Relentless WOW Guest Service

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

Switchboard

• Stall reply time less <10 seconds?

  Yes

  No

  N/A

• DT reply time less <5 seconds?

  Yes

  No

  N/A

• Response clear and understandable ?

  Yes

  No

  N/A

• Order repeated back to guest ?

  Yes

  No

  N/A

• Total given to guest ?

  Yes

  No

  N/A

• Suggestive selling done?

  Yes

  No

  N/A

• Use custom WOW closing?

  Yes

  No

  N/A

Carhop

• Complete clean and neat uniform with name tag

  Yes

  No

  N/A

• Hands and nails clean

  Yes

  No

  N/A

• Wearing a friendly smile

  Yes

  No

  N/A

• Hair pulled back

  Yes

  No

  N/A

• Make up acceptable

  Yes

  No

  N/A

• Jewelry within food safety standard

  Yes

  No

  N/A

• Not chewing gum

  Yes

  No

  N/A

• Skating , running , or hustling back

  Yes

  No

  N/A

Executing WOW

• Write name on sticker or receipt

  Yes

  No

  N/A

• Smile and make eye contact

  Yes

  No

  N/A

• Greet the guest and introduce yourself

  Yes

  No

  N/A

• Repeat the order back

  Yes

  No

  N/A

• Give total and receipt

  Yes

  No

  N/A

• Offer ketchup and ask "How many?"

  Yes

  No

  N/A

• Thank the guest and invite them back

  Yes

  No

  N/A

• Closing greeting and use "red button" language to close

  Yes

  No

  N/A

• Look for trash on lot

  Yes

  No

  N/A

• Skate, run, or hustle back for next order

  Yes

  No

  N/A

Observe three curb / drive times

• Car 1 note average time

  Yes

  No

  N/A

• Car 2 note average time

  Yes

  No

  N/A

• Car 3 note average time

  Yes

  No

  N/A

Operations

• Check backs includes "How was your meal today?"

  Yes

  No

  N/A

• 20/20 program followed

  Yes

  No

  N/A

• Sense of urgency noted

  Yes

  No

  N/A

• Trash / stall check initiative

  Yes

  No

  N/A

• 60/60 program followed

  Yes

  No

  N/A

• Bathroom check (clean and stocked) initiative

  Yes

  No

  N/A

• Carhops well groom and clean shaved

  Yes

  No

  N/A

• Sonic bag on tray facing guest

  Yes

  No

  N/A

• Cups free of spills

  Yes

  No

  N/A

• Ready and stocked for rush: straws, napkins, condiment, etc...

  Yes

  No

  N/A

Action Plan

• Carhop

  Sign

• Manager

  Sign

• Partner

  Sign

• Supervisor

  Sign