Leveraging Tattle Data to Confirm 'Hunches' and Drive Hospitality Improvement at Southern Classic Chicken

One of my favorite things about this job is when an operator is able to confirm, or kill, a "hunch" with Tattle data.

This clip from Southern Classic Chicken's VP of Ops, Tom Gerdes, is one of those moments.

He had a feeling something was off. So he went deep into two years of guest feedback data and confirmed it: even in a fast-paced environment like a drive-thru, there are opportunities for hospitality.

What he did next was highly impactful for the brand. He built a "Right and Nice" report: Are we getting the order right? Are we being genuinely hospitable while we do it?

Two core metrics tracked over time. Simple enough that every manager could understand it and own it.

That shift from suspecting a problem, to measuring it clearly, to tracking improvement over time, is exactly how the best operators think.

It's not reactive, and not anecdotal. Just honesty about what the numbers say and disciplined about getting better.

Check out Southern Classic Chicken's full case study in the comments below!

#QSR #RestaurantOperations #RestaurantTech #CX #GuestFeedback