Welcome

Restaurant B

Turnover £15k weekly – Trading 10 months

• No Patrao• 1st Assistant deputising, but

new to Nandos• Store performing well below

expectation £15k –v- £35k weekly

• Support 1st Assistant immediately

• Support team with Patrao from store H immediately (short term)

• Clarify certainty & timescales of Patrao from other region, discuss immediate part week support

• Gain understanding behind financial expectations & budgets

• Discuss lack of performance with RD

Restaurant F

Turnover £25000 weekly – Trading 21 months – LFL +3%

• Infighting within Team• Impacting Turnover• Impacting Absenteeism• Inappropriate Behaviours

within the Store

• Discuss whole situation with RD & HR

• Meet Patrao & Assistants individually to understand issues

• Open & Honest group discussion about issues

• Discuss impact on Turnover & Absenteeism, not acceptable

• Discuss disciplinary action over inappropriate behaviours

• Set boundaries and explain consequences

• Gain whole team buy-in • Team create plan to boost

turnover & resolve absenteeism• Encourage Patrao to plan Team

Build

Restaurant D

Turnover £26k weekly – Trading 21 months – LFL +3%

• New Patrao to Nandos• Not embracing Nandos culture

& values towards its people• No commitment to

performance reviews & team meetings

• Assistants demotivated

• Meet Patrao discuss Nandos culture/values & why they are not embracing them & their lack of commitment to reviews & team meetings

• Gain commitment to these• Encourage the Patrao to gain feedback

from team daily• Encourage Patrao to be as focused on

their team’s development as they are on their business’ development

• Encourage Patrao to spend time with Patrao A over understanding & living the Nandos values & philosophy

• Encourage Patrao to organise team build & social

• Agree Sit in on Assistants’ reviews • Arrange time with Patrao & their

development plan• Liaise with HR over WIMT vacancies for

Patrao

Restaurant E

Turnover £7k

• New Store• New Team• Low Turnover• Lacking experience on financial

controls & operational procedures

• Meet Patrao discuss store performance & support required

• Gain commitment to set targets• Patrao from store A to support

one day per week (controls, procedures & business development)

• LSM’er to support team in maximising marketing/networking opportunities

• Encourage Patrao to organise Team Build & Social

• Invite Patrao to join PD with homework

Restaurant G

Turnover £37k weekly – Trading 3.5 years – LFL –2%

• LFL in decline 2%• Patrao new to Restaurant• New Management Team• Lack of Focus & Drive to

confront difficult issues• Lack of Leadership• General laid back attitude• Frustration within Store &

Central Support

• Discuss background of Patrao with previous MD

• Gain understanding to reason of move and what may be affecting their motivation

• Meet with Patrao, discuss how they are feeling, their motivation, what they want from their role & the lack of leadership

• Agree responsibilities as a Patrao, and gain accountability

• Encourage Patrao to work with team on forming a plan to focus on developing business

• Encourage them to bond more with their team and gain their support

Restaurant H

New Opening

• New Store Opening• New Patrao (internal)• Delayed opening, possibly in 5

weeks

• Contact Openings Coordinator to discuss required action

• Meet Patrao to discuss & agree action plan

• Ensure Central Support aware of delay

• Contact all Nandocas recruited and inform them of situation

• Place new Nandocas in nearby stores for training

• Organise another recruitment day once handover day is finalised

• Allocate management resources to other stores until handover finalised

• Patrao to support store B immediately

Restaurant A

Turnover £40k weekly – Trading 18 months – LFL +4%

• Strong Patrao• Lost interest in Store, Staff &

Nandos• Lack of Motivation• Unsuccessful in MD

Assessment, 2 months ago

• Meet with Patrao to understand feelings, motivation, why they feel they were unsuccessful & what they want going forward

• Encourage their interest & commitment to their store & team again

• Encourage Patrao to organise social for team

• Motivate further by using their experience to support key issues in stores D & E

• Obtain copy of Candidate Report from MD Assessment

• Share Report positively, ensuring their development plan covers key areas of development & support ongoing

Restaurant C

Turnover £33k weekly – Trading 5 years – LFL –3%

• LFL in decline 3%• Restaurant looking tired• No sparkle since opening• Team reluctant to move from

store

• Meet Patrao (discuss lack of growth, store sparkle options, lack of flexibility of team to move)

• Discuss possibility of supporting other stores’ issues in the future

• Understand lack of growth better (competition, cannibalism, store condition, lack of focus)

• Discuss Store Sparkle with RD & PM

Restaurant I

• Patrao promoted to regional MD

• Patrao new to store

• Complete store handover to new Patrao

• Encourage Patrao to create plan to take store forward

• Support on going basis• Team to invite new Patrao out

for drinks

Business Development Plan

This is an outline plan to which the team shall start to develop further into their region’s development plan

Vision

To have amazing people ensuring all our customers always have a fantastic Nandos experience and that all our businesses are

performing to their real potential

Objectives

¤ Live the Nandos values with everyone, every situation, every moment¤ Consistently deliver the Nandos experience to every customer¤ Recruit amazing people to meet all our business needs¤ Aim to exceed agreed sales targets by maximising all business opportunities¤ Deliver agreed profit targets responsibly¤ Develop all our amazing people to realise their true potential¤ To ensure we are in the Top 3 performers with respect to Mystery Shoppers, Ops Check, Capcon, & Staff Survey¤ Maximise all Marketing & Networking opportunities, locally & regionally¤ Communicate Effectively¤ Fun, Laughter & Celebration

People

Staff¤ Recruit amazing people¤ Offer fantastic training¤ Live the Values¤ Big Happy Family¤ Appraise all Nandocas regularly ¤ Review all managers regularly¤ Develop our people to their true potential¤ Ensure all managers have suitable development plans, are committed to them & have the necessary support¤ Random Acts of Kindness¤ Reward & Celebrate Success¤ Fun, Laughter & Celebration

Customers¤ Fantastic Nandos experience from the warm friendly welcome through to happy sincere goodbye & thank you¤ Wow the customer, encourage going beyond the expected¤ Listen to their feedback¤ Performing Arts¤ Engage the customer & make them feel your care¤ Constant desire to increase average Mystery Shopper¤ Red Shirt Hosts¤ Secondary Orders as standard

Financial

¤ Maximise sales in each restaurant

¤ Ensuring we all convert by 2%

¤ KPI's monitored closely by each store

¤ Targets & Performance communicated openly

¤ Full management understanding of P & L's

¤ Replicate "Cock of the North" weekly report

¤ Forecasting & Planning

¤ Planned Maintenance / Refurbishment

¤ Potential new sites

Marketing & Networking

¤ Each Store to focus on driving sales through networking¤ Partnerships with local businesses¤ Encourage each store to map out plan and have ownership of it¤ Network with local initiatives¤ Increased awareness¤ Encourage customers to spread the word¤ LSM'er - Business Development & Networking Workshop @ next area meeting ¤ Tasters @ quieter stores¤ Bag Drops to neighbouring business & residential¤ Radio Station drops

Opportunities

¤ Increased Spend per head¤ Secondary Orders¤ Upselling¤ Take away / Phone Order awareness to Sit In customers & nearby businesses¤ Partnership & Barter

Communication

¤ Regular area & team meetings¤ Regular appraisals & reviews¤ Open & Honest Communication¤ Encourage Feedback¤ Straight Talking & Generous Listening¤ Celebrate Success¤ Call other stores to see how they are¤ Socials Socials Socials…hic!

Working Relationships

¤ Support & Care for each other¤ Open & Honest¤ Ask for support from the person with the best expertise¤ Ownership & Accountability¤ Invite Central Support to Team Events, Area Meeting & New Store Openings¤ Support Central Support¤ Living the Nandos Values consistently

Support Required

¤ Support from all Central Support, make them feel part of our region¤ Support from RD, build good working relationship¤ Support from whole team