Daily Scorecards Drive the Customer Experience

Case History: Garrison Food Mart

Business issue – Getting vital daily information into store manager’s hands. It was taking too much time to prepare the information. Without the information, the store managers risked allowing small problems to fester.
Background – Garrison Food Mart is a family-run independent C-Store located in the sprawling West Texas Panhandle. Its known for hard working, helpful, and friendly people.
Problem – The area has many C-Store options. The family running the business felt it was important to grow to support the community. Many other operations were not experiencing growth, however.
Assessment – The managers wanted a daily scorecard to determine which parts of the store were operating well and what needed attention. The managers were experienced and knew how to use information to address problems and take advantage of opportunities.
Solution – The Quik Data Scorecard software was implemented in just a matter of weeks. The store managers received a daily scorecard via email that showed sales trends by day, week, and month. A friendly competition developed. The result is that all stores are beating their annual growth budget. The company requested and received a printable version that was passed to staff each day to share the results.
Lessons learned – Provide simple to use information and support good managers that get results. Measuring works – especially when it is easy to understand and share. Pay bonuses earned from expanded profits.

Having the owners support the staff and provide great tools and incentives keeps the store running well. It helps managers increase both store traffic and sales.