a one-stop marketing shop. “Xpect was created to expand our product
line beyond server training
programs to marketing programs to drive increased traf-
sales team can provide local in-market training or web-based
in changing the culture of their restaurants by turning their Order Takers into Sales People,” says Whitworth, who believes that improved customer care drives the entire guest experience
in the restaurant industry. Therefore, the servers and management team are a critical part of the guest experience.
One mistake many servers make in regard to customer
fic into restaurants,” he says.
service? Handing over the check too soon, says Whitworth.
started out small, it has seen
slide the check to the customer before asking if they would like
Although the company
Fall 2010
own products such as a national training program called the
identity.” It initially began
as a few smaller programs
tremendous success and con-
26
developments in place to cover a solid 15 states by 2011,”
When servers approach the table at the end of the meal and
anything else, they have already ensured that the customer will
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