Put your business at the PINNACLE of your industry!
Why choose us?
Save Time and Money
Are you tired of working 24/7 and having to micromanage your team? We can help! Are you constantly retraining your team? Find work-life balance and partner with our team to improve efficiency. We provide hands-on support to create and implement standard operating procedures, create step by step processes and routines to help your team be more efficient! We create a customized plan to increase accountability, and build a high-performance team you can trust and that bring your vision to life.
Increase Revenue
We will make you more money! We offer customized training programs for every team member with our unique selling skills program, world-class customer service training program, and efficiency audits. We will quickly assess and provide a detailed action plan to improve operational excellence and consistency in your operations. With our hands-on support you will benefit from increased customer visits, a more engaged, efficient, connected team, and higher customer spends, visiting your business more often!
Reduce Staff Turnover
Leveraging our extensive network, experience and expertise we will build an easy to execute plan to reduce turnover and increase retention. Our customized plans focus on building a strong culture for your business and producing a high-performance team. We offer full hands-on support with proper forecasting, leadership coaching, development and implementation of strong recognition and reward programs. We will assist you in overcoming staffing and turnover challenges with industry leading recruiting and sourcing techniques to improve team engagement, connections and diversity.
Leverage our Expertise
With over 25 years of experience in customer-service, and over 20 years in leadership we will bring our expertise to elevate your business to thrive and grow. Partner with industry professionals to create sustainable long term and scalable plans. Leverage our network, breadth of knowledge and expertise to achieve short and long-term results. From elevating your brand reputation and improving the customer experience, to creating happier employees and a better company culture we can support all of your retail and hospitality business needs!
How we can help
Create loyal, life-long customers
- Full hands-on support for pre-opening, launch, post-opening, and/or turnarounds
- Training programs to elevate your teams customer service
- Custom Training packages created with Customer-Service non-negotiables and standard guest-experience times
- Leadership coaching and development through diversity, inclusion, passion, accountability and engagement
- Community and Customer-relationship Building customer plans created and implemented
- Customer service silent shoppers and mystery audits (phone, online and in-person for all day parts)
Build a high-performance, engaged team
- Customized Employee recognition programs
- Standardized and unique training programs created to build your teams capability
- Improved efficiency with standard operating procedures for all team members and functions in your business
- Efficiency audits to maximize capacity of your team
- Recipe adherence audits and portion-control
- Action plans created for reducing turnover and improving employee engagement
- Happier employees, decreased turnover
- Increased team engagement with each other and leadership
- Improved retention of key team members
Improve Efficiency and Operational Excellence
- Create standard operating procedures and policies unique to your business, culture and team
- Develop orientation and training packages; including job descriptions, employee reviews and expectations
- Standardizing routines, systems and processes for operational excellence
- Top-to-bottom operations and enterprise review and adjustment
- Improved profitability through enhanced operating systems for all inventory activities
- Supplier negotiation to minimize costs, and streamline deliveries and product
- Strategic pricing and Menu Development – Creating enhanced menu offerings for you unique selling position and competitive advantag
Restaurants & Bars
We are passionate about food and beverage! We will bring over 15 years experience in two of the most successful restaurant chains in Vancouver; The Keg Steakhouse & Bar and Cactus Club Restaurants. We will bring our passion for customer service, food, and wine to your business along with high-standards and expertise. Our team has extensive knowledge in retail operations that will support your teams and develop their capabilities to lead and inspire; maximizing profits and driving results.
Cafés & Coffee/Tea Shops
We are coffee masters! Working with the largest coffee chain in the world, Starbucks for over 10 years, and having much success, we will bring extensive coffee master knowledge to elevate your café and bakery. We will create repeatable routines that can be replicated to optimize efficiency and drive consistency in your business. We offer full support for all operations activities from sourcing candidates, hiring, interviewing, coaching, leadership development to much, much more!
Retail & Grocery Stores
We are customer service experts! We will bring over 25 years experience in customer service and retail to support and elevate your team. We will support your business and team to standardize and elevate operations and customer service, creating life-long loyal customers. We specialize in operational excellence and our systems and approach develop high-performance leadership and teams. Combined with proven merchandising and selling techniques we will increase your revenue and create a world-class customer experience for your customers.
Custom Mystery Shopper Programs
We believe in Operational Excellence! Our team has over 10 years experience as secret shoppers with 3 of the best companies to work for in BC & Canada. We have completed over 250 successful mystery shops. We will work with your team to audit safety and sanitation standards, customer service experience online, over the phone and in-person. We perform a full operational standards audits, efficiency audits and cleanliness audits for all day-parts of your business operations. We can also perform audits on theft, shrink, and waste. Every audit will be reviewed with you (and your team) and accompanied by a full report with suggestions to improve. We also offer some of the lowest rates in the industry!
The Starter Kit - New store opening and/or expansion
Opening a restaurant, bar, café or retail store is a monumental undertaking that requires expert guidance. We can help you affordably start up your project professionally with a comprehensive plan to make a profit from month one. We can assist your team with one or all of the following important steps:
- Developing the concept and brand strategy
- Assessing the location, customer traffic assessment
- Developing a swot analysis of your industry and competition
- Developing strategic menus for your business and industry
- Cafe assortments for food and beverages, Restaurant menus, Retail store merchandise assortment, etc.
- Pricing and Strategic Costing of all menu and merchandise for your business items for your
- Preparing food and beverage recipe and preparation steps for consistency
- Competition surveys and mystery shops
- Station and store layout assessments and recommendations – for efficiency and sales
- Recruiting, hiring and training for all staffing and leadership positions
- Pre-opening, opening and launch support
We offer the highest standards in all respects at a competitive price and add real value to your business across revenues, costs and profits. After understanding your areas of concern, objectives and requirements, we will provide a detailed proposal within 48 hours.
The Optimizer Kit - Intermediate Support
Optimize your profits with this starter kit which will provide support over three months.
- FREE personalized one-to-one first consultation
- Written proposal with fee structure that suits your budget and resources
- Completion of a confidential detailed mystery guest audit (consisting of customer service audit, food quality audit and a review analysis)
- Strategic three-month action plan with monthly progress and status reports
- Hands-on support with shoulder-to-shoulder implementation of action plans throughout the duration of the consultation period
- Site visits of two to three hours, once a week for four weeks supported by written reports with recommendations
The Igniter Kit ~ Detailed, Hands-on support, coaching and development
The ‘Igniter Kit’ is a more detailed support program that will ignite your teams engagement and drive customer connections in your business.
- FREE personalized one-to-one first consultation
- Written proposal with fee structure that suits your budget and resources
- Completion of two confidential detailed mystery guest audits consisting of: service, food quality restaurant outside appearance, restaurant inside atmosphere and review of analysis with you separately and then with your team
- Agreement on strategy and development of action plans
- Hands-on assistance with implementation of action plan throughout the duration of the consultation period
- Site visit for three hours, once a week for eight weeks supported by a written report with recommendations
The Synergist ~ Full Support Kit
Dynamically reinvent your operation with full support over three months. The synergist will bring your team together providing full support for hiring and training all team members and developing your leadership to the next level. With a more detailed and hands-on approach you will receive full-service audits of your entire operation and support with detailed reports and recommendations monthly.
- FREE personalised one-to-one first consultation
- Written proposal with fee structure that suits your budget and resources
- Completion of three confidential detailed mystery guest audits consisting of: parking area and outside appearance, inside atmosphere, rooms and public areas, conference facilities washrooms inspection, concept essence, evaluation of management presence, service, menu desirability, food quality, controls test, review of results with you separately and then with your team
- Review and analysis of profit & loss statement
- Market share analysis
- Concept re-development and re-positioning
- Development of service sequence and training of service team
- Menu engineering
- Agreement on strategy and development of action plans
- Hands-on assistance with implementation of action plan throughout the duration of the consultation period
- Site visits of approximately three hours, once a week for 16 weeks supported by a written reports with recommendations
Mystery Shopper Program
With our secret shopper program you will receive regular visits to your business to audit operations and customer service. We have some of the best rates in the Industry and give a full detailed report to you and your team. We provide the following support:
- Customer Service audits for every day part, phone, email and in-person
- Customer Recovery and complaint process audit
- Competitor shops with full SWOT analysis
- Suggestive and up-selling audits of your sales staff
- Telephone reservation and customer-service audits
- Morale and culture audits for employee satisfaction
- Location consistency audits for product quality and service standards
- Operational Standards audits for cleanliness, standard operating procedures, routines, safety, and customer flow
- Gain valuable insight into your customers experience within your establishment
- Training execution audit (Identify any gaps in employee training and development)