Management
All Systems Go
A few cool learnings from the NRA Show that you can apply to your business.
Not only was the show full of vendors and exhibits, but there were also a number of educational programs from which these gems were taken. The common thread? It?s all about creating systems that can be replicated shift to shift, store to store.
Thom Crosby, president of Pal?s Sudden Service (and 2001 Malcolm Baldrige Quality Award Winner). Pal?s is all about systems --- to the tune of an average 18-second time to pay and pick up the food at their drive-thru. The secret? System after system. Systems to train their people (www.sysdine.com) and systems for each step of the order and preparation process. Employees are required to create enhancements to the systems and get them tested and approved, and then the new system is implemented chain-wide.
John DiJulius, author of Secret Service. As a salon owner who has seen his business grow to staggering heights, John recommends ?secret? systems --- i.e., invisible to the guest --- that help employees customize or personalize the experience. Think about all the opportunities you have to build systems to help your employees enhance service. A few ideas that came to my mind: a button on the POS system to identify first-time guests or those celebrating an occasion, a database to track repeat guests, a ?rolodex? where guests keep their favorite order and which doubles as a punch card --- pull out the card, use their name, pay, punch the card, and return it to the holder.
Drive-Thru Excellence. While technology can certainly help leverage parts of the business or help you track and manage certain areas, service excellence really boils down to systems. Clear bags and order confirmation boards might help the perception of accuracy, but if the back-of-house systems are designed properly and followed, the food will be made right and there?s no need for the additional expense.
On the other hand, there were a few cool technological advances to consider:
Wireless order/payment terminals. Send out a line-buster inside or at the drive-thru. The guest?s order is entered and credit and debit cards can be automatically processed while the order is sent directly to the kitchen --- no need to talk via the speaker or see a cashier/order-taker.
Self-service order kiosks. Both Sheetz Convenience Stores and a Whataburger franchisee are seeing success with check-average increase and speed of service by having the guest do a bit of the work and placing their own order. Seems odd that we can train a guest in a matter of three to five minutes to use the POS system, but the system our employees use takes hours --- maybe the POS companies will simplify what our employees use!
Build the systems and follow them and the rest of the year will be ?all systems go!?
T.J. Schier is service professional, consultant and speaker with over 20 years experience in operations and training. Founder and president of Incentivize Solutions and podTraining, T.J. has helped numerous clients enhance their service and training programs and spoken to tens of thousands of managers, franchisees and operators in various fields. Visit http://IncentivizeSolutions.com/ for more info motivating today's employees, training today's generation and delivering outstanding guest service; or http://podTraining.us/, a unique new system and the foundation of 'i-learning' - using the device of today's generation, the iPod - to train your workforce. |
T.J. Schier
Tags: business, management, strategic planning, business developmentSimilar articles
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