Throughout George Collado's 20 years of working in the retail and restaurant industries, he frequently “saw inefficiencies with the way things were done.” Even though customer service is key in these fields, the antiquated evaluation methods used by managers rarely led to employee accountability and improvement - which leads to high customer satisfaction.
So in 2012 Collado founded StaffRanker, a cloud-based system that helps employers track employee performance. After purchasing the product, managers create profiles for all of the store’s employees and designate various "coaching values," such as attitude and timeliness. Over time, managers can evaluate each employee according to these metrics through simple thumbs-up or thumbs-down as well as personal comments.
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“Throughout the days and weeks, [managers] get a stock chart of each employee’s performance,” Collado said. Since the average employee turnover time in customer service jobs is so short, Collado emphasized that “accountability, consistency, [and] continuous feedback” are necessary for effective businesses.
Feedback is also more streamlined with another one of Collado's offerings coming out of Redondo Beach: StoreRanker. StoreRanker gives QR codes in-store for customers to scan and give comments on their experiences with a particular employee or the store as a whole.
While StaffRanker is focused on individual stores, Collado and his colleagues have also developed StoreRanker, which allows district managers and corporate officials to manage business performance on a store-by-store basis. With StoreRanker, a district manager can complete all store inspections digitally and have all of the information in one place for easy comparison of different branches. Photos and videos can also be directly incorporated into the evaluations for more detailed insight.
In the future, Collado said that StoreRanker is developing an API to integrate with point of sales systems, so managers can “can see the store’s performance from a financial standpoint and compare it to the behaviors of the store.” This July, StaffRanker is adding a host of additional features to its platform, including improved employee profiles and statistical analyses.
