AN INTERVIEW WITH PIERRE
VAUDREUIL FRANCHISEE
A little over a year ago, we introduced a customer survey, which enables us
to better serve our guests and understand where we can improve. With a network
of 28 restaurants, 1 in particular stands out—Bâton Rouge Vaudreuil. Its number
of surveys represents just over half of the total network. Here’s an interview
with Vaudreuil franchisee Pierre Nault, who will help us answer the question:
do customer surveys really help?
Q: Pierre, can you tell us a bit about you,
the team and the Vaudreuil location?
A: We’ve been open for 15 years. I’m a local
guy, I grew up here in Vaudreuil. Me, Chris and
Billy have a good background in the restaurant
business. All three of us have the same
mentality when it comes to serving guests:
it’s not just about serving them, we want
everything to run smoothly from start to finish.
Of course, sometimes we make mistakes,
but we take great care to ensure that the
experience is perfect for each guest, from the
smallest detail to the modifications requested
by them. There’s always a manager or owner
around to look after the guests. I’m also often
in the kitchen, to make sure the food is of the
highest quality
Q: When did you first hear about the
guest survey?
A: The first time I heard about the program
was during last year’s NSM
Q: What were you thinking when you first
heard about it?
A: It took me a while to get into the project,
but more and more I saw the positive results
it was bringing. That’s when we got more
involved and really started applying it. I think
it’s important and I see the potential.
Q: What value does it give to your restaurant?
A: Guests don’t expect to hear back from
us when they fill in the survey, they think it’s
going into a big inbox, and that their messages
won’t be read. So they’re really surprised
when we take the time to call them, whether
the feedback is good or bad. It’s that little
touch that makes guests feel we really care
about them. On the one hand, it allows guests
to express themselves on a platform other
than social media, for everyone to see. So it
allows us to resolve the situation internally,
and on the other hand, it allows us to improve.
Yes, it takes a bit of time and work, but it’s not
something that happens alone. The team has
to get on board too if it’s going to work. The
waiters know that it works and that the guests
will leave their feedback.
Why not tonight?
Reserve now.