Angela K. - Director of Operations, Genghis Grill Franchise Concepts, LP
How you found the issue
The issue was found using the amazing new KR fraud feature located in Improving Restaurants. The feature is easy to use and tracks everything from the date the card was swiped, the time the card was swiped, and how many times the card was swiped in one day. Features also include the servers name, the cashier ID, the ticket number, as well as ticket info after a certain date. Fraud is easy to detect with this because if the card had been swiped multiple times throughout the day with a time range of more than one minute... then it's a very accurate indicator of fraud. Multiple tickets do appear if the card was swiped on a split check, but all the times will be the same or vary by one minute. Example of fraud: tickets that range from 12:00pm - 4:00pm for instance, obviously a fan was not in our stores for multiple hours consuming multiple bowls. After a potential fraud was detected, I then cross referenced it with the reward card reporting feature in the khanection. A transaction history report was done on each card to verify when the card was used, how many times, on which tickets, and who the server was. I then did another cross reference with a ticket search in QSR to validate that each swipe was done on each ticket by the same server. There are some flaws with the fraud report, but they are minor, and to my understanding are being worked on to perfect. But, flaws or not..... this feature is AMAZING!!! Great job Hamed and Marcin..... I am very impressed!!!! We do have the fraud detection in the reward card reporting..... however, it is like a tinker toy compared to a monster truck.
What evidence you presented to the warrior
I did not present any evidence to the warrior. I told him of our fraud report for the reward card asked him what he thought I had found, why I might be discussing with him, and he told me the rest.
How you confronted them
I arrived at the beginning of the AM shift, the server in question was one of the openers, I allowed him to finish opening the store while I filled out his termination papers. After the opening duties were completed, I and the manager on duty took the server in question outside to the patio to discuss my findings, his theft, and what the result of all would be.
How you terminated them
Let him tell me his side of the story in front of a witness. Validated what I found in addition to what he told me. Gave him the option of paying back the money and then terminated him for theft issuing him his termination papers.... which he refused to sign.
How you got the money back (if you threatened them in any way)
Informed the server that he had one week to pay Genghis Grill back the money that was stolen. If the money was not received by a determined deadline, that I would take the evidence to the police department, press charges against him, and personally ensure that he was prosecuted to the full extent of the law as theft over $500.00 is a felony and does involve prison time. He removed his credit card from his wallet with a quickness I have never witnessed before and paid Genghis Grill back the $720.00 he had stolen by swiping bowls for points, earning 76 bowls, and redeeming 72 of them.
Ray J. - Director of Operations, Genghis Grill Franchise Concepts, LP
The KR Fraud Feature is AWESOME!!!!! I love it. When Marcin showed us this new feature in our meeting and how it works I started checking my stores. I put the time line from present and then all the way back to November of last year. It gave me a list of KR cards that had been run more than once in a day. It gives you the warriors name, date and times the card was run. That why you can rule out if it was split checks and that is why it was run more than once. After clicking on the cards I found a server that was racking up many bowl points on multi cards. They were run at different times of the day so I knew he was stealing. He had redeemed many free bowls off the main card he had had. I wrote down the card number and then went and looked up the card to see all the activity on the card and that way I could print off this to show the server. I printed off the report and got his term papers ready for the server. The next day I came in and before the server clocked in I pulled him in the office with the GM and asked him about the cards and showed him the paperwork I printed off because of what I found from the KR Fraud feature. The server couldn't deny it because it was right there in black and white. He said he did it and didn't think it was wrong. So I told him that he would need to pay me back all the money he stole or I would call the cops and have him arrested for the theft. He handed over the money right there and signed his term papers. If it wasn't for this tool I don't know how much more he would of gotten away with.
Jim Snook - Genghis Grill Fan, .
Your "experience survey" is the absolute best I've ever completed. In fact it is the first one I've done that didn't aggravate me with how long it took. Tell those survey creator folks "good job"!