Winner HIGH
2023 CHART Training
Thinking Outside the Box to Drive Results Submitted by: Corban Nichols Vice President of Restaurant Excellence, Piada Italian Street Food
Objective
To promote genuine hospitality and increase Net Promoter Score (a measure of customer loyalty).
The Problem
One of Piada’s Core Values is Genuine Hospitality, but that wasn’t reflected in the Net Promoter Scores. We needed a way to engage our workforce, provide training content that is memorable and sticky, and
Short, TikTok-style training videos utilize “edutainment” (education + entertainment) for increased engagement among learners.
get everyone back on the same page for serving our guests better. Obstacles included limited time allocated to training, a need for consistency across multiple restaurants, and the challenge of effectively reaching and communicating with Gen Z employees.
How it Works
We worked with a vendor to develop a customized training program that utilizes short, TikTok-style training videos that are humorous as well as informative. We used characters, such as “Captain Obvious,” who could remind employees to practice good hygiene by saying outright, “brush your teeth, shower, use deodorant,” which relieves managers from having to relay that information personally to a team member who may need reminding. Because the videos are hokey and fun, the training content is more memorable, engaging, and sticky for learners.
Results
Piada’s Net Promoter Score (NPS) went up 25% in a short period of time, rocketing up over the previous year (2022) scores.
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