When you talk about an extraordinary client experience, you probably wouldn’t think of Texas BBQ. But, right there, in the Lone Star states number one form of cuisine you will find two time winner of the prestigious Malcolm Baldrige National Quality Award for customer service, Rudy’s! The idea that a BBQ joint could join winners such as The Ritz Carlton and Xerox seems absurd, but an almost manic commitment to the idea that friendly people and a fantastic product can create a dynamic and unique client experience has positioned Rudy’s as a must visit eatery.
Ken Schiller and Brian Nolen opened the first Rudy’s in 1994 and went from a small gas station BBQ place to having over 400 employees and from $2 million to over $60 million in annual sales. As they grew they knew the incredible commitment it would take to maintain that small friendly atmosphere from the original restaurant. They follow a simple and powerful formula.
How did a BBQ joint join the likes of the Ritz Carlton?
- Keep Employees Happy – Happy employees translates to happy customers.
- Train to a Desired Outcome – Yeah, it costs money to continually train, but the outcome is worth it EVERY TIME. EVERYONE gets 40 hours of training around their client experience and new managers receive 10 weeks of specific education around their responsibilities.
- You Are Accountable For Our Product and Our Service – PERIOD. Teams are graded weekly and fast feedback leads to effective coaching.
The idea of a commitment to a great client experience is not reserved for the big corporate players, but is instead the playground of quality for EVERY business on the planet.
It’s time to take control of YOUR client experience and create something that will separate and differentiate you from your competition.
There are thousands of BBQ places in Texas, but there is only ONE Rudy’s.