Location Details

1687834Dispatch ID:

Date of visit:Time in:

1/31/20119:15 pm

Day of visit:Time out:

Monday10:50 pm

BWW15February

BUFFALO WILD WINGS42 M. L. CollinsCold Spring, KY 41076859-781-9464Store #:0006

BWW RENEGADE SERVICE - Sharable Menu Items

100 - 96% 95 - 91% 90 - 86% 85 - 81% 80 - 76% 75 - 71% 70 - 0%

SHOPPING REPORT SCORES Percent MedalPts Poss Pts

SHOP SUCCESS 100 50 50.0%

50100Total Score 50.0%

50.0

0 10 20 30 40 50 60

SHOP SUCCESS

1687834 © BestMark Incorporated

SHOP DETAILS Pts / Poss$34.76Indicate cost of purchase (including tax):

12 wings w/ Honey BBQ Sauce, 1 Pulled Pork Sandwich, 1 Coke, 1 Guinness

Indicate all food and beverage items ordered:

Barry SummerfieldIndicate FIRST and LAST name of Manager:

Angela ReedIndicate FIRST and LAST name WINNING Server (If applicable):

2100%25% 50% 75%What was the percent of the tables occupied in the entire restaurant?

9How many Buffalo Wild Wings Team Members did you observe at the location during the shop?

SHOP SUCCESS Pts / Poss

0YesNoDid your server mention BWW Coke Zero NCAA Basketball Promo atany point during the shop? 50

50YesNoDid your Server suggestively sell a "Coca-Cola beverage, a Coke, or a Coca-Cola product during your visit to this Buffalo Wild Wings location?" (NOTE: Just suggesting a "drink" will NOT count as a success criterion)

50

10Yes NoWas this shop a SUCCESSFUL shop? (EITHER of the above suggestive selling or BOTH occurred)

Angela did not mention the NCAA promotion at all. At first, she only asked what we would like to drink. When we both ordered water only, she said, "Are you sure? We have Coke products, lemonades, and a full bar."

100 50 50.0%Points Possible Points Scored Percent

GREETER Pts / Poss

0YesNoWas there a greeter at the door / host station?

0Does NOT initiate an acknowledgement OR offer to assist you OR acknowledgement is not friendly

Initiates a friendly verbal acknowledgement OR offers to assist you

Initiates a friendly verbal acknowledgement AND offers to assist you

INITIATES A FRIENDLY GREET

0No YesAsks you for your seating preference

0Appears to be going through the motions / disinterested, does NOT engage you in conversation, does not smile

Pleasant, polite, reserved, professional / minimal gestures and positive, steady tone / limited conversation, limited smiles

Enthusiastic and energetic / uses tone of voice, volume, inflection, gestures to convey positive energy and sincere CARE for your experience / engages you in personal conversation and smiles consistently

DISPLAYS A CARING UPBEAT ATTITUDE

0Does NOT thank or thank is insincere and does NOT offer a positive closing remark or invitation to return as you exit the restaurant

Sincerely thanks you OR offers a positive closing remark or invitation to return as you exit the restaurant

Sincerely thanks you AND offers a positive closing remark or invitation to return as you exit restaurant

EXPRESSES APPRECIATION

There was no greeter present when we entered. We had waited for about 3 1/2 minutes when the bartender called over from behind the bar and said that we could take any open table.

Gender Glasses Hair Age: Hgt:

1687834 © BestMark Incorporated

SERVER Pts / Poss

SERVER APPEARANCE10Is NOT wearing a Buffalo Wild Wings uniform (shirt with some BWW

branding- logo, pin, or football jersey, etc.) OR appearance in substantial need of attention

Is wearing a Buffalo Wild Wings uniform (shirt with some BWW branding- logo, pin, or football jersey, etc.) but appearance is in minor need of attention

Is wearing a Buffalo Wild Wings uniform (shirt with some BWW branding- logo, pin, or football jersey, etc.) AND appears sharp and clean

SERVER APPEARANCE

10No YesWas the Server's name written on the back of his / her jersey?

RENEGADE SERVICEBuffalo Wild Wings wants its servers to deliver "RENEGADE SERVICE" with each guest. This means having a great attitude, knowing your guest and going "above and beyond" to deliver great service

10Appears to be going through the motions / disinterested

Pleasant, polite, reserved, professional / minimal gestures and positive, steady tone

Enthusiastic and energetic / uses tone of voice, volume, inflection, gestures to convey positive energy and sincerely CARES about your experience

DISPLAYS A POSITIVE, CARING, UPBEAT ATTITUDE

10Does NOT engage you in personal conversation or attempt to make a personal connection / seems intent on simply processing you through

Engages you in impersonal conversation but does NOT attempt to make a personal connection with you

Engages you in personal conversation (e.g. asks what brings you in this evening, if you have any time constraints, etc.) AND uses conversation to personalize service to your needs / appears to CARE if you have a great time

DEMONSTRATES PERSONALITY / MAKES A PERSONAL CONNECTION

10Does not smile and/or avoids eye contact

Smiles and makes eye contact but there is opportunity for more

Uses every opportunity to smile and make eye contact as appropriate

SMILES AND MAKES EYE CONTACT

10Does not check back with you throughout your meal or anticipate your needs (beverage refills, removal of soiled dishes, etc.)

Checks back with you during your meal, BUT there is room for more

Consistently checks back with you throughout your meal (refills beverages, removes soiled dishes, etc.)

ANTICIPATES NEEDS

10Does NOT thank or thank is insincere and does NOT personally invite you to return

Sincerely thanks you OR personally invites you to return

EXPRESSES APPRECIATION

10No YesWould you request this Server on your next visit to this location?

10No YesDid your Server "go the extra mile" to provide better than expected service?

Angela was wearing a clean and neatly pressed Buffalo Wild Wings uniform, and her nametag was clearly visible.Angela was very energetic and she took the time to make conversation with us before taking our order.We never saw Angela without a smile on her face. She checked on us several times to make sure we had what we needed.After processing our payment, Angela dropped it off, asked one more time if we needed anything, and said, "Well, thanks for stopping in. Come back and see me again some time!"We were delighted with the service Angela provided. She was very attentive, and she made our visit quite enjoyable. We would definitely request to have her as our server for our next visit.

Angela Reed Gender F Glasses N Hair Dark Brown Shoulder/Collar21 - 25Age: 5'4 - 5'5Hgt:

SPEED OF SERVICE Pts / Poss10No YesDid your Server check back with you after delivering your entrees?

2

More than 10 min

0 to 3 min

3:01 to 6 min

6:01 to 10 min

How long did it take to get seated? (start timing immediately as you are approached by the Buffalo Wild Wings Greeter):

N/ANo YesIf there was a wait to be seated, were you placed on a waiting list? (Check NA if no wait to be seated.)

1

More than 10 min

0 to 3 min

3:01 to 6 min

6:01 to 10 min

How long did it take for a server to visit your table and take your order?

1

More than 10 min

0 to 3 min

3:01 to 6 min

6:01 to 10 min

How many minutes did it take to get your BEVERAGE order from the time you placed your order?

5

More than 15 min

12:01 to 15 min

0 to 5 min

5:01 to 8 min

8:01 to 12 min

How many minutes did it take to get your FOOD order from the time you placed your order?

15:40If it took more than 15 minutes to receive your food order, please indicate exact time in minutes and seconds:

1687834 © BestMark Incorporated

FOOD QUALITY Pts / Poss10ExcellentPoor Fair GoodHow would you rate the FRESHNESS of your food?

10ExcellentPoor Fair GoodHow would you rate the TASTE of your food?

7ExcellentPoor Fair GoodHow would you rate the TEMPERATURE of your food (hot items are hot and cold items are cold)?

10ExcellentPoor Fair GoodHow would you rate the PRESENTATION of your food?

3Cold

Warm

Hot and VISIBLY steaming

How hot and steamy were the wings you received?

10No YesWas your order correct and complete?

Our order came out all at one time and everything was correct. The wings looked and tasted wonderful! They were warm but were not visibly steaming. The Pulled Pork Sandwich was very flavorful; however, it too was only warm, rather than hot.

MAINTENANCE AND CLEANLINESS Pts / Poss10ExcellentPoor Fair GoodDid the Host area appear clean / organized / free of clutter?

7ExcellentPoor Fair GoodWere the dining and bar area floors and carpet clean and free of debris?

10ExcellentPoor Fair GoodWere tables, chairs, bar stools clean, unworn and comfortable?

3ExcellentPoor Fair GoodWere menus, table tents, and promotional material unworn and clean?

7ExcellentPoor Fair GoodWere restrooms clean, stocked, free of odors, well maintained (fixtures and mirrors, counters and sinks, toilet bowls and urinals)?

1Women's Men'sWhich restroom did you visit?

The dining area appeared clean except for one table that had a lot of what appeared to be cracker crumbs and other food debris under it. Both of our menus had a sticky residue on them, and the corners of one of them were torn. The women's restroom smelled and looked clean; however, the waste basket was overflowing.

SIGNAGE Pts / PossIndicate which of the following Coca-Cola or Buffalo Wild Wings items were merchandised:

10

0No YesTable Caddy (Coke Zero NCAA Basketball Promo)

10No YesFree Refills Poster on Wall ("Half Full. Half Empty. Who Cares?")

10No Yes

The Coke Zero NCAA Table Caddy was visible on our table.

A Free Refills wall poster was visible.

CARD AWARDS - SUCCESS IOU Pts / Poss0No YesSERVER BOTH MENTIONS THE BWW COKE ZERO NCAA

BASKETBALL PROMO AND UPSELLS A COCA COLA BEVERAGE - (You presented the Mgr with the $100 FOOD AND BEVERAGE SUCCESS IOU)

0No YesONLY THE BWW SHARABLE MENU ITEMS IS MENTIONED (you presented the Mgr with a $50 PROMOTION ONLY SUCCESS IOU)

10No YesONLY COCA-COLA IS UPSOLD - Your Server/Order Taker suggestively sold a Coca Cola beverage (specifically by name) during your visit (you presented the Mgr with a $50 BEVERAGE ONLY SUCCESS IOU)

Angela only suggested the Coke products, so I presented the $50 Success IOU.

1687834 © BestMark Incorporated