Weekly Targets and Accountability

Daily Tracking

Metric

Target

Tracking Method

Accountability

Google review collection

1 per store, per day

Daily review of the Google count by RTM

RTM required

Recap Email to RD

After each 1-Star review call

The recap will CC the RVP for review

RTM required

RTM Responsibilities

The Regional Team Manager (RTM) is required to:

  1. Call 1-Star Google Reviews: Immediately follow up on every 1-star review received for any store under their management.
  2. Email Recap to Regional Director (RD): Send a concise email summarizing the outcome of the 1-star review call, demonstrating the "Connect head to heart" principle in the resolution strategy.

Core Principle: Connect Head to Heart

  1.  Getting the buy-in from the store managers on the importance of Google collection.
  2. Ensure the manager and RTM understand that Google is a “one click” advertisement for our guest.
  3. Google is a public reflection of how our guests feel about our business.
  4. Connecting the head to the heart by showing the managers how each of us use Google everyday to make buying decisions.