Customers
the Melt Shop saw a 70% decrease in refunds related to quality
How Gritsee increased ratings & reviews for Melt Shop by eliminating errors and improving the guest experience...
David Rusk
General Manager
Melt Shop is a New York-based quick-service restaurant with over 10 locations under the esteemed Aurify Brands. An east coast favorite, Melt Shop is known for its gooey grilled cheeses, tasty finger foods, and chicken sandwiches.
Guest satisfaction is a top priority for the Melt Shop team.
They partnered with review platform Tattle to connect directly with guests and reduce poor comments. However, Melt Shop needed a solution that could provide a greater look into their operations in order to identify areas of inefficiency on their makeline.
The Challenge
When a negative guest experience is reported to Melt Shop via an online review or rating, the team is notified immediately. Corporate staff contacts area managers, and employees on the ground are alerted. In the process, multiple team members spend hours resolving repeated offenses and wasting time identifying how, when, and who committed the error. CEO Spencer Rubin and the Melt Shop team knew they had an issue on their prep line, but they were unable to understand where the operational issues were occurring or how to correct.
Low visibility of staff preparing food
Difficult to identify which team members prepared which means
Curing the source of pain points to avoid future guest dissatisfaction
Hard to trace error culpability in the kitchen after an order had been packaged
The Gritsee Solution
Gritsee quickly integrated with the existing cameras in the Melt shop's kitchens. By providing our Weekly Insights Report and collating order data with video recordings, Melt Shop had uncovered blind spots on the prep line that accounted for preventable errors.
Melt Shop’s corporate team was now able to identify the employee preparing each meal within minutes, or view quality statistics across the board and at each location.
This visibility allowed for fast conflict resolution, immediate follow-up, and personalized training. Based on Gritsee’s images, Melt Shop observed areas that were attributing to negative reviews. By identifying the underlying issue of their negative reviews, Melt Shop was able to swiftly course correct.
The Result
As a result, Melt Shop locations saw a 70% decrease in quality related refunds. The Melt Shop locations leveraging both Gritsee and Tattle solutions have an awareness of areas of improvement and are able to reduce errors and optimize operations.
Hours in staff time saved by having data at their fingertips.
Location managers had greater details as to when and how orders had been prepared or packaged incorrectly.
Eliminating lengthy follow-ups within those locations saved corporate staff hours in weekly email outreach.
Domino effect eliminated negative reviews across the board.
With Gritsee’s help, Melt Shop implemented training tools to improve staff operations.
Eliminating these negative customer experiences affected not just the covered delivery orders but also how standard operations are running.
“We went from 34 to #1 in one of the main industry benchmarks we follow” -
Refunds reduction average from ~$173+ to ~$22 on a bi weekly basis. (~$650 monthly) Over $600 in monthly refund savings - $150 weekly savings on refunds alone
By eliminating negative customer follow-ups within those locations, saving corporate staff hours in weekly email outreach.
Gritsee brings a revolutionary management system to all restaurants, providing actionable, industry-focused, and advanced data analysis support to help restaurant owners to make smart decisions and achieve their business success.
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