Skills Flashcards
(6 cards)
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This next section looks at the sales and marketing skills I was able to apply within the Boroughbridge store.
I was given three key objectives to achieve in this store during my cafe management placement which included reinstating standards, enhancing colleague morale and improving scorecard metrics.
To help achieve these I spent time alausing both internal and external data sources which included reading through complaints on the internal satisfaction dashboard and reviews left on external sites such as Trip Advisor.
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I also reviewed the stores cafe scorecards which are loblksbed on a weekly basis and contain KPI data relating to different metrics such as wait time and transactions.
I tracked the cafe scorecard data each week in a rolling log I created and analysed week on week performance to review the progress I was making throughout the project.
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One of the steps I took to help improve the customer experience was hosting a customer roundtable session.
Within this I gave his feedback from customers in relation to the cafe and populated this data into a stop starts continue grid.
To further improve customer relationships I displayed my Morrisons email address in the cafe and urged customers to pass on their feedback where the positive on negative.
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A suggestion raised within the Round Table was providing a children’s entertainment area.
Open hearing this feedback I set up an activity area which I believe was a creative way of improving the dining experience for children and also their parents.
Ultimately these steps meant the projects objectives were met and KPI’s such as transactions and basket spend both increased by over 20%.
