Why Freebirds Created a Pay Experience as a Strategy to Lead Through Crisis – 3 Part Series

Webinar Series

Part 3: Why Freebirds Created a Pay Experience as a Strategy to Lead Through Crisis

Webinar Series

Part 3: Why Freebirds Created a Pay Experience as a Strategy to Lead Through Crisis

In this webinar you will learn about…

  • Why Freebirds prioritized a pay experience for their employees 
  • How they communicated the benefit to their employees
  • What their experience with DailyPay has been like so far

The last few months have caused us to rethink the way we do everything in our personal lives and especially in our professional lives. One of the biggest elements of life that was top of everyone’s mind was if, when and how fast employees would get their pay. It’s still top of everyone’s mind as we rethink how we work.

The act of pay establishes a critical relationship between the employee and the employer. It creates a sense of trust and validation, a powerful agreement between two parties to provide value in return for value. Over the years, the act of pay has remained a powerful bond between an employer and an employee, but it has also become somewhat stale, cold and even transactional. 

Join us to see why Freebirds decided to move pay a giant step forward by partnering with DailyPay to create a pay experience for their employees.

This is the third webinar in our 3-part webinar series. Here’s what you missed:

Part 1: “New Research Explains How Our Workforce Has Changed Forever in Just Four Months”

Part 2: “How a Pay Experience Will Accelerate Strategic Goals in the New World of Work”

View On-Demand

Guest Speakers

Jeanniey Walden

Chief Innovation & Marketing Officer

DailyPay

Jennifer Zion

Director of Human Resources

Freebirds

Webinar Transcript43min

Jeanniey Walden (JW):

There we go. Okay, was having a little trouble with my mute button there. Thanks Natalie. I’m so excited to be here to lead this third part, the final part in our series. Welcome Jennifer, thank you so much for joining us.

Jennifer Zion (JZ):

Thanks. I appreciate you guys having me.

JW:

This is going to be a great conversation and Jennifer, I’m really excited to have you here as our special guest today talking about everything that you’re doing at Freebirds, but first I’ve got to make a comment. Clearly you can see with my daughter’s picture that she made for me one mother’s day behind me that I am at my home, but you look like you’re in an actual office, are you at work?

JZ:

I am. I came in today. We’ve been trying to phase back into the office here a little bit.

JW:

That’s fantastic, that’s really great. I know some of us are happy to work from home, others wish they could still be hybrid and still others are looking to hide from the other people in their home, maybe some small kids. It’s great to see you in an official office setting, and really excited to get started with our presentation today.

JW:

The topic today is really focused on everything you’ve done at Freebirds to create an incredible opportunity for your employees and an incredible set of experiences throughout COVID. And I think we’re going to talk about three things. Why you actually chose at Freebirds to prioritize a pay experience for your employees. How exactly you went about rolling it out especially during COVID, what the communication process was like, and what your experience has been like offering DailyPay so far, not just with us as a company, but with your employees and the changes that you’ve seen. I’m really looking forward to hearing what you have to say, I love hearing market feedback, and I think our audience will as well. If you’re ready, I’m ready. Are you ready?

JZ:

Okay.

JW:

All right, so we couldn’t start a Freebirds conversation without a very significant polling question. Number one, before we get started with anything else, it’s lunchtime for you, still lunchtime for me over here in New Jersey, but on a scale of one to five for everyone in the audience how much do you like burritos?

JW:

Fours and fives across the board. Jennifer, are you surprised at all?

JZ:

Not at all.

JW:

Me either. I think everyone talks about the weight that they have gained during COVID, and I’m pretty sure burritos helped me get to the next level on the scale. I just can’t not have burritos in my life, at least once a week. Tell us a little about Freebirds. You work in an amazing company with an incredible history on the Midwest, and the western part of the world, but give us your overview of Freebirds.

JZ:

Yeah, so Freebirds, we like to refer to ourselves as Texas number one burrito. We have 56 locations in the state of Texas. We’re considered fast casual, quick service restaurant. Like your screen says, we’re based out of Austin, Texas, and we use Ultipro as our payroll provider and we use Aloha as our Point Of Sale system.

JW:

Nice. All right, great. What’s your favorite thing on the menu?

JZ:

I like the nachos actually are my favorite. Brisket right now too. They do it annually so everybody gets excited when that rolls around.

JW:

Amazing. Amazing, that’s great, that’s great. I like the barbecue salad. That’s one of my favorites. All right cool, I think at Freebirds, you’ve been challenged from an employee standpoint with some of the things that a lot of the partners and clients that work with DailyPay have been challenged with, and that’s younger working demographic. We actually, on the next slide you’ll see we call them MAGGIEs and MAGGIEs are those workers, the Millennials and Gen Zs who get instant everything. These are certainly my kids and from our conversations it sounds like your kids as well who grew up understanding how to navigate through the digital realm. Probably my younger daughter more so even than my older daughter, who actually grew up on Facebook. My little one, who’s 18, so she’s not that little, would not even be seen caught dead on Facebook anymore. Everything’s on Instagram, and SnapChat and TikTok and a bunch of other channels.

JW:

When you think about it, this generation grew up used to getting everything as they wanted it. Not just because there might be helicopter parents out there, but because it was easy. We saw the advent of Facebook, where you could instantly connect with friends and family. We saw Uber, where you could instantly get a ride. You could get from one location to another. We saw Airbnb where you could instantly find a place to stay, and even today there’s Carvana when you instantly need a car. So this instant everything really shaped the mindset of the generation and put them into a scenario where they go into the working world and they still expect things to be instant and on demand, and in some cases that’s amazing and great, it helps with performance at work and efficiencies and operations, but with other some kind of antiquated types of processes like a traditional pay day, it just doesn’t fly with this crew.

JW:

I think you’ve been seeing that inside Freebirds teams as well, right? People are looking for more of that instant, immediate access to everything that they’re looking for on demand.

JZ:

Yeah, absolutely. And DailyPay has been actually gone over very well with our employees. It’s been very successful with us.

JW:

That’s fantastic. On the next slide tell us when did you decide to implement DailyPay and why?

JZ:

Well, we had been discussing our operations team really were the ones who said, “We think we need to offer some kind of a daily pay option.” Just because we were losing employees to the gig economy because they could go and get paid that day and what options were out there. So it was a conversation we probably started having late 2019. Really started digging in. Honestly, I was a little leery about moving forward with it, of being pretty traditional and not a millennial or a Gen Z. To me I was like what’s the catch? And as I learned more about it, we really looked at it as an opportunity to provide an additional benefit for our employees and hopefully reduce turnover so we can compete with some of those other economies. Like I said, it’s been very successful for our employees. We started looking in 2020, had made a decision to go with DailyPay right before COVID started impacting everyone. So we did have to pause for about six weeks before we could start that implementation while we kind of adjusted to our new normal.

JW:

Yeah, yeah. Definitely. How did you first find out about the on demand pay industry or DailyPay? Was it at a conference? Was it an ad that you saw? What is it that drove you to even start looking at solutions?

JZ:

Like I said, our operations team, someone there had heard about it. Mentioned it to me. Once we started looking into it, researching it, honestly I hadn’t even realized that was an option for our employees until someone brought it to my attention and started doing a little digging.

JW:

Got it. So I know you said you were skeptical at first on whether it would resonate with your employees and be good for the organization, if the employees would even want to do it. I think on the next slide we have some enrollment stats, so let’s see your hesitation panned out.

JW:

49% enrollment, that’s amazing. That’s half of your employees and 68% of all the new hires. Talk a little bit about that. I’m sure that that’s a surprising number. Was that an indicator to you that people were interested in the program or that people needed this additional benefit to help them make their way through possibly during COVID. What do you think the reasons are that the enrollment rates were so high?

JZ:

I think COVID probably helped. I think just the way that our employees work, everyone say we were paid bi-weekly. Your rent is due on the first, but you don’t get paid until the third. Our employees don’t make a lot of money. Their hourly rate is lower than maybe someone who works in a corporate setting, so a lot of those people, and statistically I think it’s three out of four people live pay check to pay check. This was an opportunity that we looked at that they could access that money earlier instead of having to pay a late fee for their rent or a car payment, that they could access their funds when they actually needed it.

JW:

Yeah, I hear you. I know across the board, the latest statistic I saw was 64% of Americans were negatively impacted financially during COVID in some respect and it caused this really interesting shift, because you might have one working person in the household, and all of a sudden the other working person either lost their job, got a pay cut, was temporarily laid off, so finances of any sort even for people that were able to manage their finances became a little trickier as people started to look at household expenses and not just individual ones. I think it sounds like a lot of your employees and team probably would fall into that case as well, and fantastic that you could give them something that doesn’t really cause them any hardship on the other end of the cycle. It even helps improve their finances, and eliminates late fees as well, which is great.

JW:

We did a study and saw that the average person using DailyPay had self reported saving about $1205 a year. And either high interest rates on credit cards, late fees, overdraft fees, non sufficient funds. So it really makes a difference. It’s great to see such high enrollment at Freebirds because it means that you’re making a great difference, not just for the people that work for you, but also for their families as well.

JW:

On the next slide we have some stats about how the employees at Freebirds were using the money, so I don’t know if any of these were surprising to you. It looked like food and groceries was the number one reasons, with bills and utilities being second, but were you surprised by any of this? Was it interesting for the company? Did it make you consider changing any other elements or benefits in the company at all seeing this?

JZ:

Well, I think it really was just a confirmation that our employees needed to access their wages earlier to pay their bills, take care of the utilities, food, not really seeing them taking that money for frivolous type purchases more to take care of their family and their household.

JW:

Yeah. For sure. For sure. At the beginning of COVID, I know before you activated, we saw this crazy shift, we saw 400% increase in people and employees using DailyPay, and people were using it to stockpile, which I think was really interesting to us and to our clients that were active at the time, because it was an indicator, none of us knew what was going to happen at the beginning of COVID. Was it going to be a week or a year? Were we going to be able to go outside at all. We saw a lot of people who typically had enough money to make their weekly or bi-weekly or monthly budgets, but not enough money to go to Costco for example and stock up on toilet paper or diapers or medicine, especially if they were in a high-risk household. It really, really came in handy.

JW:

What was interesting for us was in April we started to see a shift. Less people were using money for groceries, we saw a big increase in people using the money for their cell phone bills, because there’s that self reporting area where you can say why you’re taking the money out, and we scratched our heads for a minute because we were thinking why in the world are people using this for their cell phone bills? You’re home. You’re not out, you’re not traveling. And then it dawned on everybody that if you got more than two people in a household all trying to possibly two adults trying to work remotely and then at least one child or maybe two trying to do online school your bandwidth is going to get used up really quickly and from there your bandwidth is going to be eliminated. So a lot of people were having challenges and were needing to extend their cell phone payments so they could do hot spots. So we just thought that was a great piece of insight to share with all of our clients and partners.

JW:

A lot of companies started to look into partnering with AT&T or the Verizons of the world to see if they could extend cell phone benefits of coverage for their employees, which was also great. I think out of COVID having this transparency into how people are spending their money it gives you the opportunity to do some really great things for your employees.

JW:

So in the next slide, a question that we get asked all the time is do people use DailyPay like an ATM? And the number one answer that I usually give is it’s very rear that we see someone taking a round dollar amount from DailyPay. It’s typically $18.12 for a bill, or $72.03 for groceries. I think you’ve pretty much seen the same here with an average transfer amount of $73. Do you have any thoughts or feedback on the transfer amount by size or the volumes of it?

JZ:

We haven’t dug into it too much to be honest. Just happy to see that our employees are using it for the needs that they have.

JW:

Yeah, for sure, for sure. I think someone asked me once we have this funny story of an employee who sent a video in, it was his first job out of school and there’s often times when you start your first job, you’re on that off pay cycle where you might miss a week and it might take three weeks to get your first paycheck. And I guess he didn’t realize that, and he took a girl on a date and they had a great time, and as he was driving her home, he realized he had no gas in his car, and he was thinking oh my gosh, this dates going to go horribly wrong, and then he realized that the company where he took the job offers DailyPay, so he stopped literally signed up for DailyPay at the gas pump and used it to put gas in his car, and then made us this cute little video after he took the girl home, back at the gas station saying this is where it all happened and because of you DailyPay you saved my date, I’m going to marry this girl, and when I do you’re all going to be invited to the wedding.

JW:

We think it’s cute that these great stories can come in when we really DailyPay is available for employees when they need it most. We’ve also heard a number of stories about people at the grocery line and they didn’t realize how much they needed to spend in groceries and they just needed a little more money to make it through so I think you get some really good news out of it, and I think that helps in the very short term, but it helps with long term too.

JW:

When you look on the next slide, talking about financial wellness, we ran a survey and our survey asked does DailyPay help you gain better control of your finances, and I believe the survey was done of employees at Freebirds, and overwhelmingly 78% said yes, it helps control their finances.

JW:

Can you talk a little bit about that? Do you get a lot of questions about DailyPay, or do employees come to you with concerns that it’s not going to help them, or are they really just excited to have this opportunity and this option available to them?

JZ:

I think it’s overwhelmingly been positive feedback, and to be honest, I feel like I get less questions because they’re able to access their finances when they need them instead of fielding questions about pay or what to expect or if things like that. Probably done the reverse, I hear from people less, because they’re able to manage it on their own, and they don’t have to contact us.

JW:

That’s great. That’s great. Yeah, and I think when you talk about that, hearing from them less, on the next slide we talk about visibility just into the money that you make. Across all of our clients during COVID, before COVID we used to see that 75% of people who actually logged into the app to see how much they had earned as of they were logging in would actually take money out. So they were logging in to confirm that they had enough money to take it out for a bill. Interestingly, during COVID we started to see a 25% increase in the number of people who logged in just to check their balance. They just wanted visibility into their pay just to make sure, confirm that they made enough money so they could do better financial planning down the road. And when we asked your employees do you use DailyPay to help you track your daily earnings again, it was almost 80% said yes. I think that visibility is key because especially when you’re in an hourly role and payroll cut off times happen or you’re working overtime, sometimes you can get confused as to how much money you’ve actually earned to date before the payroll cycle cuts off. Have you heard anything about this from your employees at all? Or do you just think it’s quietly working in the background?

JZ:

I think what I’ve heard is from our managers, since employees are able to see how many hours they worked and how that correlates to wages that they are open to picking up additional shifts, they see that immediate impact when they work a shift on the app.

JW:

Yeah, yeah. It’s almost like gamification and reinforcement that they did get. Have you noticed any people calling off less frequently? We’ve heard from other clients that people when they can see how much they’ve made will make decisions around productivity and potentially not call off or will pick up an extra shift if say they log in and see they made $328 but they know they need 500 to take care of all of their expenses.

JZ:

Yeah, I don’t have any stats on that with COVID it’s kind of hard to tell too.

JW:

Great, well I think when we look at visibility into pay, and definitely the financial need was there, when your operations team found DailyPay were you looking to solve any specific challenge? Were you trying to reduce turnover or were you trying to attract more millennials and Gen Z workers? What was the business challenge that led you to look for a daily pay solution?

JZ:

Definitely turnover was the initial reason that we looked at it. Obviously restaurants, I feel like that’s an industry that the turnover just is a lot higher than other industries. And we needed to give our employees a benefit that other people didn’t have that they found value in that would cause them to stay.

JW:

That’s great, obviously when COVID hit you said you had to put the implementation on hold for six weeks or so while you organized everything, but do you feel like from the implementation process, was it simple when you looked at the implementation when you decided to do it, and did you consider not doing it all during COVID, or did you try and accelerate once you saw the impact that it could have?

JZ:

Initially I think everybody felt so overwhelmed with everything going on at work. We thought this is not something we could possibly add to our plates at this time, but because we really saw it as a benefit for our employees, it was something we felt we had to prioritize and our implementation specialist Danielle was great and really lined everything out for us, and really kept us accountable honestly. We just kind of were putting fires out left and right, and she would keep us on task. So made it a lot easier to implement it.

JW:

That’s great, that’s great. I don’t know if you’ve had any calls with Danielle since COVID started, but I happened to be on the phone with her last week and realized that in her home office where I was speaking to her, she has a whole bunch of knives hanging on the wall. That’s an interesting to showcase your knives Danielle, right on the conference call, and she said that when she’s doing implementations if people don’t get in line she just moves over and moves her camera a little bit.

JZ:

Normally we kept the cameras off.

JW:

Probably a good move. So the implementation process was pretty smooth and it sounds like your employees have been enjoying it especially with the 50% usage rate. Do you feel like now just a few months into it, that DailyPay is benefiting your overall HR strategy and the opinion that your employees have about the brand, about your organization in Freebirds?

JZ:

I do. I really truly think it’s been a benefit for our employees. I know there’s been a survey that you guys did for our users and their opinion of Freebirds is positive because we offer this benefit overwhelmingly. We’re still waiting for the turnover numbers because it’s still recent within the last few months, but definitely just based on the enrollment and new hires continuing to enroll as long as we keep the information fresh and continue to communicate that it’s out there and make it part of the onboarding, it’s obvious the employees are just it’s something they’re interested in and continue to enroll in.

JW:

That’s fantastic, and I think you have a little bit of a spoiler alert to our next poll question. It’s okay, but we do have a second poll question and we’re halfway through our time today and that is what percentage of DailyPay users, based on everything that you heard Jennifer say so far said that their opinion of Freebirds has improved since offering DailyPay? I think we have a couple multiple choice options for you here, so if you can take a guess, see how well everyone was listening.

JW:

All right, so half the people said 54%, and 33% of the people said 64. You gave the spoiler alert of overwhelmingly positive, so if we go back to the slides, I think our next slide actually shares the answer. Here we go, in the survey that we did of Freebird employees when we asked the question has your opinion of Freebirds improved since they implemented DailyPay. 64%, an overwhelmingly large number said yes.

JW:

So I do just want to stop there for a minute and say what do you think about that number? Did that surprise you that offering a benefit could improve the employee employer brand feeling or was that something you expected to see in the program?

JZ:

Honestly, I kind of went into it with no expectations. This again was something new that we had never tried, I never tried anywhere before. And so it was hard to know how that was going to go over with employees. Just the fact how many people have enrolled, and now seeing that they actually really truly value it as a benefit it just speaks volumes for us that that was the right move for us.

JW:

That’s awesome. That’s awesome. Based on all these improvements, I know that you said you were using it for turnover, so as you were using it for turnover and given that 68% of new hires are signing up for it, I understand from the team that you’re using this, you’re now mentioning it when you’re doing recruiting ads and this is something that you include in your recruiting ads moving forward. We’ve got this really cute avocado here. How has this worked for you, and what made you decide to try it? Are you still in testing phase, is this something that has shown that you’re getting more people to apply, higher quality people? I know COVID made applications of employees a little crazy in all industries, because it made a little unsure of what was going to happen.

JZ:

Yeah, we obviously have been really popular with our employees, so we want to be sure to market it to applicants and candidates that might be interested in working for us, and have been also just working with DailyPay on building that brand awareness not only with employers but with the community so that when they see that, then they know what that benefit is and helps us with our recruiting.

JW:

Yeah, that’s great. That’s great. So have you gotten anybody to apply specifically because of DailyPay yet, or have they heard of DailyPay when they come in or is it still a new concept?

JZ:

That’s a great question, I’m not sure. We need to survey some of our new hires and find that out.

JW:

Yeah, great. Great. How has, DailyPay aside, how has recruiting been in general for you during COVID? Has it shifted a lot? I know I’ve talked to some retailers who have said that they used to get 100 applications for a job over night, and during COVID that number went down significantly and they were finding it challenging to staff up in all the areas that they needed to [crosstalk 00:27:33]

JZ:

Yeah. It continues to be a challenge for us. I think there’s some fear out there people going back to work because of COVID and we’ve always just struggled. Unemployment before COVID was low, and now with this it’s always been a struggle, so we’re always looking for that differentiator for us.

JW:

Great, well hopefully DailyPay can help to be a differentiator. We’ve only got a few slides left, and then we’re going to open it up for questions. And in those slides, I think we found some quotes from people that work at Freebirds about using DailyPay. I love this one. “When I wasn’t working and not making money my bills got behind upon returning to work money was tight and things were going to be shut off, but because I had DailyPay I was able to avoid disconnection.” That’s such a great statement, that has to make you feel good at night when you go home to know that you were able to help this employee manage through a challenging time in their life and with their family.

JZ:

Yeah, honestly when I saw that it was such a powerful statement. It made me so happy that was something we could have made a difference for one of our employees.

JW:

Yeah, for sure. For sure. I know there was a grocery retailer that we work with that said when he was looking at different solutions, wasn’t sure if it’s an on demand pay solution was even going to work for his employees, he was going on a community outing. This was way before COVID where he and his management team went to a local food bank and he was surprised because a couple of the managers on his team clearly knew the food bank workers to the point where it was really obvious to him that they had been patrons of the food bank for their families. And I think it really hit home for him that people in every job level from hourly to salaried oftentimes can run into a financial crunch or a crisis and need to rely on different options including community food banks. And being able to offer DailyPay to his staff after that really was a personal success for him as much as it was for the company.

JW:

I know we have another quote to share. All right, so “It’s been hard. Expenses have been popping up seemingly more so than usually. Unplanned grocery trips, I know that one, extra gas in the tank, anxiety medicine. DailyPay has allowed me to cover these expenses without having to wait till payday, and simultaneously giving me a more in depth perspective on my spending habits.” I love that one for so many reasons. It really shows how a person is not just looking for an easy way out, but also looking to understand more about their personal financial journey and look to improve. Do you have any thoughts on this quote?

JZ:

Yeah, I totally agree with you. This is what we were hoping that it would help give them tools to help them with their spending habits, to help educate people and then give them access to their funds for those emergencies.

JW:

I’m curious, do you have other benefits that you offer your employees that can make an impact like this? Do you feel like a 401K program or something else also helps in this way or do you think that DailyPay is one of the more impactful benefits that you have.

JZ:

We offer health benefits and 401K, PTO and this again it’s a bit of a differentiator for us. It clearly has gone over overwhelmingly well with our employees. They really embraced it, so it really for us was kind of at the top of the list right now as something that we can offer.

JW:

That’s great. That’s great. We’ve come to the end of our slides and I really appreciate Jennifer, all of your candid feedback and your insights and being so amazing to share a lot of the survey data that we had with your employees. As we’ve been talking people have been sending in questions, and if you have sent in questions yet, but you have some, please definitely use the little chat box or Q&A features to send it through and we’ll answer it for you, but I’m looking through them and most of them seem like they’re questions for you, not me, which is fine by me. One of the questions was when you rolled out the program did DailyPay help you at all or were they eventually overseeing everything? And I think you spoke about that a little bit with Danielle, but talk about the implementation and roll out with DailyPay heavily involved? Did you have to bring in extra resources from your team or externally or was it pretty seamless?

JZ:

We did have an implementation team here internally, as well as Danielle would bring in resources as well. We had to set up feeds between our payroll system and what we call our back office system where we’re accumulating all our data. And so we just had a standing meeting, so there was that accountability every week. You knew you had this meeting and you had to have your update and so honestly, she really took the lead on that, and I just had to follow directions to tell me what they needed for the next week and that’s what we needed to focus on.

JW:

That’s great. That’s great. All right, here’s another question, how did the implementation of DailyPay affect your payroll department?

JZ:

It was a little nerveracking at first because we had a lot of questions about how we were going to process pay and we knew how much we were going to pay someone, but then if an employee had been pulling funds during the pay period how much they were going to receive on their end. It was just an education as far as how the process was going to work and setting some expectations. I do look at our payroll system and then I have access to DailyPay website that I can go and look at we paid an employee let’s say $500, they got a net of 250, because they had to take money out early, so there was a little bit of an added step, but it really for the most part, our employees, because they have access to that same information on the app, both apps for our payroll system and DailyPay for the most part are able to figure that out on their own. It felt like it was going to be really complicated, but it hasn’t been as complicated as we-

JW:

Got it, good. That’s great, because there was a followup question that said, “Do you get a lot of calls from employees about pay discrepancies?” But I don’t know that there would be a pay discrepancy. Do you get questions from employees that took money out on why only so much was left in their check on payday, or do they manage that themselves because they know they took the money out?

JZ:

We have gotten that question, and I think it hasn’t been as much as I expected, but we have had employees reach out and a lot of times because we’re a restaurant our employees will go to their general manager or assistant general manager with those questions and so it’s our GM actually reaching out and saying this employee had a question. And we’re able to see in our payroll system they’re a DailyPay user and then say why don’t you start with contacting DailyPay first, and here’s a customer support number email and if they can’t answer your question, let us know.

JZ:

Nine times out of 10, they’re able to explain their spending habits during that pay period and resolve any questions that they have.

JW:

Yeah, that’s great. And I know at DailyPay we provide that call center support so you don’t have to hire any additional staff and you don’t have to worry about taking those calls, because in the early days people do have a lot of questions. And just like any new technology people are always very focused on making sure that there are no mistakes or errors and something doesn’t go the wrong way. Another question from an attendee is what advice do you have for communicating the new DailyPay option to staff? I’m guessing they mean both internally communication to teams your GM your payroll team before you rolled it out, and then to the employees as an option. Did that go through a two-tiered phase, is it ongoing?

JZ:

Yeah, so we actually timing wise, we had a general manager meeting several months prior to our implementation even. We were like this is something that we think we want to do. We got all the managers that were there once we went through DailyPay and what the service would be, everyone’s very excited. When we actually implemented you guys provided a lot of posters and different communications that we could use either online or hard copy in our restaurants and we also worked with you guys on an LMS, our training class that we did, which was online. For our managers, within our restaurants it was a mandatory class, they had to take it, so they could get educated on DailyPay and help speak about it to their employees. We did actually leave it optional for employees, so it wasn’t something they had to take.

JZ:

We offer it to every new hire, so as they onboard, they receive notification about it as part of your electronic onboarding, and then there’s a link to take the class. Again, we’re always reinforcing that, and it really walks through every aspect of how the program works. So again, minimizing a lot of things for us.

JW:

Yeah, that’s great. That’s great. One of our clients had a video made, a little rap song about for their employees to see how they access their money. It’s been really cute, I know we try and do everything that we can to provide you rollout materials and best practices and support to make it easier, but I know the communication to the teams that have to support it is often critical and especially being in a restaurant industry where you’ve got different locations and you’ve got different managers, regional managers and GMs. That can often add layers of communication that’s really critical.

JW:

Have you seen, I’m just curious I don’t know it may be too early, but have you seen any competition within stores to see who’s using it the most or do you share any of that feedback yet about location usage? Have you seen any differences in locations or has it pretty much been consistent across the board?

JZ:

We just recently received data on that, our first quarter, first 90 days. We have just within the last few weeks got information about what restaurants it’s very popular in, kind of our top five, bottom five. And so yeah, there’s discussion internally like how can we help promote it in those restaurants that it hasn’t gone over as well. What are the ones in that top five, what are they doing that made it so successful? So implicate that.

JW:

Any insights or secrets to what’s making it more successful that you want to share?

JZ:

I think some of the ones in our bottom five, they’re actually restaurants that already had lower turnover. So they had employees that had been there a while, and I think maybe they already have their systems in place, but we’re always looking for ways to share that information and let employees know what benefits we have.

JW:

Great. All right, so I have two final questions for you. This one is in your program, it’s been about 90 days, maybe a little longer, what are the metrics that you personally are looking at to decide when you’re talking to your CEO and he’s telling you that you’re doing an amazing job that you’re presenting to him that creates success for the DailyPay program? Are you just looking at turnover reduction, are you looking at employee satisfaction, what is it that you are going to use to deem this a success or not?

JZ:

Yeah, well obviously the enrollment numbers to us shows that it’s successful. Our employee satisfaction is huge as well. Obviously turnover is top of mind for everybody and that’s really important to us. But the fact that we could impact turnover and provide something to our employees that they really find of value is just a win-win.

JW:

Great. All right, so last call for any questions from the audience. If we don’t hear anything, my last question for you is there any advice that you would give somebody who is new to looking at on demand pay providers or looking at DailyPay that they should consider when they’re doing their analysis that would give to anybody who’s out there looking at it?

JZ:

I think looking at for us was having that customer service for our employees, so if they had any questions they had a contact they could reach out to. Obviously the fees that they would pay to be able to access that money and how timely and accuracy obviously. For us, again our employees don’t make a ton of money, they’re hourly employees and for us, it’s our priority is paying our employees correctly and on time is top priority. We needed a partner that could align with that.

JW:

Great. Jennifer, thank you so much for spending your afternoon with us from the office. And sharing your insights and information with us. We really appreciate it and I’m sure all the attendees do as well. I will tell you that in our COVID webinar world this webinar will be replayed and replayed for weeks and months to come so don’t be surprised if you get a couple questions over email or through LinkedIn or something for people who watch this. It was wonderful to chat with you.

JW:

And for those of you who are attending, thank you for attending and join us October 13th for our upcoming webinar What’s Next? Navigating the New Retail Landscape. I’m going to be joined by Amanda Nichols who is the Senior Manager of Industry, Marketing, Retail, Hospitality and Food Services from Kronos and she’s going to share her perspective with us about a total crazy new world that holiday and retail is going to go through so hope to see you then. And Jennifer, thank you again.

JZ:

Great, thanks so much.

JW:

Have a great day everybody.

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DailyPay, the premier provider of the daily pay benefit, goes beyond financial wellness with a flexible, simple, and compliant pay experience that strengthens the employee-employer bond and significantly enhances the employee experience throughout the enterprise, at no cost to the employer.

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