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Operations 2015-10-01

Serve two meals a day to tone down attrition rates

The first to start the Do It Yourself concept, Barbeque Nation is also rebuilding customer trust with an apology and goodies for unhappy customers.

By Deputy Features Editor
Serve two meals a day to tone down attrition rates

Employee attrition or turnover can dramatically influence a company’s financial state and the morale of the working environment. Restaurant industry with the greatest number of attrition rates which goes up to 100 per cent sometimes needs to follow certain rules to  make them their employees a longer employee.

Barbeque Nation, the Bengaluru based casual dining chain, has less than 40 per cent attrition rates at its outlets and the reason ‘strong employee’.

“We have less than 40 per cent attrition at our outlets and I believe this is the reason we stand strong,” shared Uday Menon, CBO, Barbeque Nation.

The casual dining chain also serves its employees two times meal, first when they come to office, they have lunch and second when they left for home, they have dinner.

Barbeque Nation is planning to double its number by opening over 100 outlets from 52 today.

“We are planning to open over three outlets per month taking the number count to almost 100 from now as we sits on 52 outlets today,” shared Uday Menon, CBO, Barbeque Nation to Restaurant India.

The first to start the Do It Yourself concept, Barbeque Nation is also rebuilding customer trust with an apology and goodies for unhappy customers.

According to Menon, the company pays a huge premium on its Guest Satisfaction Index (GSI) and it has a GSI score of 89.5%. It has a call centre that calls 18,000 customers (approximately 20% of people who dined at its restaurants) to get their feedback on the service and later review and evaluate them.

“Customer delight as we would like to call it is our only prime concern, that leads to everything else, the reason we welcome competition not get wary of them,” added Menon.

Talking about the employees benefit, Menon also mentioned that employees are the core reason for the success of Barbeque as a chain. Meanwhile, the chain is also planning to expand internationally by opening its first restaurant to be opened in Dubai.

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