Goodwin & Associates Blog

The most trusted name in hospitality.

Guest Survey’s (Online Comment Cards) From Goodwin & Associates Hospitality Services

Guest Surveys (Online Comment Cards)
• Cost effective and efficient way to collect guest feedback
• Easily identify trends with cumulative data and custom graphs
• Generate repeat business
• Decrease costs – no more printing, shipping, or data entry
• Cost certainty by limiting the amount of surveys received
• No hidden fees – no charges for set-up, revisions, or maintenance

Most business owners understand the importance and value of collecting feedback from their customers. Traditionally, this information has been collected with printed comment cards that are filled out by the customers. Restaurants place these comment cards on table tops or inside the check presenter, while hotels place these comment cards in every hotel room. This method of collecting feedback can be very expensive with many costs including printing the comment cards, shipping the cards to every location, paying for the return postage, and paying an employee to manually enter all of the data so that it can be analyzed and reviewed. The response rate on these comment cards is traditionally very low and the responses that are received are normally only from friends of employees, very happy customers, or very dissatisfied customers. The integrity of this information is also compromised, as cards with complaints are often intercepted before ever reaching management.

We can now use modern technology to offer “online comment cards” or guest surveys as an extremely cost effective and efficient way to collect guest feedback, identify trends, and generate repeat business. Collecting this feedback online eliminates all of your current costs associates with printing, shipping, and data entry. We provide you with a dedicated web address with your company’s name included at no cost. You can then print that web address on the bottom of your receipts offering your guests an incentive if they complete a quick survey. When the guest goes home and types in the web address, they will be shown the same questions that are currently on your comment cards, which they easily answer online. The questions and methods of scoring are fully customizable to meet the needs of your business. The survey only takes one or two minutes and the guest does not need to login to an online account to complete the survey. Once the online survey is submitted, a coupon is displayed for the guest offering them 10% of their next meal, a free appetizer, etc. This coupon helps to generate repeat business, which will be substantially more money than the cost of the survey. You are actually able to make money through repeat business, cut costs associated with traditional comment cards, and collect valuable guest feedback all at the same time!

We make it very easy for you to get started with a guest survey program. We work with you to customize the questions to meet the unique needs of your business. There are no set-up costs, maintenance fees, or hidden expenses. You only pay for the completed surveys that you receive each month! You even have the ability to limit the number of surveys you receive for each location within a certain time frame to provide your budget with cost certainty. All of the data from your surveys is stored online and presented to you in the way that you want to see it. Our system presents you with graphs so you can easily identify trends within the cumulative data. Contact us today to get started with a program so you too can save money, generate repeat business, and collect valuable guest feedback.

Brian Calderone
Division Director – Mystery Shopping, Exit Interviews, Surveys, & Diversity Initiatives
Goodwin & Associates Hospitality Services

P: 603-223-0303 x132 | F: 603-218-6451
bcalderone@goodwin-associates.com
91A North State Street, Concord, NH 03301

www.Goodwin-Associates.com | www.MysteryShopperProgram.com | www.Exit-Interviews.net | www.DiversityInHospitality.com | www.WomenInHospitality.com

Monkey Joe’s

Looking to get your kids off the couch and away from all those video games? Then Monkey Joe’s is the place for you! Take a look at our quick Q&A to find out why both you and your kids will love it!

Q: What makes Monkey Joe’s different from the competition?
A: Monkey Joe’s has committed to full inflatable sanitation on a weekly basis, making it a cleaner environment than public playgrounds, schools, daycare’s and amusement parks. Swisher applies an OSHA-approved, FDA-certified solution that is completely safe for human contact but that is lethal to more than 99.9 percent of commonly encountered germs. The formulation has been engineered to deliver residual germ-killing power for a minimum of seven days, ensuring Monkey Joe’s is effectively covered from one weekly service to the next. Also, most competitors require an appointment to play at their facilities, but Monkey Joe’s offers the ability to walk in at anytime to the facility and enjoy the inflatables-filled play center.

Q: Do you have any fun deals you’re currently running that we can let your customers know about?
A: Currently, Monkey Joe’s is gearing up for the holiday season, and what better gift than the gift of fun, exercise and entertainment with a Monkey Joe’s frequent user card. While video games, toys and clothes are all great gifts, a Monkey Joe’s frequent user card is the gift that keeps on giving…at least 10 times! Prices vary at each location.

Q: How did your company begin – how did it all get started?
A: In 2005, realizing that many of its concepts shared a common appeal among children, Raving Brands decided a brand named Jumpin’ Joe’s that catered to the energies and spirits of children of all ages, would be a “Choice” addition to its portfolio of restaurant concepts. With an injection of brand energy, Raving Brands relaunched a Buckhead, Georgia concept into Monkey Joe’s, a franchise friendly concept that would offer a new breed of franchisees the opportunity to launch a career in franchising or for existing franchisees, the chance to expand or diversify their own portfolios. Its concentrated hours and ease of operation would become an appealing franchising option where every families gather and kids roam. Now with over 40 locations, Monkey Joe’s continues to grow throughout the United States.

Q: What words of wisdom would you give to our readers?
A: Monkey Joe’s is a high energy entertainment facility that promotes physical activity in a safe and clean environment. According to The Obesity Society, the number of overweight children, in America, has doubled in the last 30 years; it is estimated that one in five children is obese. One of the top causes of obesity is the lack of physical activity. The average child needs 60 to 90 minutes of physical activity a day, but instead of playing tag or bicycling, many children engage in sedentary activity such as watching TV and playing video games. On average, children watch approximately three hours of television a day, and spend around five and a half hours on all forms of media including the computer and video games. Studies also show that physically active children do better in the classroom. It is important to remember that activity doesn’t have to be a structured fitness program. Monkey Joe’s offers a fun way for children to remain physically active.

Q: What’s the one thing on your menu that customers can’t afford to miss?
A: Birthday parties. Monkey Joe’s offers an all inclusive party package that includes rental of a private party room for two full hours, drinks, paper plates, cups, napkins, forks, spoons, table cloth, and invitations. Pizza, ice cream, balloons and goodie bags can be added as well.

To find a Monkey Joe’s near you: Monkey Joe’s

And to keep track of what’s new with Monkey Joe’s, follow them on facebook!

Thank you to Valerie Anderson and Shonna Lester for contributing to this article.

Social Networking

Facebook. Twitter. LinkedIn. Networking sites are popping up all over the place – are you taking part? We’d love for you to join us on our facebook and twitter pages, and keep updated with what’s happening with the Goodwin Family.

Elevation Burger

If you haven’t tried Elevation Burger yet, you’re missing out! We were lucky enough to find out a little more about what makes this Burger Joint stand out from the crowd. Take a look for yourselves;

Q: What makes Elevation Burger different from the competition?
A: All of our beef burgers are made from 100% grass-fed, free range, USDA-certified organic beef that is ground fresh on the premises. We offer two different kinds of vegan and veggie burgers. We fry our fresh cut French fries in 100% olive oil. We offer hand scooped milkshakes made from milk which is free of harmful chemicals and hormones.

Q: Do you have any fun deals you’re currently running that we can let your customers know about?
A: We always offer our “Club 7” loyalty program, whereby guests earn a free patty after the purchase of 7 patties. Currently we’re also gearing up for our first annual Halloween event, where we’re offering free small special Halloween recipe shakes to kids in costume.

Q: How did your company begin – how did it all get started?
A: Our founder and CEO, Hans Hess, started the concept in 2005. He’s a longtime burger aficionado, and he also happens to be a believer in doing business right: i.e., treating employees well, providing an exceedingly high level of customer service, and taking responsibility for one’s impacts on the environment. Elevation Burger [EB] is very much about each of these things. We offer a product of the highest quality, we do it with people in mind (both employees and guests), as well as doing so in an environmentally friendly way. Hans was a real estate consultant prior to starting the business. He simply saw such a need in the market for a business like EB that he quit his job to start it, along with his wife April and nephew Cord Thomas. Last spring, Michael and Chris joined the company, and became partners last fall.

Q: What words of wisdom would you give to our readers?
A: Look into the radical differences between corn fed and grass fed beef. Not only is a grass-fed upbringing far more humane to the cattle than corn-fed, the nutritional profile of grass-fed beef makes for a much healthier red meat eating experience. It has substantially less saturated fat (i.e., the bad kind) than conventional grain-fed beef, and it’s also packed with more nutrients of various types, as the cows are fed a more natural and diverse diet of grasses, rather than unnatural corn (cows only eat corn when forced to do so by industry; it’s not what they would eat left to their own devises).

Q: What’s the one thing on your menu that customers can’t afford to miss?
A: The Elevation Burger. Our signature sandwich has two 3.2 oz 100% grass-fed, free-range, USDA-certified organic beef patties, and two slices of real, unprocessed cheddar.

Find an Elevation Burger near you at www.elevationburger.com. And if you’d care to follow them on the web, check out their facebook page!

Much thanks to Chris Lambert and Michael Berger of Elevation Burger for contributing to this article.

A GAHS Recommendation if you are in Boston

Looking for a restaurant that’s too good to miss? Well if you’re in the Boston area, we have the place for you. Check out “Locke-Ober” (http://www.lockeober.com/index.htm) for delicious cocktails, mouth-watering food, and a great time!

Monthly Classic Cocktail Hours will be taking place now through the holiday season. And if you join their email list, these Cocktail Hours are complimentary!

First Classic Cocktail: Wednesday, November 4th, 2009 – 5:30pm

For more information: http://www.lockeober.com/

Locke-Ober Restaurant
3 Winter Place
Boston, MA 02108
(617) 542-1340

Great new quote from the Women’s Foodservice Forum!

Alice Murray, the President of the Women’s Foodservice Forum (www.womensfoodserviceforum.com) had the following to say about our website, www.WomenInHospitality.com;

“Recent studies of the U.S. workplace prove undeniably that gender balanced leadership positively impacts businesses’ bottom lines. The Women’s Foodservice Forum’s (WFF) goal is to develop leadership skills for women in all segments of the foodservice industry. We support WomenInHospitality.com in their commitment to bring more women into the foodservice industry and to help them advance in their careers.”

Some great insight from a great organization!

September – Tony Fiduccia

Meet our September Manager of the Month, Tony Fiduccia. Tony is just getting started with Goodwin & Associates and is already showing signs of a great future! Congratulations, and a very well deserved nomination!

What is the best thing about recruiting and being a recruiter? “Some look at this like a job. I really believe I am helping people mold and shape their careers. Also I believe I am assisting companies in their quest to be successful. Making that perfect match is very rewarding.”

What makes GAHS better than the other companies in your view, what is your attraction and keeps you there? “The teamwork and support is what makes our company unique. We believe what we are doing is taking a profession which has earned some not so good critiques, and injected professionalism, knowledge and integrity for all people involved.”

Where did you work before GAHS? “Been recruiting for 16 years. Fourteen with a start up firm in NJ and the other two with a small firm in Virginia Beach. Prior I spent many years in operations.”

Any good book recommendations business wise or for social reading you could pass along? “Believe it or not I love the book “Built to Win”. It is written by John Schuerholz who was the GM of the Atlanta Braves. He took a team with poor history and morale and made them a winner all while being profitable. He really explains what it is like to be a leader and have to make hard decisions. Very hard to do in pro sports with the consistency he did it it with.”

Favorite Chain Restaurant: “PF Changs”

Favorite kind of food: “Being from NJ with a Sicilian Grandmother (who is still cooking at 99) I would have to say Italian.”

Movie recommendations: “Anything with Robert Dinero or Edward Norton”

If I were President the one thing I would change is…. “The legal system. I think it has gotten far too complicated. I don’t think it take up as much time and money to determine right from wrong.”

Favorite Vacation spot: “The Florida Keys”

Dunkin Donuts or Starbucks? “Food Dunkin/Coffee Starbucks”

Favorite Sports and Teams: “Football Miami Dolphins and Florida Gators”

Would like to travel where someday: “Italy. Have family there”

Last three disks in my CD player or loaded onto the IPod: “Not sure but I can be sure it was Classic Rock.”

August – Jenny Thompson

Our August 2009 Manager of the Month was Jenny Thompson. Congratulations! Learn a little bit about Jenny from our quick Q&A:

What makes GAHS better than the other companies in your view, what is your attraction and keeps you there? “The people. Everyone that works here is really great to work with, and you can really tell they enjoy their jobs. It makes working really enjoyable when you know you’re with people that love what they’re doing.”

Where did you work before GAHS? “The Westin in Westminster, Colorado. Great location right between Denver and Boulder, with a GREAT view of the Rocky Mountains.”

Favorite Chain Restaurant: “Chipotle. If you get a chance – check out the original location on Evans in Denver.”

Favorite kind of food: “Kraft Macaroni & Cheese”

Movie recommendations: “Into the Wild – great movie!”

Favorite Vacation spot: “St John, USVI”

Dunkin Donuts or Starbucks? “STARBUCKS! I’m addicted to their Mocha Frappuccino’s.”

Favorite Sports and Teams: “Cleveland Cavaliers. Gotta support LeBron James & my home state of Ohio.”

Would like to travel where someday: “Australia and New Zealand”

Last three disks in my CD player or loaded onto the IPod: “Tom Petty, Dispatch, and Ziggy Marley”

Mystery Shopper Program Featured on MysteryShoppersManual.com

Our Mystery Shopper Program was recently invited to do an interview for a blog featured on www.MysteryShoppersManual.com. This website is an extremely valuable resource for mystery shoppers, regardless of whether they are just starting out, or if they have been in the business for awhile. This is a great resource for tips on how to be a good shopper, report writing, and many other facets of the business.

Here’s our interview that can be found at The Mystery Shoppers’ Manual

Amy Melanson, Client Services Manager at Goodwin & Associates, along with the schedulers and editors at Goodwin, recently answered some questions about mystery shopping for them. Goodwin & Associates specializes in providing mystery shopping services to the hospitality industry, although they serve a variety of industries. The company is a member of the Mystery Shopping Providers Association.

Here is what Amy and the staff had to say about mystery shopping for Goodwin & Associates.

Describe the ideal shopper.

The “ideal” shopper is one who is careful to read and follow ALL instructions, completes their visit and their report on time, with receipts turned in, too! The “ideal” shopper also writes a detailed and well-written report. Beyond those two concepts, it would be even more impressive if the shopper was comfortable with the Prophet reporting system and was able to self-assign their own visits, access the instructions and forms, and submit the report without issues.

What types of shops does your company do? What types of reports are used?

We have expanded tremendously over the course of the past year and now offer shops in a wide variety including the ones below:

Restaurant shops for breakfast, brunch, lunch, and dinner
Quick-service restaurant shops, including dine-in, take-out, and delivery shops
Bar loss prevention shops
Phone shops for hotels, catering calls, banks, and retail
Overnight hotel stays
Ski experience shops
Golfing experience shops
Movie Theater shops
Tanning Salon shop
Bank shops
Retail shops
Children’s play facility shops
Internship evaluation shops
Aquarium shops

What is the best way for a new shopper to get in the door and get a first assignment?

The best way for a new shopper to get in the door would be to register as a shopper on our website (www.mysteryshopperprogram.com). Once registered, the shopper should log into their account on a semi-frequent basis to find shops in their area. We prefer to fill the majority of our shops using the auto-generated notification emails and self-scheduling and we only reach out by phone or email when it gets later in the shopping period.

How can shoppers qualify for your best (highest-paying and most interesting and enjoyable) shop assignments?

The best way for a shopper to get the most desirable shops is for them to build up a history of being a solid, reliable shopper. Once we are familiar with the fact that they do good work, we would be more likely to use them.

What is your biggest problem/pet peeve with shoppers?

One of our biggest issues are shoppers who accept visits and do not complete them. Many shoppers do not understand the importance of completing visits on their scheduled dates/times. These dates and times are extremely important to our clients so when they are not completed appropriately, we are not fulfilling our obligations to the client.

The other biggest pet peeves come from incomplete or poorly written shop reports. It is frustrating when shoppers do not take into consideration that their job is more than just going on the visit, and that they are expected to write a useful and well-written report. We understand that not every single question can be answered in great length, but do appreciate those who put an obvious effort into writing their reports.

What are the biggest challenges facing mystery shopping companies today?

The biggest challenges facing mystery shopping have to do with the economy. Most mystery shopping deals with services that the everyday person is trying to cut back on in these hard times, (i.e./ dining out, going to the movies, making purchases, etc.). It is harder to find clients who are still willing to pay for this type of seemingly “unnecessary” service. The fact of the matter is, tight times are when mystery shopping is even more critical to our clients. The public is being more selective about when and where they will bother to spend money. If a restaurant is not providing a good product and great service, they are going to lose those opportunities to capture that business.

Another entirely different challenge is that the idea of mystery shopping is so often overshadowed by the scam companies who have ruined the business for many. I speak with many shoppers who admit their hesitance to start actually shopping because they have heard horror stories. We all urge shoppers to go to the MSPA website to verify the companies that they work for, but for many, the idea of shopping is lost as soon as they hear the first scam story.

What do you want shoppers to know–what will make them more valuable to your company?

Always be reliable, honest and upfront with your scheduler. Be honest with yourself and your capabilities. Do not take on more than you can handle. It is better to do a great job on 5 shops and get paid for all of them, than it is to do a poor or below average job on 10 shops and risk not being paid.

Always read every single line of the shop instructions REGARDLESS of whether or not you have done the same or similar shops in the past. Instructions can change from month to month. We have to throw out an alarming number of reports because the shopper did not follow instructions.

Lastly, be AVAILABLE. Often times we need to contact the shopper about something that was said in the report, or to obtain a receipt, or a variety of other reasons. Many times shoppers get right back to us with their answers to our questions. Many times we have to chase people down via email and voice mail days after they turned in the report.

It’s Time to Grow!

New and exciting developments over the past few weeks will soon be bringing positive changes to the way you view, and interact with Goodwin and Associates! Our support staff has been working hard to create Facebook and Twitter pages that will provide a more user-friendly way for our shoppers, fans, readers, friends, candidates, clients and employees to know what is going on around our company.

Facebook has become an effective and profitable way to market businesses and cultivate a following, and Twitter is a miniature, more immediate version of that concept. Used together, these two programs are going to allow us to constantly update our job postings for candidates, notify shoppers about available mystery shops, give immediate, public recognition to our staff, and communicate with clients. All of this will be done in real time, and will make the speed at which we can do business impressively fast.

We are very enthusiastic about getting these new programs up and running and will soon be announcing their launch. When this happens, we will include links to these sites here, in our blog, so that you can follow us, become a fan, and participate in our growth!

Stay tuned…..

Celebrating our team!

I am always excited to share news of our team’s accomplishments and celebrations with our readers. I am very proud of the team that we have cultivated and the strength with which that team has grown. Their talent, passion and work ethic is what has assured that, despite these challenging economic times, our company is thriving and growing by leaps and bounds.

This August represents the 3 year anniversary’s of both Jessica Diamond and Scott Gaba with GAHS! I wanted to thank them for their loyalty, dedication, and success. Both Jess and Scott have emerged as cornerstone pieces in our organization’s present and bright future. Both have shown temerity and perseverance, as they have grown their individual businesses from scratch, to where they sit today. Looking back from day one, its quite impressive to see how they have evolved. I could not adequately express my appreciation for them in words, and I am grateful to both of them, for many reasons. Here’s to the next 3!

Also, this August also represents Jenn Wakelin’s one year anniversary with GAHS. Jenn’s high quality client service standards and ownership of her client relationships make her shine! I appreciate her, as does our whole team.

To quote the great Babe Ruth, “The way a team plays as a whole determines its success. You may have the greatest bunch of individual stars in the world, but if they don’t play together, the club won’t be worth a dime.” This statement rings true throughout our organization, and all businesses. We have a team of super stars, but it is how well we work together, to achieve our common goals, that makes us extraordinary.

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