Fresh Casual Case Study
you can’t policy-manual-your-way to a culture
“Seeing things UP CLOSE was an absolute necessity. So, we went into the field to observe their employee and guest interactions firsthand (and even used a GoPro to record time-lapse video).”
Here’s a story about one of our recent clients: a 100-store fresh casual restaurant franchise with locations sprouting up all over the country. Their success hinges on their ability to grow while preserving their ethos towards food and hospitality.
Yet, the tradeoff between authenticity and scale is one of the few laws of physics that exist in business. Has their ethos remained intact with the addition of each new franchisee? Moreover, what bearing should their brand and culture have on the tough decisions that accompany rapid growth?
To answer those questions, we helped our client study the meaning behind their brand, employee culture, and guest experience in order to isolate what makes their approach truly unique. The essence of our clients’ culture had to be understood and applied in a way that would serve as an anchor amidst rapid store growth; to keep the core of the employee and guest experience intact.
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