I worked for Domino’s Pizza for 15 years and Papa John’s for 3 years befor opening my own stores. In the beginning DPI and most of there franchisee would give a manager a minimum wage salary, with benefits, and 20% of Profits. So if you had a store that was avg. $12,000/wk and you ran your numbers appropriately. You would earn about $35o to $450/wk in salary, and another $750/wk in bonus. But over the years I seen that diminish, as the minimum wage in the states rose, the owners and the corporations took more and more money away from the managers. Stripping income from your managers is a stupid thing cause it kills morale, and can kill your store(s). When I left Domino’s they the bonuses was down to 10% and they had all these parameter you had to hit in order to get it. And about 1 out of 3 times you didn’t get your bonus.
When I switched to PJ’s in 2001, The Salary was significantly higher I earned $750/wk plus 8 percent of Profit.
Now that I am an owner. I have several secret shoppers, who grade the quality of the order, from phone person knowledge, and courteousness to product correctness, and presentation, and delivery driver performance, and courteousness, and lastly overall performance(speed of delivery).
Question on the survey are.
CSR
- What was the phone persons name?
I always have phone persons answer "Thank You for choosing Tommy’s this is "
- Did the CSR offer you any specials?
I have a seasonal special that My CSR are are supposed to offer to all my customers.
- Was the CSR knowledgeable and courteous?
- Did the CSR “Thank You!”?
DRIVER
- Did the Deliver Driver drive safely into your neighborhood?
- Could you hear the DD radio? I ask drivers to keep the radio down to a reasonable level. So as not to disturb the neighbors.
- Could you smell smoke. I don’t allow smoking in my Delivery Drivers cars?
- Was the pizza delivered in a pizza bag?
believe it or not, I have had drivers, who came from other chains who delivered without hot bags.
- Did you receive your entire order, with sides , and condiments?
- Was the DD wearing his uniform?
I have had dd in the past remove there uniform after they left the store, because they were embarrassed to be seen in the uniform.
- Did the DD’s uniform look clean and sharp, or did it look as if he just picked it up off the floor?
- Did the driver have a lit car-top sign on? This is a big one.
- Did the driver “thank you!” for the order?
- Did the driver driver away safely?
PRODUCT
15. How long did the delivery take?
16. Were the pizza and products still hot?
17. Open the pizza box, what is you first impression of the pizza. Was the pizza made correctly?
18. Are the toppings evenly distributed?
19. Based on your previous experience it the product the same, better, or worse?
20. How would you rate the whole experience? A B C D F
I have five surveys done per month on each store. I place $100 into a pool for each survey that has an A grade, $75 for B grade, $50 for a C grade, and nothing for a D or F. I take this pool of funds and divide it amongst my employees based on there hours worked. If its all A’s it works out to about $100 bonus for my F/T employees, and about $50 for my P/T employees.
My managers don’t get share the bonus with the rest of the crew, I give them an additional bonus equal to half the end result which could be another $250 for him/her.
Plus I am old school, I still give my Managers $500 Salary, and 20% of profits.
Always tie in your employees wages to performance, and profitability, and you will see greater results in the end. It will also weed out the employees that are only there for a paycheck, from the true “go getters”.