Erik’s DeliCafé

Santa Cruz, CA

The Client Question

How do we train our managers, team members and franchisees about consistently delivering great service and our 30-year old Erik’s DeliCafé brand to guests?

The Answer

Design and produce ServPoints Sequence of Service™ (SSOS) training materials. The “new” Erik’s DeliCafé SSOS teaching materials were introduced in high energy and fun kick off SSOS off sessions. The Erik’s DeliCafé SSOS modeled perfect service and brand delivery by incorporating digital photography and easy to understand text so team members saw the performance picture (if they can see it, and retain it, they stand a better chance of doing it).

Key Results

After initial SSOS training rollout, managers and team members became focused on delivering the Erik’s DeliCafé brand to guests. DeliCafé service survey scores improved by an average of 25% and check average by 75¢.