On Tuesday 8th December, our 57 stores will be closed for business, nationwide, until 4pm, as we turn our attention to our people. Specifically, those fundamental to the company’s success, our staff, and you, our customers.
In a year marked by challenges for the New Zealand hospitality industry, we have remained focused on executing our planned company-wide ‘People & Culture’ initiative, including a bespoke customer experience programme rollout.
Our stores are designed with the consumer experience in mind; from our own radio station, Radio BurgerFuel, the striking graffiti murals adorning store walls, to the distinct auto-inspired theming, conveying our love of customised classic cars. We have always differentiated ourselves in the market and we have our sights firmly set on being the best in class when it comes to our customer service.
“We’ve always placed a great deal of importance on our service, but customary to any franchised business, consistency across the system is often the main challenge”, says Country Manager, Jason Lowery. “We are always striving to provide a better customer experience, not just with the high quality of our food, but also our customer service”.
We’ve put our money where our mouth is and have just completed the first phase of our customer experience plan rollout, consisting of intensive full-day workshops created specifically for the brand and delivered to every store in the country.
Multi-store franchisee, James Stevenson, on the workshops, “They are incredibly engaging and solution focused. The best aspect, from a store owner’s perspective, is the way in which the sessions encourage all staff members to work collectively as a team, to come up with their own common goals on how they want the customer to feel.”
To mark the completion of the first phase of this ongoing people first approach, franchisees will keep their doors closed for the day to work with their staff on further embedding the brand's values and learnings gained from the workshops.
The day will also be an opportunity for HQ and our franchisees to treat over 900 staff with a token of appreciation and some team bonding, in acknowledgment of their commitment and contribution throughout, what has been, a trying year.
“It has been a hell of a year for our staff and I’m excited to have this opportunity to acknowledge our team in a meaningful way”, says Ryan James, owner of the Palmerston North store, “It’s about culture. Culture is at the heart of everything we do at BurgerFuel”.
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