Communication is crucial to every part of Raising Cane’s business, says co-CEO and COO AJ Kumaran.
The fast casual has an internal app called “One Love Crew” where employees post about success stories, farewells, and everything in between. The company that built the app said the chain has the highest engagement rate of any brand. It’s representative of Kumaran’s belief in having open channels of discussion at every level. Restaurant results, priorities, misses, challenges, and triumphs are shared regularly, and there are often opportunities on video calls for workers to step up and ask questions. And by “worker,” Kumaran means the entire ecosystem of crew members, not just a select group of leaders. Raising Cane’s also has a Restaurant Advisory Council composed of individuals from across the country who keep their ear to the ground, learn what’s happening, and provide feedback on what the company should do next.
Standing by his mindset, Kumaran shares his phone number and email with everyone at the company. A lot of employees take him up on it, too. In fact, one person called him about a Raising Cane’s–branded shoe.
Source: QSR Magazine