Zaxby's Saucepitality Playbook

Our Strategy:

Provide every guest a seat at the table – to feel welcome, valued, and heard.

Who We Are:

Fun & Friendly

Create a fun atmosphere that makes our guest feel welcome.

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?”

“How is your day going so far?”

Connect with guest. Ask a question.

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

Kindness matters. We want to make a difference. Be the reason a guest’s bad day is turned around!

Use the guests name again in closing.

“Did you know...”

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

Fast & 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.

Genuine & Helpful

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. Bring orders to the guest at the table and ask,

“Is there anything else I can get you?”

Hand trays or bags to guests instead of sliding across the counter.

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.

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.

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.

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 comes first.

Be consistent.

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

• Live Saucepitality from top down. Team members mimic what they observe.

guest recovery with H.e.a.r.d.

What do we do when we miss the mark?

Ensure the guest feels H.e.a.r.d.

Step 1:

HEAR the needs of the guest.

Step 2:

EMPATHIZE with their inconvenience.

Step 3: APOLOGIZE for the issue.

Step 4: RESOLVE the problem.

Step 5:

DELIGHT the guest with something special.

Hear

Listen patiently and carefully, rather than multi-tasking.

Focus on the guest’s perspective, rather than interrupting or trying to defend the situation.

Never argue with the guest, remember it’s not personal.

Empathize

Show genuine concern and care, rather than making the guest feel like their issue not important

Make the guest your top priority and believe them

Understand the inconvenience that the guest experienced and put yourself in their shoes

Apologize

Take ownership and accountability, rather than redirecting blame.

Reassure the guest that we care about what happened.

Thank the guest for alerting us to their dissatisfaction, rather than assuming they have bad intent.

Resolve

Find a way to “Say Yes!” and give the guest what they want.

Tell the guest what you’re going to do up front, rather than waiting until the end of the conversation.

Be timely and follow through with the resolution immediately.

Empower team members to resolve issues. Do not ask guest to bring food back.

Delight

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

Personalize the resolution based off the needs of the guest or their order.

Go above and beyond: Saucepitality captain or managers should follow back up to ensure satisfaction.

Going back to the table for dine in guest with extra treat. Handwritten note with coupon for next visit. Email inviting back with a personalized offer.

How to Resolve