R.j. Gator's Guest Satisfaction Program Proves That Better Service Equals Increased Sales

With more than twenty locations throughout the southeast, Florida-based R.J. Gator's has implemented the Sequence of Service and "Tell Us About Us" survey programs to monitor the quality of service provided. As a result, many of its locations have experienced dramatic increases in sales. R.J. Gator's Sequence of Service program was implemented to ensure that each guest is provided with timely and quality service at all times. From the time guests enter the restaurant until the time they leave, all staff members are instructed with step-by-step guidelines to meet certain expectations, from guest interaction to quality service and timeliness of all food and drinks.

When a check is presented at the end of the meal, servers offer the guests an opportunity to complete an online survey about their dining experience. The "Tell Us About Us" 5-minute survey not only gives guests the opportunity to easily communicate directly with the restaurant, but it is also an excellent tool for restaurant owners and managers to evaluate their service standards. Guests also receive some type of incentive for completing the survey, such as a free dessert or 10% off their next visit. Tim Timoteo, CEO of R.J. Gator's, has definitely seen a correlation between the locations with high survey results and increased sales. "It only makes sense that the locations with high standards would also have high sales volumes," Timoteo said. "Why else would guests return to the restaurant?" The R.J. Gator's in Bradenton, for example, has increased sales by more than 10% since these two programs were implemented in early 2004.

restaurant as a whole, ensuring the happiness of its guests and employees," said Jim Samuel, director of marketing for R.J. Gator's. Based in Jupiter, Florida, R.J. Gator's has eight corporately-owned locations from Vero Beach to Boynton Beach, Florida; and fifteen franchised locations throughout the southeast. The company is experiencing record growth in 2005 with a total of 12 openings scheduled this year.

Founded in 1986, R.J. Gator's is a Florida-style grill and bar with a Caribbean-influenced menu and a captivating Everglades-themed ambiance where Florida springs to life. For more information, please visit www.rjgators.com.

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