Flow’s success story is marked by its partnership with certified local suppliers, one of the cornerstones that has contributed to the chain’s expansion. This unique approach, in which franchisees source products locally, directly impacts the quality and diversity of the menu, which features natural, handcrafted foods.
The partnership with Mister O. stands out as a fundamental pillar in this journey, offering tools that positively impact Flow’s operations and management. The development of service standards, performance analysis, and the observation of the pillars that govern the success of the establishments are fundamental to the brand’s continuous improvement and consolidation.
From tracking dish preparation times to evaluating the mystery shopper experience, Flow strategically utilizes Mister O.’s resources. Furthermore, the application of these insights extends beyond daily operations, encompassing legal aspects and internal awards, highlighting the versatility and breadth of the information provided by the platform.
In the view of Pedro Suassuna Reis, a partner at Flow, the use of mystery shoppers emerges as a powerful tool for resolving multiple operational challenges. When evaluating franchisee performance, the score obtained by the mystery shopper can influence important decisions, such as the imposition of fines in cases of unjustified store closures.
The integration of mystery shopper feedback into decision-making processes, such as in board meetings, reflects a commitment to maintaining operational excellence and encouraging compliance with established standards.
Pedro highlights an improvement in Flow’s service standards since he began working with Mister O.’s mystery shoppers, and further emphasizes that “we cannot send a supervisor to the franchises multiple times, as it becomes financially unfeasible, but with mystery shoppers, we can.”
This practice not only helps improve employee training but also reinforces a culture of continuous monitoring, ensuring that quality standards are maintained across all operations in the network. The element of surprise and the uncertainty regarding the mystery shopper’s presence encourage team members to maintain a consistent level of performance aligned with the company’s expectations, reinforcing the importance of this strategy in Flow’s effective management.
