Pollo Campero, a brand part of CMI Foods, CMI, Corporación Multi Inversiones, adheres to the REIR – meaning laugh in Spanish – Values (Responsibility, Excellence, Integrity, and Respect). These principles have been instrumental in the growth and establishment of the brand, which has more than 100 restaurants in the United States and another 270 worldwide.
In a discussion with 1851 Franchise, a platform focused on international franchise news, Luis Javier Rodas, the Operations Director and General Manager of Pollo Campero in the U.S., stressed the importance of maintaining a community-focused culture as the network continues to expand.
Community and Franchisees Commitment
A cornerstone of Pollo Campero’s strategy is its local focus and consistent support of its franchisees. Rodas emphasizes the importance of maintaining open and direct communication with them.
“It’s not just about calling a service center and talking to someone you’ve never met,” explains Rodas. “Our team ensures that everyone feels valued and an integral part of the Pollo Campero family.”
This commitment is showcased at franchisee conventions, where the main focus is on how the executive team can better support them. Rodas points out the importance of listening to franchisees and taking their input into account because they have the day-to-day experience of running the restaurants.
Service Day: Strengthening Connections
A notable initiative by Pollo Campero is the “Service Day.” On this day, members of the executive team visit local stores and work alongside restaurant staff to better understand the daily operational challenges. Rodas shares his personal experience, noting that during that day he reported to a general manager and performed tasks such as cooking rice and breading chicken.
This practice not only helps the team understand the nuances of store operations but also strengthens the connection across different organizational levels. At the end of Service Day, a feedback session is held to discuss experiences and suggestions to continually improve operations and the relationship between the team and the restaurant staff.
The REIR Values: A Solid Foundation
The REIR values are central to all CMI and therefore to all of Pollo Campero strategies and support systems, and are continuously embodied in the leadership vision of Juan José Gutiérrez Mayorga, Chairman of CMI Foods and Juan Luis Bosch Gutiérrez, Chairman of CMI Capital. These values, originating from the legacy of founder Juan Bautista Gutiérrez, ensure ongoing support and connection at all organizational levels, creating a family and welcoming atmosphere for both employees and customers. “We put a lot of emphasis on REIR,” Rodas says. “It may seem repetitive to some, but the only way to truly instill these values system-wide is to act on them consistently.”
By keeping these values at the heart of its operations, Pollo Campero ensures that each team member has the support and resources necessary to perform effectively, thereby strengthening the brand and improving the customer experience.
Pollo Campero has proven that a value-driven organizational culture like REIR can be key to building a strong brand and engaged community. Through initiatives like Service Day and ongoing, open communication with franchisees, the chain not only increases its operational efficiency but also strengthens internal and external relationships. By consistently putting people at the center of its operations, Pollo Campero continues to grow and make a positive impact on the communities it serves.