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  "docSlug": "4688728b59a1",
  "documentTitle": "Buffalo Wild Wings (BWLD)",
  "authorId": "07_Marcato",
  "authorName": "Mick McGuire",
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  "presentationDate": "2017-04-20 00:00:00",
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  "notes": "Uses a contrast-pairs framework to highlight the gap between corporate rhetoric and operational reality.",
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      "text": "The GEC (Guest Experience Captain) role has shown negligible positive impact on store performance",
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      "text": "Reality: Expensive Program with no Observable Benefits",
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      "text": "Mgmt.'s Vision",
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      "kind": "quote",
      "text": "In 2012, we added the guest experience captain to help our guests in the restaurant with all the aspects of their visit that were nonfood related",
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      "kind": "quote",
      "text": "The Guest Captain position has always perplexed me as a customer. From my vantage point, the only function the Guest Captain ever performed was hovering in the dining area introducing him/herself as the Guest Captain...Seemed like a very frivolous/wasteful FTE in my opinion",
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      "text": "Many of us (home office employees) completely agree with your assessment...The GEC (Guest Experience Captain) role has shown negligible positive impact on store performance",
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      "kind": "quote",
      "text": "We never have implemented [the Guest Captain program]. I think we tested it in a couple of stores loosely, not officially. But no, we don't use it, we don't do it at all anymore",
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      "text": "\"In 2012, we added the guest experience captain to help our guests in the restaurant with all the aspects of their visit that were nonfood related\" — Sally Smith, CEO, 5/18/16; \"Many of us (home office employees) completely agree with your assessment...The GEC (Guest Experience Captain) role has shown negligible positive impact on store performance\" — BWLD Corporate employee, 8/17/16; \"We never have implemented [the Guest Captain program]. I think we tested it in a couple of stores loosely, not officially. But no, we don't use it, we don't do it at all anymore\" — CEO of BWLD's largest franchisee, 3/10/17; \"The Guest Captain position has always perplexed me as a customer. From my vantage point, the only function the Guest Captain ever performed was hovering in the dining area introducing him/herself as the Guest Captain...Seemed like a very frivolous/wasteful FTE in my opinion\" — Customer, 3/8/17",
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      "kind": "source-note",
      "text": "Source: Inbound emails, submissions to www.WinningAtWildWings.com, Company filings. Note: Quotes shown as submitted and are generally not edited for spelling, syntax, or grammatical error.",
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      "kind": "title",
      "text": "MANAGEMENT'S LABOR STRATEGIES HAVE BEEN ILL-CONCEIVED AND UNSUCCESSFUL",
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      "evidence": "The document agitates the problem by highlighting underperformance, margin deficiencies, deteriorating guest experience, and poor capital deployment",
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