By Navar Watson
McAlister’s Deli in the Hamilton Town Center has added an eighth plaque to their shelf of awards after winning first place in Highest Overall Customer Satisfaction for McAlister’s Delis across the nation. This is the third year in a row the Noblesville location has won the award, trumping some 320 other stores in the U.S.
“Anticipating the guests’ needs is our number one priority,” General Manager Steve Hon said. “Hot food. Quick service. We just try to win them – give them that ‘wow’ factor.”
The McAlister’s Deli National Conference is an annual event recognizing its stores and their accomplishments. This year, Indiana locations won four of the 12 awards given.
“Of course, we’re going to say we’re the best franchise out there,” Hon said, referencing the McIndy Ventures franchise, which operates 16 McAlister’s locations in Indiana.
McAlister’s corporate office measures customer satisfaction through online surveys, Hon said, which asks customers a series of questions about their dining experience.
Hon said Noblesville management rewards its staff at least once per week to show their appreciation for the staff’s hard work and good customer service. The rewards range from ice cream for the staff to bowling nights.
Assistant General Manger Michael Pratt said the store’s employees are the main contributors to customer satisfaction.
“The more staff we have, I think the better the satisfaction,” Pratt said. “They take care of people. We try to make everybody feel as special as we can.”
“I treat my guests like family,” said Tina Burgin, an employee for three-and-a-half-years. “I want to know them on a personal basis.”
Hon called Burgin the “mom” of McAlister’s in Noblesville, both to her customers and her fellow employees.
“I like to have conversations with (the guests),” she said. “I don’t care what we talk about. I just try to know them personally by name. I want them to feel comfortable when they come in.”
Hon said they are aiming to rank first in overall customer satisfaction again next year. He said the area of focus now is to get employees to actually greet customers the moment they walk in the door so that they feel noticed.
“That’s what we try to improve on everyday – trying to ‘wow’ the guests,” Pratt said.
McIndy Ventures is planning to build 14 more McAlister’s stores in the state, Hon said. The next one will replace the former Stir Crazy in the Castleton Square mall.
