Pollo Campero, a brand of CMI Foods, part of CMI, Corporación Multi Inversiones, that stands out for its adherence to the REIR values (Responsibility, Excellence, Integrity, and Respect) in everything it does. These principles have been crucial to the brand’s growth and consolidation across new markets, currently operating over 100 restaurants in the United States and 270 worldwide.
1851 Franchise, a media outlet specializing in international franchises, had the opportunity to speak with Luis Javier Rodas, Director of Operations and General Manager of Pollo Campero in the United States. He explained how the brand fosters a culture focused on people and a deep connection with them.
Commitment to the Community and Franchisees
One of Pollo Campero’s core pillars is its commitment to providing ongoing support to franchisees and the local community. According to Luis Javier Rodas, maintaining consistent and direct communication with franchisees is essential. “It’s not just about calling a support center,” Rodas mentions. “Our team makes sure that everyone feels valued and part of the Pollo Campero family.”
This approach is reflected in events such as franchisee conventions, where the executive team focuses on improving the support they provide by listening to and incorporating the franchisees’ opinions based on their daily experience in running the restaurants.
Day of Service: Strengthening Internal Connection
A notable initiative of Pollo Campero is the “Day of Service”. During this event, executives visit local stores and work alongside the staff to better understand the daily operational challenges. Rodas recounts how, during one of these days, he worked under the directions of a general manager and performed basic tasks such as preparing rice and breading chicken.
This exercise not only improves understanding of store operations but also strengthens the connection between different levels of the organization. At the end of the Day of Service, a feedback session is held to discuss experiences and suggestions, allowing for continuous improvement of operations and the relationship between the team and the restaurant staff.
The REIR Values: A Solid Foundation
The REIR values are at the core of all Pollo Campero’s strategies and support actions. These principles are present in the leadership vision of the third-generation family at the helm of CMI, represented by Juan Luis Bosch Gutiérrez, Chairman of CMI Capital, and Juan José Gutiérrez Mayorga, Chairman of CMI Foods.
They also represent the legacy of Juan Bautista Gutiérrez, the founder of CMI, which ensures constant connection and support at all levels of the organization, creating a family-like and welcoming environment for both employees and customers. “We emphasize REIR a lot,” Rodas points out. “It may seem repetitive, but the only way to truly embrace these values is to act according to them.”
Building a Strong Brand Through Its Values
Pollo Campero has demonstrated that an organizational culture based on strong values such as REIR is key to building a strong brand and an engaged community. Through initiatives like the Day of Service and constant communication with franchisees, the chain improves its operational efficiency and strengthens internal and external relationships. By always putting people at the center of its operations, Pollo Campero continues to grow and make a positive impact on the communities it serves.
