By Lexie V. Owen | Echo
Solutions at The Grille such as new signs, a bagging area, orderly lines and faster service are improving customer satisfaction. According to Director of Dining Services Matt Riley, such changes are largely due to constructive suggestions from students and faculty.
"We take customer feedback very seriously, along with conversations I have with Student Development and Student Senate," Riley said. "We are constantly asking ourselves how we can better serve our students here at Taylor along with the faculty and staff."
When students or faculty voice concerns to Dean of Students Skip Trudeau, issues are quickly brought to The Grille's attention. Last semester, main concerns dealt with signage, the speed of service and especially the congested atmosphere during rush times.
"When it got really busy, there was no order," Retail Manager Brenda Christian said. "You couldn't tell if someone had ordered or if someone was waiting in line so we came up with the idea of putting the signs up so people knew where to order and where to wait for their food. It seems less congested."
When students fill out comment cards and leave their full names, they will receive a prompt response from Christian as well as a free snack from The Grille. According to Christian, the implementation of signs and new food choices as well as other insightful ideas comes from student comment cards.
"The last person that filled one out recommended that we put spinach dip with our pita chips, so now we're trying that out," Christian said. "Other comment cards come in that just aren't feasible, but I respond to everyone that has a full name or email on it."
Riley and Christian work with Creative Dining Service's regional director, Dave Seweryn, to come up with solutions to problems presented or ways to implement constructive suggestions.
"Sometimes an idea won't work, so we'll change it," Christian said. "We're trying to service our customers the best we can, and sometimes that's through trial and error."
In addition to student feedback, The Grille frequently sought guidance from faculty members. Over J-term break, Riley created a faculty questionnaire and The Grille hosted a luncheon for all responders.
"We talked to them while they were here, telling them about what we hope to do in the future, asking them for more feedback and having them sample three of our panini sandwiches," Christian said.
Thanks to faculty feedback, The Grille has added its new panini sandwiches to the cooler. These sandwiches can also be warmed in the Panini press. The Grille has also narrowed its soup choices according to student preferences and tweaks the menu in order to serve customers its reported foods of choice.
"Most of the changes have been really well received and have made a huge impact on our overall satisfaction," Matt Riley said.
Such results make feedback highly valued and greatly encouraged at the Grille.
"We appreciate it because that's the only way to know how to serve better," Christian said.
