Bosscat Kitchen

Bosscat Kitchen

Bosscat Kitchen

Challenge

Bosscat’s second location struggled with high turnover and inconsistent operations. The new management team couldn’t match the caliber of the original location, leading to declining sales and morale.

Solution

The core of our approach was building leadership and systems to replicate the success of Bosscat’s first location while creating a unique identity for the second. Here’s what we did:

1. Develop a Leadership Pipeline
We recognized that the second location lacked leaders with the “ownership mentality” that was driving success at the original Bosscat site. To address this:

  • Focus on Hiring Practices: We implemented a hiring strategy designed to identify candidates with potential, focusing on cultural fit over just experience. The goal was to find leaders who could be molded into strong managers.
  • Ownership Mentality Training: We trained the management team to see the restaurant as their own. This involved teaching them to notice the small but critical details—spotting a burnt-out light, ensuring the floors are spotless, and monitoring guest interactions. It wasn’t about micromanaging; it was about building pride in maintaining high standards.

2. Build a Roadmap for Manager Success
One of the biggest issues was that Bosscat’s new managers were being thrown into leadership roles without proper preparation. We addressed this by:

  • Creating a Clear Roadmap: We outlined what it takes to move from a front-line role to a leadership position. This roadmap broke down skills and milestones for advancement, ensuring every candidate was fully prepared for their responsibilities.
  • Training in Accountability: We equipped managers with tools to hold their teams accountable in a way that encouraged respect and motivation. This included tracking KPIs like guest satisfaction, ticket times, and staff retention

3. Replicate, Don’t Imitate
One of the key insights we brought was that success isn’t about carbon-copying the original location but instead capturing its principles.

  • Documenting Success: We worked with Bosscat’s original team to document the operational practices that made the first location thrive, from service standards to scheduling efficiency.
  • Tailoring to the New Location: While we replicated the original systems, we tailored them to fit the needs of the second location. For example, the guest demographic and staff capabilities were slightly different, so the training and expectations were adjusted to match.

4. Culture First
We recognized that the second location didn’t yet have the strong culture that existed at the original. Without it, staff were disengaged, and turnover was high. To fix this:

  • Build the Culture from the Ground Up: We introduced Bosscat’s leadership practices that emphasized team-building and positive reinforcement. Managers were taught to recognize wins, no matter how small, and to connect with their teams on a personal level.
  • Healthy Competition: We created team challenges around reviews, ticket times, and upselling—not as pressure tactics but as a way to foster engagement and pride.

5. Create Training Systems for Consistency
The lack of consistency in service and operations was costing the new location valuable reviews and repeat business. We addressed this by:

  • Comprehensive Onboarding: Every new hire at the second location went through a standardized training program based on the systems we developed at the original site.
  • Ongoing Education: Managers were trained to conduct regular check-ins with their teams, using role-playing and scenario-based learning to reinforce the principles of great hospitality.
 

Results

  • Stronger Management Team: By the end of the project, the second location had one of the strongest management teams in the company, thanks to the roadmap and training we provided.
  • Improved Reviews: The location’s review score improved by 0.3 points, reflecting consistent, high-quality service. Increased Sales and Retention: Sales rebounded as guest satisfaction increased, and customer retention hit a new high.
  • Reduced Turnover: Employee turnover decreased dramatically as the culture and leadership stabilized, creating a team that was proud to work there.

In conclusion, the success of Bosscat’s second location shows how strong leadership, clear training, and a positive culture can make a big difference. By focusing on these key areas, we helped Bosscat turn things around and create a unique identity for the second location. If your restaurant is facing similar challenges, we at 30 Percent Rule—your trusted restaurant consultant—can help. Reach out to us today, and let’s work together to make your restaurant thrive!

Also, If you haven’t seen it yet, you can explore the previous and second part of our restaurant consultant case study on Xica’s sales boost here. Next, we’ll dive into how we helped Sip and Savor boost leadership, training, reviews, sales, and growth with restaurant consulting strategies.