Anderson, Ind.-based Ricker’s is a newbie to the CSP/Service Intelligence Mystery Shop, and it has already made its mark in employee friendliness. The chain, which has more than 50 stores, scored the highest for the customer-service question “Was the cashier friendly?”, with 98% of mystery shoppers answering “yes.”
“Adriana was warm and friendly while smiling broadly,” said one shopper of her Ricker’s sales associate. “She definitely made me feel like a valued customer!”
Quinn Ricker, president and CEO of Ricker’s, and Jason Klemme, director of operations, attribute the high marks to company culture.
“We believe that if we treat our employees right, and we treat them as if they are part of the family, then they will treat their customers right,” says Klemme.
That includes giving them the right advancement opportunities and clear communication.
Employees interested in rising up the management ranks participate in Ricker’s Business Academy, where they take leadership courses and learn how to tackle a variety of management issues.
Managers—from assistant to foodservice to store—participate in Ricker’s School of Business, a one-week course in which Ricker, his father and company founder Jay Ricker, and department heads discuss expectations. Quinn also meets with each store manager during the year to learn about what is going well and what is not.
“We give them the right advancement opportunities, right compensation, right store environment and leadership,” says Quinn. “We treat them how we want to be treated.”
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