Fast Casual: How Pollo Campero’s Focus on ‘REIR’ Translates To Lower Turnover

Pollo Campero, the global chicken franchise with Central American roots, has consistently differentiated itself with its flavorful chicken meals, but the guest experience at each Pollo Campero restaurant is another key contributor to the brand’s ongoing success.

Chief Operating Officer and Managing Director LJ Rodas explains that this all goes back to the brand’s focus on “REIR.’ In Spanish, reír means “to laugh” or “to smile,” but for Pollo Campero, it also represents Respect, Excellence, Integrity and Responsibility. By maintaining a strong focus on these values, Pollo Campero creates a better employee experience, decreases turnover, and cultivates a better guest experience, too.

“From their first day with the system, our franchisees are thoroughly trained and consistently supported. We're a very person-first company, and we work diligently to consistently exceed the standards of a typical franchisee-franchisor relationship,” Rodas wrote for Fast Casual. “Everyone is on the same ship, and at the end of the day, it is our shared mission to create a guest experience that's great, regardless of whether they're visiting a corporate or a franchised location. Achieving this requires strong communication and connection on the personnel side.”

Upholding these standards has allowed Pollo Campero to achieve an employee turnover rate about 40% lower than the quick-service restaurant industry standard, meaning it can better develop its people and create a better guest experience. All of these results come together to create a positive feedback loop that encourages ongoing footprint expansion and better guest experiences, along with the development of happier franchisees and team members. 

With the entire system embracing REIR, Pollo Campero has successfully established over 100 restaurants in the U.S. alone and continues to see rapid growth in major markets across the country.

Read the full article here.