Zaxby's Digital Saucepilality Playbook 2024

PROVIDE EVERY GUEST A SEAT AT THE TABLE TO FEEL Welc OMe , ValueD, AND HeaRD

WHO We aRe FUN & FRIENDLY

FAST & EFFICIENT

GENUINE & HELPFUL

FuN aND FRieND ly

Be positive and enthusiastic.

Smile and create eye contact as they walk in. Name a point person on shift that greets guests within 5 seconds. Personalize it!

“Welcome back to Zaxby’s! My name is Taylor, may I get your name for the order?”

Connect with guest. Ask a question. “How is your day going so far?”

Suggest new items the guest may want to try! Guests who are suggested an item rate their experience higher than guest who are not.

“Did you know...”

Use the guests name again in closing.

“Thank you again for choosing Zaxby’s, Taylor”

HOW tO iNteRact WitH guest

sceNaRiO:

A regular guest comes to dine in at your restaurant with their kid in the afternoon. Their kid has a baseball uniform on and loves the Kidz Meals.

What are some examples of how you can connect with these guests?

Fast aND eFFicieNt

We are quick but not hurried. Be respectful of the guest’s time while not making them feel rushed.

Be proactive. Restocking (cups, sauces drinks) and cleaning lobbies to prepare for rush.

Perfectly prepare products.

Execute “It’s in the Bag” correctly. Assure the guest it is correct.

“I double checked your order. Your sauces are in the bag”

If pulling ahead, politely explain why, where to park and how long it will take.

• Repeat the Order at the Speaker Box and Drive-Thru Window

• Ensure Sauces are readily available for the Drive-Thru Cashier

• Never pull a car ahead if it’s the only car in line

• Verify Stocking Lists are completed prior to peak periods

• Ensure Online Orders are placed on the Pickup Rack at the designated pick up time

geNuiNe aND Help Ful

Set realistic expectations for the guest if we are running behind.

“We’re a little backed up so it may take a couple extra minutes longer than normal. May I throw in an extra Zax Sauce for the trouble?”

Be the expert. Know about promotions, new products, or Zaxby’s Rewards App to assist guests with questions.

Go the extra mile to create magical moments. Bring orders to the guest at the table and ask, “Is there anything else I can get you?”

Surprise treats for kids (cookies, toy box, crayons, etc).

Offer to refill drinks.

Hold the door open.

Resolve any guest issue quickly using the H.E.A.R.D. model. Make the first instinct to believe the guest rather than seek to prove them wrong.

teaM MeMbeR pRiORitizatiON list

1. Greet and Serve the Guest on Register

2. Perform Table Touches to go the Extra Mile

3. Check the Dining Room/Restrooms for Cleanliness

4. Stock for Peak Periods

bR aiNstORMiNg:

What are some examples of how you can go the extra mile for a guest?

HOW We bRiNg it tO liFe

Identify a Saucepitality Captain in each store to lead the culture of service, recognition, training new team members.

• Recognize the captain by posting their picture with Saucepitality Captain title.

• Complete Saucepitality Captain Certification Training.

Empower team members to find and create magical moments for their guests on the spot.

• For example, walk a guest to their car with an umbrella, bring a treat to a child.

Educate the team about SMG. Review stats weekly.

• You move what you measure. If tracking and posting measures stops, team members will assume it’s no longer important.

Celebrate the Celebration. Recognize the team members who do it well!

• Print and post positive comments and celebration alerts.

• Have competitions around who gets mentioned the most.

Create a culture where the guest consistently comes first.

Kindness matters. We want to make a difference.

• Be the reason a guest’s bad day is turned around!

eNsuRe tHe guest Feels H.e.a.R .D.

WHat DO We DO WHeN We Miss tHe

Step 1: HeaR the needs of the guest.

Step 2: eMpatHize with their inconvenience.

Step 3: ap OlOgize for the issue.

Step 1: ResOlVe the problem.

Step 5: DeligHt the guest with something special.

HeaR

Listen patiently and carefully without multitasking and never argue with the guest.

Understand the inconvenience that the guest experienced and put yourself in their shoes. Make the guest your top priority.

ap O lOgize

Take ownership and accountability. Reassure the guest that we care about what happened.

Res O lVe

Empower team members to resolve issues and find a way to “Say Yes!” and give the guest what they want.

D eligHt

Give the guest a little something extra beyond just replacing their items or meal.

H.e.a.R .D. iN actiON

The team immediately took notice that I was looking through my bag in the dining room after receiving my meal. The extra sauce that I had requested was missing. Without me even asking, a team member came up to me before I could return to the counter to ask if everything was okay. When I told him the extra sauce was missing, he immediately apologized and quickly came back to me with not only the sauce but a cookie for my child. I will definitely be back!

H.e.a.R .D. HOW tO Re-

Guest Issue

Incorrect Order/Missing Item

Food Quality/Issues

Incorrect Charge

Item Not Available

Extended Wait Time

Pull Ahead (Above 5 mins)

Restaurant Cleanliness

Team Member Incident

Reward Redemption Issue

Additional App Troubleshooting

Delivery Issue

Missing Points

Any Additional App Question or Issue that can’t be resolved in store

Resolution

Replace Item/Meal/Sauce

Replace Item/Meal

Apologize, Escalate to Management for Refund

Offer Alternative

Apologize for Wait

Apologize, Escalate to Management

Apologize, Escalate to Management

Apologize, replace reward with Comporable Reward

Apologize, For Zaxby’s App delivery Advise to call delivery helpline at 1-833-309-1149. For 3rd Party Delivery advise to contact DoorDash, UberEats, GrubHub, etc. directly for assistance.

Apologize, Advise to call Guest Experience at 1-866-892-9297

Apologize, Advise to call Guest Experience at 1-866-892-9297

Cookie/Drink/Fried Pickles

Cookie/Drink/Fried Pickles

Cookie/Drink/Fried Pickles

Cookie/Drink/Fried Pickles

Cookie/Drink/Fried Pickles

Cookie/Drink/Fried Pickles

Big Zax Snak

Cookie/Drink/Fried Pickles

Cookie/Drink/Fried Pickles

Cookie/Drink/Fried Pickles

Cookie/Drink/Fried Pickles

Zaxby’s Founders Zach and Tony