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Creston's Ricky's All Day Grill earns company's Rising Star Award

Customer feedback a large part of scoring that earned Creston's Ricky's an award for being the most improved franchise...
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Some of Creston's Ricky’s All Day Grill staff with the restaurant’s Rising Star Award: (from left) Manager Melody Totten

A few months shy of two years old, Ricky’s All Day Grill has earned the company’s 2013 Rising Star Award, presented annually to the franchisee that has shown the most improvement over the year.

“It’s a compliment to all our staff,” said Melody Totten, who has been the restaurant’s manager since September 2012. “It’s a pat on the back from head office. We know they see we’re doing a good job.”

Creston’s Ricky’s is one of about 20 in the South Alberta District (south of Red Deer), and the award was a pleasant surprise for Totten and her staff, who pride themselves on customer service, as well as thinking outside the box, doing such things as occasionally hosting live music in the lounge, a local initiative rather than one franchise-mandated.

“It adds to the atmosphere of the lounge,” said Totten.

The award is based on a variety of criteria, not the least of which is customer feedback, which has been growing steadily more positive, particularly since kitchen manager Brad Sutherland arrived in November 2012, bringing both experience and a sense of familiarity for customers.

“He’s been cooking in this town for almost 20 years,” said Totten.

Customer responses are a huge part of the restaurant’s success, said franchise district manager Sue Deschner, who visits the restaurant four or five times a year. Changes can’t be made without feedback, so she welcomes it all — good or bad.

“Sometimes they give us a whole book of stuff,” she said from her Calgary office.

The Rising Star Award, Deschner said, shows that the Creston team has gone above and beyond the call of duty.

“They show a passion for the business, especially a passion for serving the guests and being hospitable,” she said. “It shows thanks and praise for all the hard work they’ve done to improve operations.”