Drake & Morgan - Customer Service Proposition
About the brand
Drake & Morgan now operates 23 bars with turnover of £49.7m to March 2018.
When we started working with Drake & Morgan they had successfully rolled out seven bars across London, and they wished to further optimise and develop their service proposition to differentiate itself from the highly competitive market in which it operates in London. Pragma was commissioned to evaluate the service proposition in these bars, and to create a roadmap to ensure that service is consistently executed to a high standard.
WHAT WE DID
Redefining Operations Managers’ roles
Reviewing the bonus structure to incentivise customer service
Consolidating internal communications to give managers more time on the floor
Developing KPIs and a framework for monitoring service standards in the future
Pragma delivered actionable recommendations for optimising customer service across Drake & Morgan venues, taking into account the needs of the customer, internal team culture and personnel requirements, and ongoing monitoring to maintain high standards. The business has since opened two more bars which have proven to be very successful.