PlaybookCustomer retention
How multi-branch owners lose money they can't see
8 May 2026 · 3 min read
The tyranny of the average
A company rating of 4.2 can hide one branch at 3.1 dragging down four at 4.5. The number that looks fine is the number that's costing you the most.
You can't walk every floor
The owner who used to catch every cold plate now sees a monthly summary. By the time a branch's problem shows up in the numbers, it's a season old.
Break every metric down by branch
Ratings, waits, staff scores and repeat rates, per location, side by side. The branch that needs you becomes obvious the moment you stop averaging.
Give each branch its own targets
Different branches have different customers. Judge each against its own trend, not the group mean, and improvement becomes measurable.
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