Greeter Program 2013
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Transcript of Greeter Program 2013
Glimpse of the Past• Past Objectives• 2010 Gerry- Help
customers become aware of the Kroger loyalty card at shell• 2011 Mike- Gain customer
loyalty to Kroger card• 2012 Patrick- Promote the
GOCO brand, help customers become aware of GOCO
• 2013 Griffin’s objectives• Promote the Fuel Rewards
Network• Gain costumer loyalty to
GOCO through FRN• Manage and experience a
rising program that can be measured
Promoting the Fuel Rewards Network• Educate Customers off site through advertising via
media
• Educate customers on site though Greeter Program
• Educate and train store OPS
Greeter Program • Hired quality greeters
• Chose greeters based off how well they interact with strangers• How well they can “sell” the FRN program• Diverse group • Number of greeters determined by number of site visits and availability
• Scheduling• 2-4 greeters per site • 3 shifts per day (7am-10am, 11am-2pm, 3pm-6pm)• 2 sites per day• Chose the sites based off total customer amount and total merchandise
sales• Visited the top 5 site locations (based off info above) 5 times
• Educate customers on FRN through Greeters
Total customer/ Merch sales per day Total Merch Sales/ Day
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26
1 1227
2 1202
3 1204
4 1231
5 1208
6 1232
7 1207
total
customers
8 1225
9 1224
10 1203
11 1219
12 1213
13 1205
14 1221
15 1206
16 1210
17 1212
18 1201
19 1209
20 1211
21 1222
22 1217
23 1218
24 1214
25 1228
Greeter Program cont. • Developed a script and itinerary (Greeter Standards)• Designed Greeter incentives • Goco Greeter Leaderboard based on activations per week• Greeter with most activations in a week earned 25 dollar gas
card• Team with most activations in a single shift earned a 25
dollar gas card• The greeter with most overall hours earned an ipad
• Feedback:• Created a feedback forum which allowed the greeters and
manager to discus improvement• Spoke with dealers on FRN piece, how they promote
GOCO Greeter LeaderboardGOCO TEAM WINNERS
Week 1
Overall- Michael Allen 147
Team- 1233 11-2p 43 activations
Joey Kreyenhagen Michael Allen
Week 2
Overall- Matthew Snyder 111
Team- 1202 3-6p 32 activations
Donald Bruemmer Michael Lynch Gina Hurst
Week 3
Overall- Chris Daugherty 280
Team- 1204 3-6p 53 activations
Michael Allen Alex Hart Aaron Berry
Chris Daugherty
rank Greeters Week 1 Week 2 Week 3 Total
1 Michael Allen 147 81 258 486
2 Chris Daugherty 141 29 280 450
3 Kenneth Berry 117 29 214 360
4 Matthew Snyder 85 111 153 349
5 Joey Kreyenhagen 100 16 129 245
6 Donald Bruemmer 68 84 89 241
7 Adam Hart 48 84 69 201
8 Sarah Wildermuth 97 60 41 198
9 Alex Hart 0 69 124 193
10 Gina Hurst 42 63 86 191
11 Michael Lynch 88 99 0 187
12 William Robson 0 69 32 101
13 Matt Brinkman 15 0 81 96
14 Steven Fitzpatrick 0 10 59 69
15 Peter Saba 0 0 53 53
16 Mackenzie Dolle 0 10 0 10
T17 Brian Daugherty 0 0 0 0
T17 Courtney Erickson 0 0 0 0
T17 Madeline Ley 0 0 0 0
T17 Patrick Schiess 0 0 0 0
How Did Greeters Promote?• Exciting festival atmosphere
• Prize Wheel and Reward codes• Combined efforts with vendors• Vendor Samples ie. (Budweiser,
Monster, Xience)
• Added Raffles• Customers could sign up for a raffle of
Shell Helmet, Brandon Phillips autographed helmet, Monster Snowboard, Flip video, and many more
• Educate and activate customers on site• Ipads allowed us to activate in c-stores• This gave us more time to educate
customers and register cards
Advertising FRN via Media
“Segman” Dennison named Goco Spokesman700 WLW
Goco Shell Racing Report
Goco Commercial
Click icon to add picture
Goco Facebook Page
Radio Time• Cumulus Radio
• Tank God it’s Friday
• Clear Channel Radio• Goco Shell Basket offer June 3rd-
Aug 30th• 2x am on WLW, ESPN, Fox Sports,
WEBN, & KISS• 2x pm on WLW, ESPN, Fox Sports,
WEBN, & KISS• 2x Reds on radio pregame• 4x news sponsorship per day WLW• 4x sports sponsorship ESPN & Fox
Sports
• Goco will be on radio 4,865 times in 13 weeks
Understanding FRN: The KeyEducating and training• Brought Greeters into manager meeting to help educate on
FRN • Personally trained all 20 greeters• Educated and trained cashiers on site
• sites 1201,1202,1203,1204,1218,1231,1233
• Attended MRM meetings to discuss improvements and ideas with DM• Institute all employees with FRN card for better
understanding• Designed a weekly report
• broke down greeter and cashiers activations for the week• Organized each site by DM and rank among other sites
By the NumbersBefore Greeter Program (9/12-5/13)
• 394 total activations• Avg. 17 total activations
per week• Highest per week- 10
activations (1217)
Greeter Program (6/3/13-8/2/13)
• Over 5,000 total activations • Avg. 550 total activations
per week • Avg. 49.11 per site per
day• Highest per day- 110
activations• Highest per shift- 53
activations
Total Expenses• Budget• $15,000 greeter payroll• $5,000 for supplies
• Salaries and taxes through the last payroll are $18,320• Total expenses= approx.
$1,795.
• Expenses• FRN kit (t-shirts, etc)
$114.49• Staples – supplies $397.40• Staples – supplies $94.54• Shell prize wheel $561.03• Shell prize wheel $628.23
What worked?• The Spin to Save Wheel• Ipads• Adding diverse group of Greeters• Adding morning shift (even though Greeters may think
otherwise)• Personally training Greeter Staff and Cashiers• Giving out vendor samples
How can we improve?• Creating excitement with the raffle prizes• Stay more connected with the Facebook page for
marketing• Keep better track of equipment• Better system of transporting equipment among greeters
• Run more vendor and off site promotions• Greeter Compensation• Greeter Captain
Customer feedback• Thankful of the FRN card• Too difficult to sign up on their own• Not educated enough• Customer quotes• Heard you guys on the radio!!• How do I link my credit card?• Do you have a key chain card?• I already have enough cards.• Can I spin that wheel?!• You all just made my day!
Challenges• Managing greeters• Ipads• Wifi connection not always working or clear• Register scanner• Cards showing up as invalid• FRN website malfunctions• Uniform policy• Bad weather• Recording data
Summer Intern take away• Gained valuable business experience
• Attended MRM meetings, vendor meetings, consultants• Learned negotiating skills and sales tactics
• How to handle critics in the workplace
• Managing skills• Effectively managed and trained 20 greeters• Learned ways of improvement through those superior and the greeters
• Marketing strategies• Product placement• Store location sells• Price adjustments• Competing with similar businesses
Summer Intern continued• Lessons giving presentations and working with excel• Presenting FRN to CSR, Greeters, Managers, and customers• Scheduling, spreadsheets, reports
• Field Experience• Visited every location • Dealt with customers daily• Handling problems with customers• Clear Channel Golf Outing• Live on 700 WLW
Selling the Summer Internship• Manage your own hand picked team• Get managing experience and marketing experience• Work in the field and office• Meet with tons of different companies• Experience like nothing else• Working with Howie