Observations from the President

The difference between nearly right and exactly right is like the difference between using nearly the right word and exactly the right word. As Mark Twain put it, "It's the difference between lightning and lightning bug."

Consistent success for the Briad Group comes from doing everything exactly right. In other words, customer satisfaction comes from minding the details. I'm such a stickler for details that I've often wondered if the CEO after my name stands for Cleanliness, Execution and Organization! I believe these three qualities spell the difference between customer satisfaction that is nearly right and customer satisfaction that is exactly right.

Cleanliness: Since the beginning of the year, Dave Cahill, Jeff Kellen, Mike Dell'Angelo and I have been visiting our restaurants. We do this twice a year to meet employees, keep current with our franchise agreements and set and track yearly sales goals. We also want to be certain that we are ahead of the curve in caring for our physical plant. During each visit, we walk through the restaurant and pay attention to all the details, including the floor baseboards. We have discovered that, in general, the restaurants that are the cleanest are also the most profitable and efficient.

Execution: Next to cleanliness is execution, the ability to perform. One store that impressed me was our TGI Friday's in Old Bridge, NJ. Even though it is one of our oldest stores, it is also one of our cleanest. When asked why he paid to such careful attention to details, General Manager Mark Ormsbee replied, "We want our guests to eat in a spotless, clean environment so we have repeat business." Repeat business is proof of good execution.

Organization: Last, minding the details is impossible without good organization. Paulette Mistretta, the Old Bridge TGI Friday's SPG (Smiling People Greeter featured in our last issue of Vision), said that her most important goal was to organize her work so customers are treated the way she would want to be treated. "For many customers, our restaurant is a second home. So we go the extra mile to make sure that everything that can be done for them is done. We can't do that efficiently if we aren't organized."

Our commitment to be Briad "CEOs" really does make a difference. Our Wendy's sales are up between 20% and 30% per unit, and we continue to move forward with our expansion in existing Friday's. Our Courtyard Hotel opened in February and our Residence Inn in Manchester is under construction and expected to open in November 1999

Achievements such as these come from minding all the details. Thank you for doing that and for ensuring that our customer satisfaction is always exactly right.

Briad's Second Annual Management Meeting

Can you use an extra $1,000?

Attention All Briad Employees

From now until September 1, 1999, we are offering a Referral Bonus of $1,000! If you know someone that you think would make a good restaurant manager for any of The Briad Group concepts, simply call Erin Cotterell at 973-822-0099 ext. 142.

If a management candidate that you refer is hired, you will receive $1,000. For the complete list of rules and payment information on this program, please contact Erin Cotterell. (*Offer not retroactive)