Author : Tommy Yionoulis

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Emails Stink – Tasks Rule

How many emails do you get a day?

The average worker receives about 80ish emails a day and sends around 30.

Email was originally invented to get rid of paper interoffice memos. It has obviously morphed into so much more than that, it has become so ubiquitous in our lives that most of us can’t live without it.

Also, most people have used folders and labels and many other organizing schemes to turn email into things that it was never intended to do, mostly it is how we manage our to-do lists and assign tasks to people.

Email was never intended to be a task solution. As a matter of fact, it is a horrible task solution and the fact that you get so many emails a day just compounds its inadequacies.

If you want to get things done and have your teams execute then you need to use tasks instead of email.

The perfect task has the following attributes.

  • It is assigned to one or more people who are notified that they have something to do.
  • Tasks are one-to-one – ex: deep clean and organize the storeroom.
  • Tasks have a due date
  • You are notified when a task has been completed or is late.

So many of use email to assign work because it is right there and it is so easy to use but it doesn’t do any of the things we just mentioned as paramount for getting things done. Also, email is so free form that we often violate the rules of tasks for speed but we end up causing ourselves more headaches and follow-up on the back end.

Some common email task mistakes:

There is no accountability with email

As we said earlier, people get 80 work emails a day. New emails get buried in your inbox quickly. I don’t know how this is possible but emails get lost all the time, you know you read it but you can’t find it.

Also, we have all used the excuse that we didn’t see an email when asked about by a colleague or a friend why we hadn’t responded.  Being overwhelmed by the amount of email you get and missing things in email is so commonplace today that we all let each other off of the hook for the occasional lapse. Which is fine except for when you need something done.

With a Task system you assign a task to a person, they are notified that they have a task. You can easily track the tasks status and progress updates. In our system, you will get notified of a new task by push notification, email, or internal message.

Burry your task requests in a longer email

Have you ever sent an email with a bunch of to do’s or tasks and then none of it gets done? There is an expectation when writing an email that you at least put a person’s name in there and say and an introductory sentence.  The next thing you know your request or task is buried in a paragraph.  This makes it that much more likely that it won’t get done.

With a task, there is no requirement for a greeting or chit-chat.  You get a description of what needs to be done and when it needs to be done by.

Send a list of tasks in an email

Email doesn’t require us to be one-to-one when assigning tasks, as a matter of fact, it would be considered weird if you sent 10 separate emails with 1o individual tasks. This is probably the most common mistake of assigning work through email.  You create a list of things you want to be done but as soon as you add the second item, you lose accountability.

I can’t tell you how many times I have fallen into this trap.  I sent an email with a list of things to be done, the person did the first thing and then replied it was completed.  Completed what? Did you complete my whole list?  So now you go back and forth several times trying to get every item completed.

Tasks take a little longer to get started because you should create one task per request but they save you so much in accountability and follow-up that it makes the initial time increase completely worth it.

Emails don’t have due dates

We all get so busy that due dates just creep up on us.  They come and go and if you don’t have a reminder you will simply miss the day.  You can’t assign a due date to an email, so you are putting all of the responsibility for remembering that you wanted something done on yourself.

With a task system, you set a due date and it will notify you when things are due and tell all people associated with the task when it has been completed or if it is late.

Status & Updates get Scattered

With a task system, most tasks have a status.  In-progress, completed, etc.. You can use these statuses to figure out where everything you have assigned is currently at.  It makes it so much easier to manage when you have this type of visibility.

Also, updates can be tracked in the task program and therefore you can see everything that is happening.  With email people can reply back but then your email chain gets so scattered or you have so many emails that it becomes hard to find the update information.

As I stated at the beginning of this blog, email is probably the number one used business tool today.  It is great at what it does but it isn’t great at tasks. I would recommend to any of you who are managing a team to investigate moving from using email to using a task program instead and just using email for communication.  The productivity gains and reduction in stress will be worth the switch.

At OpsAnalitica, we have just released our task management functionality inside of the OpsAnalitica Platform.  You can now create action plan and ad hoc tasks and use the system to manage your operations.  If you would like to see the task management in action, please schedule a demo here.

 

 

Common Mobile Ordering App Mistakes

I’m one of those people who like to order ahead on an app and pick stuff up and bring it home. I’ve got two very frustrating stories of trying to do this recently and one great experience. In this blog I will outline what I was doing and the things in those experiences that were frustrating so you can avoid setting up a system that does the same things.

Story 1:

I wanted to order some breakfast and bring it home because I had a call starting shortly and I knew I was 5 minutes from the restaurant, so I thought I would order real quick then drive over to the restaurant and pick up my eggs and then run back home. I knew I would be cutting it close, but I also knew that if this all worked as intended that I could pull it off.

1st I went to a growing micro-chains website and went through the whole process of trying to order on their website. I got to the payment page, and you can’t order on their website unless you create an account.

Mistake # 1: Allow guest checkout. Not everyone wants to join your loyalty club or create an account. Plus you can still get their email so you can send them a receipt, so them not creating an account doesn’t hurt you from future marketing.

So then I created an account and all that entails. I had to enter my info, address, password, etc. There was an issue with their website, and it said gift card vs. credit card and I didn’t have a gift card, so I wasn’t able to order through the website.

Mistake # 2: Make sure your mobile ordering works as intended and don’t just test it with an account. Your test cases should include setting up a new account and then ordering and other use cases that a new customer might encounter.

Mistake # 3: Don’t make people fill out all their information when they are ordering from a mobile device. It is hard to type on mobile devices so just capture the bare minimum of data needed to complete the order and then use a follow-up campaign and incentive to get them to give you the rest of their information. A coupon for when you complete your registration is a perfect example of that.

I must admit that the idea for this blog was born on this day so instead of just bailing and going through the McDonald’s drive-through, which is right across the street, I decided to persevere and try using their app.

I downloaded their app, and it required me to register to order. I assumed that the account I created on their website would work on their app. WRONG.

Their website and app don’t sync, and they don’t make that clear. So I spent a couple of minutes trying to log into their app with my website credentials that I had just created before I realized this isn’t going to work and registered on the app where I re-entered all of my info into the account.

Mistake # 4: Have your stuff sync!!!!!!! Common really? I just went through and filled out all this info on your website, and it doesn’t work with your app.

The chain is probably using two different platforms for their website ordering and their app. They may even have a nightly sync set-up or something else. Sharing this kind of data isn’t hard and should be done on a real-time basis. Also, don’t have two different ways to order online, just have one, or use an integrated platform. Problem solved.

Finally, I got my eggs ordered, and I picked them up and ate them, and they were delicious. As I said earlier, I stuck this out because I wanted to see what the deal was but I wonder how many people would have bailed and done something else. I have also eaten at this restaurant several times since then and haven’t used their app since.

Story 2:

I was with my family, and we were up in the Colorado mountains and going to rent a pontoon boat for a 2-hour cruise around a lake. There was a national sub-franchise restaurant down the road, and I decided that we would order online and then pick up the subs and eat them before our boat ride.

I went on to their mobile ordering site and started to get everyone’s suborder, customizing each sandwich and getting drinks and chips, etc..

The website worked great until checkout. Then they wanted me to log in and create an account. So I did.

For some reason, once you create your account the system logs you out and you have to log back in. Well, it wouldn’t take my stupid password.

As a quick side note. Setting passwords on your mobile devices is way harder to do than on a computer because your phone auto corrects and most computers don’t. People think they typed one thing and the phone changes it to another and you have no clue what your password is because it is hidden for security reasons. I see this all the time with our app and new clients.

Mistake # 1: Provide a Show Password option, Amazon does this on their Audible app. It is really easy to do and helps you battle autocorrect.

Mistake # 2: Don’t have the website log you out and make you log back in after you create an account. The proper workflow would be to return you to your shopping cart to complete your order.

Returning you to your shopping cart is completely doable, and it shows that the developers of this online ordering platform have lost touch with what the customer is trying to do. They are trying to order sandwiches not trying to register an account. Who has time to go around and register themselves on different websites? Prisoners do, and that is it.

If you are purchasing this software for your restaurants, keep that in mind, your potential customers are trying to order, and anything that slows that down or gets in the way of that is very bad for your business.

I had to create two accounts before I could get the password to work. This also took me trying to reset the original password several times and not being able to log into the site to complete my order and pay for my food.

One positive thing about this experience. Is that I had multiple browser tabs open and when I finally got logged in my shopping cart was still there, and I didn’t lose everyone’s order. That would have been the straw that broke the camels back.

I finally placed my order; this took 20 minutes.

Then I drive to the restaurant, and when I get to the restaurant the tickets have been printed, and they are sitting next to the register. They aren’t on the line getting made. The time it took me to drive to the restaurants was probably 5 minutes.

I almost lost my shit, but I have a very strict don’t mess with the people who are making your food policy unless you aren’t planning on eating the food.

So when I walk-in and I have to tell the cashier that those are my orders and then she puts them on the line to get made I was pretty livid because I was on a clock and nothing about pre-ordering was helping me beat that clock.

Mistake # 2: The system told me when to expect my order, when mobile orders come in that are ASAP then you make them now. They have already been paid for so what the hell are you waiting for?

I got my order finally and got back and was late to my boat rental but the food was good, and everyone was happy.

Now for a good story. In full disclosure, Mici Italian, a micro-chain in Denver Colorado is a client of ours, but they also have a restaurant 5 minutes from my house. They have a great online ordering experience.

The app and their website are synced to each other. They remember your previous orders and from the app or the website you can one-click re-order a previous order. Their system just works.

They use hungerrush.com as their platform, and I have told them that their online experience is amazing. I have also recommended them to several of my neighbors, partly because their online experience is so good.

To sum these stories up. Your mobile ordering experience is an extension of your brand and your level of service. If ordering on your mobile website or app is frustrating that is equivalent to having a bad customer service experience.

It can even be worse than having a bad service experience in a restaurant because you may not even know about the issue and have no way of saving the experience. I believe that most people would not have completed these purchases.

I have said this in other blogs, but everyone in the industry is selling mobile ordering and delivery as these magic bullets that can rescue falling same-store sales numbers. At a 30,000 foot level, they make sense.

What no one wants to talk about is the new levels of complexity that get added to your business. It’s not just another order coming in; it requires IT, and technology skills, additional management training, and a whole new set of potential fail points both from a technology and customer service perspective.

What I would say is don’t rush into these platforms and services but to do a lot of competitive research and see what you like and what you don’t like and bring people into your organization that knows how to execute this stuff at a high level.

New sales channels can help grow your business but if the complexity of executing those sales channels creates bad customer interactions those sales get negated quickly.

Interview with Chef Keith Jones – Renaissance Man

This is an interview with Chef Keith Jones. Keith and I have known each other since 1994 when I worked with him at The Metropolitan Club in Englewood Colorado. This is a great interview with Keith who has done and continues to do a little of everything in the hospitality business. We touch on the importance of mentors and a lot of other great topics in the business. I think a lot of you will like this episode because Keith has as expanded his horizons out of the restaurants but stayed in food service.

Really Know Your Customers And What They Want

In this interview, we talk with Rob Siegal who owns Trajectory Insights, a consumer marketing and branding firm. He talks about how brands use this information to make more informed decisions and change themselves to stay relevant with their current and aspirational customers. www.trajectory-insights.com/

Trajectory Insights About Us: Trajectory Insights uses both data-driven quantitative and deep understanding qualitative research approaches to provide actionable growth strategies and tactics based on consumer and customer behaviors to set our clients on growth paths.

Interview with John Franke, Corporate Chef for Front Burner Restaurants

In this episode, Tommy speaks with John Franke, Corporate Chef for Front Burner Restaurants. Front Burner Restaurants has gotten into the business of building restaurant brands, testing concepts, and then they look to sell those chains. They are currently the majority owners of the Twin Peaks chain. John talks about this new food hall that is going to open North of Dallas in the summer.

Ian Garlic Discusses Digital Marketing And Social Media For Restaurants

In this week’s interview, we speak with Ian Garlic, a digital marketing guru. We discuss his experience in restaurants, his dad set up the mass distribution of Gyro’s from Greece back in the 70’s and used to own a restaurant that had a live dolphin show in Wisconsin. We also speak extensively about social media and the strategy that is working best for restaurants right now.

Ian had a few giveaways for the show:
1. Mobile Video Studio Equipment Guide: iangarlic.com/vidgear/
2.Reach out to him at iangarlic.com and mention the show to get his 8 Video Online Course, 2017 Video Marketing Plan, for free.

 

Scott Turner Discusses Temp Monitoring And FSMA

This weeks interview is with Scott Turner, founder of Waresys. Waresys is a food safety and FSMA training company. Scott discusses how FSMA affects restaurants, the Food Code 2017 release, temp monitoring solutions how they work and how much they cost. It is a great interview that talks about things that are affecting our industry right now. To learn more about Waresys, check out their site: www.waresys.net

 

 

George Tinsley II- Running Airport Restaurants is Hard Work

This episode we speak with George Tinsley II, G2. George is VP and Managing Director of Tinsley Family Concessions, they run restaurants in the Miami, Tampa, and Louisville airports. George’s dad was one of the original KFC franchisees and made his deal directly with Colonel himself. George discusses the challenges of running airport restaurants and building up a family business.

tinsleyfamily.co/

Wayne Humphrey COO of Larkburger – Ready for Growth

This week we interview Wayne Humphrey, COO of Larkburger. Wayne speaks about how Larkburger is ready to start growing out of the state of Colorado. Wayne also speaks about food consistency across the industry and why it is so hit or miss. If you live in Colorado or Overland Park KS shortly, please check out Larkburger’s open interviews on Walk-in Wednesdays, Wednesday afternoons in each of their restaurants from 2 to 5pm.