Ruth's Chris improves customer service through role-play
Ruth's Chris Hospitality Group wanted a more effective way of training their employees without incurring the high costs associated with face-to-face training. They had several goals in mind before looking for a solution that could help them maximize their time and training dollars:
• Instill a common culture and processes across the company
• Include performance-based learning
• Encourage employee interaction
• Leverage deep internal expertise
• Manage and track participation
• Provide mechanisms to reward and recognize
• Create teachable moments
RUTH'S CHRIS CASE STUDY
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Practice provides Ruth's Chris a solution that not only scales their training, but also facilitates comparable and gradable staff evaluations. With locations across the country, Practice enables common processes to be shared and consistently implemented at all locations. Furthermore, Practice provides a means to build a strong culture and camaraderie across all Ruth's Chris restaurants. By capturing and highlighting best practices, Ruth's Chris has seen an increased morale since they started using Practice to meet their training needs.
Each month, all employees role-play a core task on Practice. Employees review a selection of each others’ videos, watch an expert’s performance, and see a written critique of selected performances. Practice prompts employees to participate with automatic email notifications and enables tracking and recognition of participation for participants and managers. With the simplicity of a standard training video, Practice engages employees to learn by doing, interact with their peers, and gain access to best practices.