Back To The Garden

• Audit Title

• Conducted on

  Date

• Prepared by

First impressions

• Car park in good state of repair? Lights, Fences etc.

  Yes

  No

  N/A

• Car park litter and weed free?

  Yes

  No

  N/A

• Are shopfront banners clean and tidy?

  Yes

  No

  N/A

• A-Boards current and messaging correct? Placed in prominent position and securely fitted?

  Yes

  No

  N/A

• Are all colleagues well presented (Dept defined)? Colleagues smart, tidy and ready for customers?

  Yes

  No

  N/A

• Counters areas organised, clean, tidy and free from clutter?

  Yes

  No

  N/A

• Are retail standards at the required level? Has a shop floor walk been performed first thing

  Yes

  No

  N/A

• Is the music on and playing at a suitable level for creating an appropriate atmosphere?

  Yes

  No

  N/A

• Are customers being acknowledged (Verbal or non verbal) professionally? Within 20 seconds of arrival

  Yes

  No

  N/A

• Back offices and stockrooms organised and tidy?

  Yes

  No

  N/A

• Are the cloakrooms of an exemplary standard?

  Yes

  No

  N/A

• Any specific issues that need escalating.

  Media

Colleague activities that deliver great service & performance

• Energetic and engaging morning brief, setting out what the department and colleagues needs to achieve today?

  Yes

  No

  N/A

• Are the departments on course to hit performance expectations.

  Yes

  No

  N/A

• What specific activities and products are being promoted to drive sales?

  Yes

  No

  N/A

• Are colleagues clear on how their actions (Department specific) can positively influence customer experience and profitability?

  Yes

  No

  N/A

• Evidence of colleague weekly performance reviews to highlight concerns or recognition

  Yes

  No

  N/A

• Evidence of regular colleague reviews to recognise great performance and challenge performance gaps<br>

  Yes

  No

  N/A

• Is customer experience being tracked and a priority focus for the team?

  Yes

  No

  N/A

• Is the appropriate Performance Management in place?

  Yes

  No

  N/A

• Engagement amongst the team?

Delivering a positive Customer experience

• Colleagues acknowledging all customers within 20 seconds. Verbally or non verbally.

  Yes

  No

  N/A

• Colleagues welcoming customers to BTTG and building rapport.

  Yes

  No

  N/A

• Importance of provenance to BTTG , Quality, Organic, Local & Expertise)

  Yes

  No

  N/A

• Are all sales opportunities being explored (Department specific) and made the most of?

  Yes

  No

  N/A

• Customers thanked for shopping with BTTG and asking if their experience met their expectations.

  Yes

  No

  N/A

Departmental 'What good looks like' review

Shop

• Customer acknowledgement happening

  Yes

  No

  N/A

• Fruit & Veg (Peak display area) creating great first impression and in line with BTTG vision

  Yes

  No

  N/A

• Fruit & Veg displays are full, appealing and quality product

  Yes

  No

  N/A

• Till area clean and clutter free

  Yes

  No

  N/A

• Products stocked up and professionally priced

  Yes

  No

  N/A

• Own BTTG product range complete and displayed properly (Including fridge & freezers)

  Yes

  No

  N/A

• Appropriate product adjacency to promote complimentary sales

  Yes

  No

  N/A

• Prices checked for competitiveness

  Yes

  No

  N/A

• Shop, WGLL activity understood and being delivered?

  Yes

  No

  N/A

Deli

• Customer acknowledgement happening

  Yes

  No

  N/A

• Displays full and priced correctly

  Yes

  No

  N/A

• Counter area clean and clutter free

  Yes

  No

  N/A

• Prices checked for competitiveness

  Yes

  No

  N/A

• Deli liaising daily with Butchery with products that can be supplied by Butcher

  Yes

  No

  N/A

• Deli manager liaising daily with Deli chef with products that are needed

  Yes

  No

  N/A

• Explore with customer opportunity to buy complimentary products (Defined sales process)

  Yes

  No

  N/A

• Deli, WGLL activity understood and being delivered?

  Yes

  No

  N/A

Butchers

• Customer acknowledgement

  Yes

  No

  N/A

• Displays full and priced correctly

  Yes

  No

  N/A

• Counter area clean and clutter free

  Yes

  No

  N/A

• Prices checked for competitiveness

  Yes

  No

  N/A

• Butcher liaising daily with Deli and Restaurant with products that need moving from Butchery

  Yes

  No

  N/A

• Promote Butchers special offers, showing passion and expertise of BTTG offering (Provenance etc)

  Yes

  No

  N/A

• Explore with customer opportunity to buy complimentary products (Defined sales process)

  Yes

  No

  N/A

• Butchers, WGLL activity understood and being delivered?

  Yes

  No

  N/A

Restaurant

• Highest Restaurant standards

  Yes

  No

  N/A

• Daily to do list actioned

  Yes

  No

  N/A

• Greet & Seat, professional & timely.

  Yes

  No

  N/A

• Explain the menus and specials, showing passion and expertise of BTTG offering (Provenance etc)

  Yes

  No

  N/A

• Bottled Water or Drinks question

  Yes

  No

  N/A

• Taking food order and maximising additional complimentary products

  Yes

  No

  N/A

• Process food order accurately and within time

  Yes

  No

  N/A

• Food delivery

  Yes

  No

  N/A

• Genuine check in with customer on their order. Rectify any issues then. No discounting meals down

  Yes

  No

  N/A

• Additional orders, make recommendations using assumptive Pudding or Coffee or both.

  Yes

  No

  N/A

• Check in with customers at bill payment.

  Yes

  No

  N/A

• Promote availability of relevant products enjoyed in shop and butchers

  Yes

  No

  N/A

• Promote any forthcoming events, would the customer liked to be kept informed of BTTG (Mailing list, Facebook etc)

  Yes

  No

  N/A

• Restaurant , WGLL activity understood and being delivered?

  Yes

  No

  N/A

Kitchen

• Kitchen opening up check list completed

  Yes

  No

  N/A

• Daily Liaising with Butchery and Deli as to what can be put on specials so that stock use is optimised

  Yes

  No

  N/A

• Food orders delivered in a timely manner

  Yes

  No

  N/A

• Any returned orders to check with front of house reasons why

  Yes

  No

  N/A

• Kitchen closing down check list completed

  Yes

  No

  N/A

• Kitchen , WGLL activity understood and being delivered?

  Yes

  No

  N/A

Functions & outside events

• Is the Functions control sheet up to date, shared (Dropbox) with appropriate colleagues and being used correctly?

  Yes

  No

  N/A

• Impact on other departments discussed and evaluated

  Yes

  No

  N/A

• Function, WGLL activity understood and being delivered?

  Yes

  No

  N/A

Performance review

• Cash flow

  > Budget

  < Budget

• Income and Expenditure performance vs budget

  > Budget

  < Budget

• Stock holding and sales velocity

  > Budget

  < Budget

• Customer experience

  Yes

  No

  N/A

• Payroll costs

  > Budget

  < Budget

• Budget review and forecasting

  Yes

  No

  N/A

• Is GM sending weekly stakeholders report?

  Yes

  No

  N/A

Operational Effciency

• Is cash being counted and recorded correctly? (Till Z reports)

  Yes

  No

  N/A

• Is stock being receipted on correctly?

  Yes

  No

  N/A

• Is deployment of resource at the correct mix?

  Yes

  No

  N/A

• All Health and Safety metrics being adhered to?

  Yes

  No

  N/A

Summary

• How is current trade? What positives can be built on? What negatives can be minimised? What can you share amongst the wider team?

GM observations and comments

• Department Manager Comments

• GM Comments