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It’s the little things

I’ve been very blessed in all aspects of my life, one of the biggest blessings I’ve received is that I’ve traveled and I’ve stayed at some of the best hotels, resorts, and sailed on the nicest cruise ships in the world.

This last weekend, my wife got us a room at the new Gaylord of the Rockies resort. It is brand new Gaylord Hotel and Convention Center located near the Denver International Airport.

I was sitting at the pool on Memorial Day before checking out and I noticed that the music wasn’t on. The pool just didn’t feel as bubbley, if that is the right way to describe it. Then I looked down and saw a straw under my chair.

It’s the little things.

I started thinking about all the things that you have to get right to go from good to great.

There are a million quotes about the little things. About how the last 5% is what really matters in everything.

Let me be clear here, The Gaylord did an amazing job. I’m not trying to knit pick them to death. The music being on or off didn’t take away from the room, or the service, or the amazing food. It just sparked this idea.

The music not being on just made the pool feel less complete. They had music on the whole day before and had pool parties, etc.. The pool area was alive and jumping and the music added to the happy and relaxing feeling.

When you have a complete experience, it feels better, it feels right, it is memorable, it is great.

Here is the thing, we are all capable of providing a complete experience in every guest interaction. Whether you are at a McDonalds or Harrod’s in London for Tea.

We all have a brand, we have set those brand expectations through our marketing, previous guest interactions, and through our continuous operations.

People always say that the greatest thing McDonald’s has done is that you can get the same Big Mac and Fries anywhere in the world. Same is true for Coca Cola and many other brands. They have perfected consistency. I’ve never opened a brand new Coke that was flat; have you?

What is frustrating about the little things in the hospitality industry, especially for brands, is that corporate has already thought about all the little things, that is their job. They have created exhaustive training and checklists to help the locations not miss the little things. Yet they get missed constantly.

Why?

Because know one uses the checklists as they were meant to be used. Atul Gawande, author of The Checklist Manifesto lays this out in his book.

Faulty memory and distraction are a particular danger in what engineers call all-or-none processes: whether running to the store to buy ingredients for a cake, preparing an airplane for takeoff, or evaluating a sick person in the hospital, if you miss just one key thing, you might as well not have made the effort at all. A” 
 Atul Gawande, The Checklist Manifesto: How to Get Things Right

I get it, checklists aren’t fun or exciting. They feel beneath us in a lot of ways. Senior managers think checklists are just for training and not meant to be used at the start of every shift in every location.

In a complex environment, experts are up against two main difficulties. The first is the fallibility of human memory and attention, especially when it comes to mundane, routine matters that are easily over-looked under the strain of more pressing events.Atul Gawande, The Checklist Manifesto: How to Get Things Right

This is where we as an industry have to grow up. Pilots, know matter how many hours of flight time they have still use checklists for everything. There are 3 checklists to turn the plane on.

The reason why? It’s exactly what Atul Gawande stated above. The fallibility of human memory and attention, especially when it comes to mundane routine matters. That is operations management in the hospitality industry. You are getting the restaurant ready for business, you’ve done it 1000’s of times, people are constantly distracting you with questions and pulling your attention away from the task at hand. Little fires keep popping up.

Then you forget to check things because you are too distracted. Some days it’s the music and other days it’s the holding or reheat temperature on some food. Some days it’s the open sign and other days your dish machine isn’t sterilizing the dishes and you are getting people sick.

The problem is when we don’t use checklists the way they are meant to be used, we don’t know which side of the spectrum we are going to land on. We just know or should accept that we are missing things.

You are kidding yourself if you think you aren’t getting people sick. You are. Any time a person goes into a restaurant and then within minutes they are not feeling well, your food had something to do with that. Even if it didn’t really, that the person got sick from their lunch and not your dinner, in their minds it was your dinner.

We have to change how we train and operate our locations. It is imperative that we move away from the reliance on memory and experience and work on systematizing every aspect of running our restaurants to counteract the other forces that are working against us. We have to use checklists diligently as they were meant to be used in every department, every shift, by every member of the team from the GM to the server.

The whole point of this blog is this. Had the pool manager followed a readiness checklist, I’m sure, that turn the music on is on that list. I’m sure having a member of the custodial team confirm that there was no trash under the pool chairs was on that list.

Senior managers and all team members should embrace checklists as the cheat sheets, the short cuts, the work smarter not harder tools that they are. We should reward people for high levels of checklist compliance. Completing checklists diligently and on-time and coach train people who pencil whip and have low compliance. Our research has shown that high checklist compliance restaurants are better restaurants from a customer satisfaction and profitability standpoint. They are better.

We have to control what we can control. Because when we do we provide our guests with a complete experience, they will rave about us and tell their friends and that should lead them to come back again sooner. We owe this to our guests, employees, and owners.

One of the main reasons that checklists don’t get done today is because they are paper based tools. In the world of multi-unit restaurant management paper checklists are pencil whipped because management cannot hold their teams accountable in real-time to getting them done.

To really run great restaurants, you need a digital checklist platform that will give you the tools to hold your managers and employees accountable to following your procedures every shift in every location.

To learn more about how OpsAnalitica is helping restaurant operators run better restaurants, visit OpsAnalitica.com

Remember, it’s the little things. Oh, and they turned the music on later in the morning.

Dynamic Checklists: What are they and why you should care

Dynamic checklists are customized checklists that conform themselves to each location as they are loaded. They are smart checklists that know that each location is slightly different and they only show questions that are relevant to that restaurant.

In short, you can create one checklist that works for every location in your chain and your store level team is always working a checklist that is perfectly configured for their building, equipment, menu, and configuration. Think Sheet-to-shelf inventory lists for checklists and audits.

Why should you care? Money!!!!!

Let’s start at the restaurant level where 99% of your checklists are completed. When you are using generic or non-dynamic checklists you are costing yourself money.

  1. Your checklists take longer to complete because they have more questions then they need for each location and your team is spending time trying to figure out which questions they should answer.
  2. Do you really want an employee determining which checks are important and not important for your business and brand?

  3. Your data is less accurate because you can’t require all of your questions to be answered every time. Some people are able to pencil whip or skip bunches of questions.
  4. You have to do more training initially so that your team knows every nuance of your checklists and their location vs. just having a sheet-to-shelf version that they can just complete without thinking and making unnecessary decisions.

Basically, when you can’t dynamically customize your checklist to your locations, you pay more money for worse execution and mediocre data.

Before you dismiss this as just pennies of cost. The average restaurant management team is supposed to be completing about 2 to 2.5 hours of managerial, food safety, and restaurant readiness checklists per day.

Think about it, you have two line checks that take 45 minutes each to complete, that is 90 minutes right there. Most of our clients have between 5 and 15 shorter checklists that get executed throughout the day. Examples of common checklists that our clients are using: Manager opening and closing, HACCP Logs, Shift Logs, Line Checks, Mid-shifts, Deposit Logs, Station opening and closing, prep lists, cooling logs, oven checks, equipment checks, temperature logs, etc..

At two hours a day, 363 days a year, that is the equivalent of 18 (40 hour) weeks a year your team is spending doing checklists. Quick math that is about 36% of full time employees year spent doing checklists. Making sure the checklists can be completed quickly, accurately, and that you achieve your business goals of running safe and inviting restaurants is paramount to your business.

Checklists are the most important administrative activity in your restaurant because they are the driver of food safety, operations consistency, and customer satisfaction.

Now let’s talk about the wasted money at Corporate because of checklist systems that can’t dynamically create checklists and audits for their locations. We are working with a client and their system administrator was spending 20 hours a week managing their audits and daily checklists on one of our competitors software before coming to OpsAnalitica. This 20 hours was in addition to their other responsibilities.

They had to have several versions of every checklist in the system. They had to have, in some cases, hundreds of redundant questions to account for deficiencies in our competitors platform. All this added up to a ton of extra time trying to conform their business to their checklist program vs. having checklist software that worked with their business.

20 hours a week of admin time, that is insane. The worse part was, they didn’t always make the changes they wanted to because the software was hard to administrate. They missed out on opportunities to get better data, to make better operating decisions, because their software wasn’t up to the task.

Why is OpsAnalitica able to create dynamic checklists when our competitors can’t. First, we were built from day one to be a daily checklist platform when most of our competitors started off as audit platforms. We knew that daily checklists did more to drive behavior change at the restaurant level then audits did and that was learned from years of restaurant management experience from the store to the corporate level. Daily checklists are harder to build and require more nuance than a one size fits all audit solution.

  • The OpsLogic Engine, is our secret sauce. It allows us to create the logic that drives dynamic checklist creation. I’m not going to get into more detail here other than to say that we have the most advanced logic engine in the space today, we are making huge investments to make it more powerful and it going to change how you run your business.
  • One last point about our OpsLogic engine, it goes beyond just yes no questions. We are writing logic that ensures your food safety and quality goals are met. Take cheese sauce as an example: sure it needs to be warmer than 135 but it needs to be less than 165 or it breaks and you have to throw it away. This increases food cost and is equivalent to throwing money in the garbage.

    An Intelligent OpsAnalitica checklist is going to flag that question in real-time and provide the employee with directions, “Cheese sauce too warm, in danger of breaking, reduce temp immediately, take photo to document”. By the way that corrective action is required.

    One of the phrases we use a lot over here at OpsAnalitica is “We take the guesswork out of running the restaurants.” This has never been more true with our Dynamic Checklist creation and OpsLogic engine. To learn more about what we can do to help you run your business and to get a pricing quote, please fill out this form.


    Chipotle Still Doesn’t Have a Food Safety Culture

    There were two interesting articles about Chipotle last week:

    1. MMA announcer Jimmy Smith says he found ‘full-sized staples’ in Chipotle burrito
    2. Chipotle’s stock is having its best quarter ever—here’s how to play it

    Chipotle’s stock is getting back up to where it was before their food safety issues in 2015 and 2016. It has been a hard slogging road for them to get back. They ousted their founder and CEO, the brought in the Taco Bell CEO, this is funny and I’ll explain more later. They have continued to have food safety issues.

    A quick history of our interactions with Chipotle.

    In 2014 I met with a buddy of mine who was the first outside director in Chipotle’s history. He and I had worked to together before and he had just come from Taco Bell to Chipotle. We had just launched version 1 of our platform, it wasn’t even called OpsAnalitica yet, and I was telling him how he should bring this to Chipotle and let them see what it could do for their business.

    He point blank told me he couldn’t. That Chipotle wasn’t a traditional restaurant company and they didn’t believe in checklists. Chipotle believed that if we hire the right people, train them to do the right things, that we don’t need checklists. He went on to say that if he brought our software to his bosses that he would get run out of there for trying to turn Chipotle in to Taco Bell. Now Brian Niccol is very slowly turning Chipotle into Taco Bell, that is what I thought was funny.

    Obviously in 2015, 2016, 2018 Chipotle had major food borne illness issues. I interviewed a former Chipotle manager on our podcast, A Passion for Restaurant Operations, and he confirmed what he saw happen at the company. Basically what my buddy told me was correct that Chipotle was really focused on their culture, employee training, and promoting from within and this was working until they got over 500 restaurants and they kept growing at rocket pace. They were opening stores too quickly and couldn’t promote and train from within fast enough to keep their culture pure.

    To staff these new stores they had to bring in people from the outside who didn’t come up in Chipotle and hadn’t been imbued with their culture, that is really when they started to have their issues. Now you have a company that doesn’t really have a food safety mentality, a ton of tools or systems in place to manage food safety and people who are used to having those types of tools who are running wild.

    In 2017 we were asked to submit an RFP to be Chipotle’s internal audit software. I don’t know if this project was ever approved because the RFP was happening during the Brian Niccol switch over and Chipotle went dark during that period. I do know that one of our competitors, Zenput, is being used by Chipotle in some fashion to help their food safety operations, see staple article above.

    I would be lying to say that if Chipotle had chosen us that we would have said no. I can say that we had a ton of internal conversations about do we really want to be in business with Chipotle for a number of reasons, most importantly that we didn’t feel like they were actually doing the things that they needed to do to fix their biggest operations problem which was and I believe still is, Food Safety.

    I was in a Chipotle a couple of weeks ago, I think I have only eaten at Chipotle 1 time since 2015 and we were a Chipotle family before that. We ate there all the time. I went to the University of Denver Hotel and Restaurant School back in 92 – 95 and the first Chipotle opened 2 blocks from our building, I have a long history with the brand.

    I do know from my last visit that they have a software solution but also still use a red book. I know this because I ask the managers what they do from a food safety perspective all the time. Anyone who uses paper to manage their food safety isn’t serious about food safety. Anyone who has ever worked in a restaurant knows that people don’t do their paper checklists. 94% of managers we surveyed said their teams don’t do their paper checklists correctly.

    Paper isn’t a system, it’s just paper.

    A system is a that you check, identify, record, upper management confirms and remediates issues that are discovered in a timely manner and that you document all of this as you go. Of course, you could do this on paper, but because it is very hard to confirm in real-time using paper, the whole system breaks down and doesn’t get done.

    If you are looking to graduate from paper to a real food safety and management accountability system that is cheaper per month than the Red Book, please check us out at OpsAnalitica.com. We have the best restaurant checklist platform on the market and as the low-cost leader, we are able to deliver incredible value for less than it would cost to manage this on paper.

    I hope that in Brian Niccol’s Taco Bell-ization of Chipotle, that he brings their systems and food safety culture with him, not just for me because I love Chipotle’s food but for their shareholders. If they continue to get people sick I don’t know how their stock will retain its value.

    I’ve said this before and I will reiterate it again. Had Chipotle not had so much brand equity with it’s stakeholders, the last couple of years would have destroyed their chain. It is a testament to Chipotle’s founders that they built such an impressive brand that it withstood their mismanagement.

    We wish Chipotle all the luck in the world and hope they can create a food safety culture that also honors their promote-from-within and hire the right people culture that served them so well for so long.

    Everyone has a Letter Grade in Their Window Now

    If you haven’t heard yet, Yelp is now displaying health inspection scores on your restaurant page. Which means, every restaurant in the country could have a health inspection letter grade in their online window. Make sure you read the whole blog as I put together a list of things all restaurant operators should start doing in regards to this move by Yelp.

    There is a great Forbes Article entitled Yelp To Display Health Inspection Ratings On Restaurant Pages Nationwide that I encourage you to read. To save you a little time I will summarize the big bullets from the article below:

    1. Yelp will be posting your Health Inspection Score on your business page.
    2. They plan to have 750,000 health inspection scores posted by the end of the year. There are about 1.1 million food service establishments in the US.
    3. They are getting the data from local governments and a startup named HDScores.
    4. HDScores has 1.2 million scores in 42 states
    5. Yelp gets 30,000,000 unique mobile visits a month, 50% of those are restaurant searches.
    6. “A Harvard Business School study, in collaboration with Yelp and the City of San Francisco, found that displaying restaurant hygiene scores on Yelp led to a 12% decrease in purchase intentions for restaurants with poor scores compared with those with higher scores.” – Forbes Article

    What does all this mean to restauranteurs? It means that you have to actually take Yelp and your restaurant’s cleanliness more seriously than ever before because not doing so could affect your revenues and profits.

    A lot of operators have scoffed at Yelp reviewers and Yelp the company for years. Thinking that every bad review was a competitor trying to steal your business or some snobby know-it-all that thinks they are a professional restaurant critic.  In addition, Yelp hasn’t always been the best corporate partner, accusations of review placement manipulation and strong-arm advertising tactics have been lofted at the site.

    The fact is this, by posting health inspection scores, Yelp just made itself more relevant for restaurant patrons than it ever was before. With Yelp displaying health inspection scores, right next to customer reviews, pertinent data about the business, links to making reservations, and links to the menu. Most savvy customers are going to look at Yelp before they even visit the restaurant’s website.  Because the restaurant’s website isn’t going to advertise that they got 70% on their last health inspection, but it will be right there for the Yelp customer who is reviewing your Yelp page.

    At first glance, Mr. Mike’s 3 stars and captioned reviews would not stop me from trying this restaurant, Their 58 out of 100 health score would. 

    One thing restauranteurs have to acknowledge is that patrons have always cared about restaurant cleanliness, they want to eat in clean restaurants that serve safe and delicious food.  In the past, there was never an easy way for them to add health inspection scores into their decision-making process because it wasn’t easy to get them.

    Now that this information is available, look at bullet point 6 above – a 12% decrease in purchase intent for low hygiene scores, you better believe that it will enter into their decision-making process. If you have a low Yelp star rating and a bad health inspection score, you could be in real trouble.

    Another thing to consider with Yelp posting health inspection scores, it’s going to be a flawed process. HDscores and Yelp are dependent on county health departments to provide them with the inspection data. Each county is staffed differently and they all have different procedures for handling health inspections, critical violations, scoring, reinspections, etc..

    In some cases, a restaurant might get a bad health inspection score with a lot of critical issues but they might correct all critical violations while the inspector is on site. They have a low score but have fixed their issues and are technically safe for business, it won’t matter because the low score is what is going to be recorded by the health department.

    Another nightmare scenario for restaurant owners, you get a bad health inspection score and can’t get reinspected for 90 days because the county is backed up. Who knows how many times HDScores or Yelp query the health department databases to update their info or how quickly the health departments get their data updated from their inspectors? All of these time lags could affect how long a bad score stays up on Yelp’s website.

    Normal people outside of the food service industry don’t understand the nuances of health inspections and they don’t care. Click here to see a summary of the health inspections for Mr. Mike’s above, I got to this page by clicking on the Health Score link right next to their health score on their Yelp page. The general public isn’t sanitarians and won’t know why bumpy surfaces on walls or the lack of a thermometer could be huge issues.

    The general public assumes that all health inspections are equal, they are fair, and that they happen in a timely manner. They trust that the health inspector is looking out for their best interest and they are willing to believe them. My point is this, you aren’t going to be able to educate the general public on the in’s and out’s of health inspections and defend a bad score, they could care less about all the injustices in this system, they are just not going to eat at your restaurant.

    The only way to make sure that these health inspection scores don’t hurt your business is to get A health inspection scores every time. The only way to do that is to implement basic sanitation and food safety programs in your restaurants and hold your teams accountable on a shift-by-shift basis to following those procedures so you are 100% ready for every health inspection.

    For years, we at OpsAnalitica have been preaching for an increased emphasis on food safety, restaurant cleanliness, and increased hygiene. To be honest, this messaging has never worked for us. Restaurant Operators haven’t been reaching out to us saying, help make me safer so I can protect my customers and my brand. The reason why is because, before this move by Yelp, a bad health inspection score didn’t affect most restaurants in the country. You got inspected maybe twice a year and probably corrected most issues while the inspector was on-site. The score wasn’t posted anywhere that your customers could easily find, only a few jurisdictions post letter grades in the window, so a bad score didn’t affect customers perceptions of the restaurant. That has changed.

    Here are some steps that restaurant operators need to take immediately to ensure that their restaurants aren’t negatively affected by their Yelp Rating and Health Inspection Score.

    Yelp:

    1. Claim your Yelp page. An unclaimed page makes it seem that management is disengaged from its customers.
    2. Respond to good reviews by thanking the customer for their patronage.
    3. Try to contact customers that wrote bad reviews and handle customer complaints that show up on the site within 24 hours. This shows that management cares about its customers. Offer restitution for angry customers in exchange for getting them to remove or amend their reviews to show that you addressed their issues. Some people will abuse this, but in the long run, it is better to not focus on the negative scammers but to focus on wowing every guest that comes to your restaurant and to protecting your Yelp Reputation.
    4. Flood Yelp with good reviews of your own. Incent customers to review your restaurant on Yelp to ensure that you get a high star rating. Hand out cards with a shortened URL to your Yelp page or send an email with a link for a review. Offer a free dessert and have an iPad in the store, have them check-in and give you a good review and then buy them a piece of pie or cake. Every Yelp star is worth a potential 5 to 6% increase in sales. My guess is that sales stat is lower for chain and franchise restaurants but now that Yelp is showing health inspection scores, I will bet that those restaurants will start getting searched more.
    5. Accept that Yelp is a necessary evil and that it adds value to you and your customers. They provide guests with a way to learn about your business and communicate with you about their experiences in a more open way than you typically get from a one-on-one interaction or a guest satisfaction survey. In addition, they provide you with a free business web page that is on one of the most searched websites in the world. Search your restaurant and I guarantee that your Yelp page will be prominently featured on page 1 of your search results.  According to the Forbes article, Yelp is the 25th most visited website in the US. I’ve said this before many times, I was a traveling consultant for years, I used Yelp all the time to find restaurants in the cities I was visiting, I’ve never had a bad experience at a 5 star rated restaurant that I found on Yelp.

    Better Health Inspection Scores:

    1. The only way to ensure that you are going to get A’s on your health inspections is to run an A restaurant every day.  It’s not hard to do and it is what you should be doing.
    2. There are two major components to running A restaurants. Proper Procedures and Execution. Most chain restaurants have food safety procedures in place and that doesn’t guarantee that they will get an A.  Procedures aren’t enough you have to hold your team accountable to executing on those procedures every shift.
    3. If you have procedures in place focus on execution. Focus on getting your teams to follow your procedures every shift in every location. It is better to focus on high compliance for a couple of critical checklists than to try to get low compliance on a lot of checklists and procedures. High compliance on critical checks!!!
    4. If you don’t have procedures in place at this time, take critical items first approach.  Look at your local health inspections, identify the critical violations, and build procedures that check those violations every shift. If you just focus on critical violations, you will run better restaurants and you will ensure that you are not going to get dinged on an inspection.
    5. Ditch the paper. Most companies still use paper checklists, you can’t get any accountability on paper checklists. You don’t have any visibility into whether or not your procedures are getting completed if your teams are doing them accurately, or that they are identifying critical violations.  Running restaurants using paper checklists is harder than it needs to be for managers at all levels of the operation. Using a digital checklist platform, like OpsAnalitica, can provide you with effortless accountability, real-time notifications, and digital record keeping of your safety procedures.
    6. One more note on ditching the paper, digital record keeping is coming to restaurants. It has already been mandated for food manufacturers and everyone is expecting that it will be implemented by the government in the next 1 to 3 years. If you are looking to focus on execution, run better restaurants, get an A on your next health inspection, and be ready for the future, you should look at moving from paper to OpsAnalitica, a digital record keeping and shift readiness platform.

    Yelp has made itself more relevant than ever by posting health inspection scores on their site. I predict that this is going to change how people decide which restaurants they are going to visit by putting more emphasis on food safety, which is good for consumers and ultimately good for the industry. For restaurants to be competitive and to not have their health inspection score affect their sales, they are going to have to focus on cleanliness and food safety as core values of their operations because if they don’t their failure is going to be on their Yelp profile.

    One of the core values of the OpsAnalitica Way, our guide to multi-unit operations, is control what you can control. Restaurant operators need to realize that they are in complete control of what happens in their four walls. Food safety and clean restaurants aren’t just under their control they are their responsibility to their customers and their brands.

    We know that this is going to be an imperfect process and a lot of restaurants are going to get hurt in the short term as they get bad health inspection scores and those scores stay on their Yelp profile longer than they should due to inefficiencies between all the parties involved.  This is going to sound like a jerk thing to say, I don’t care. I don’t care one bit. Don’t have dirty restaurants, that is what we should be focusing on.  Focus on being great and doing what you are supposed to do and this change will not affect you at all and may even help increase your sales.

    One last prediction, I bet that Yelp will see an increase in monthly restaurant traffic over the next 6 to 12 months because of showing Health Inspection Scores.

    If you want to learn more about the OpsAnalitica Shift Readiness and Digital Record Keeping platform, please go to OpsAnalitica.com.

    Good luck

     

     

    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.

    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.

    What is Pokemon Go and Can I Make Money Off It

    PokemonGo

    Ron Ruggless posted a great article in NRN this week about how you can pay money to purchase 30-minute Lure Models and install them by a PokeStop location, which could be close to your restaurants, this will entice Pokemon Go players to come to your area. If you are interested in learning how to purchase and run those Lure Models, click here.

    First, off let us answer this question; what the hell is Pokemon Go?  Pokemon Go is a very creative game that uses GPS and your phone’s camera to play.  You go and walk around the world and play the game.  Because the game knows where you are, they put Pokemon for you to catch in your local area.  The reason you care about Pokemon Go is that it had over 15 million downloads in the first week and counting, it is an app phenomenon.

    Watch the Pokemon Go Demo Video

    The reason you especially care as a restaurant owner is that they have put a lot of these PokeStop’s close to restaurants, and you can pay to have the game bring more players into your area for short periods of time.

    The question I’m posing is should you try to capitalize off of PokemonGo?  Things to consider:

    1. Does it make sense for your restaurant?
      1. I don’t think this makes sense for every concept.  Obviously, if you are the Capital Grill or some other high-end restaurant, I don’t know that a van full of 3rd graders and their mom is your target customer.
      2. I think this could be perfect for quick serve restaurants and fast food.
      3. There are a ton of millennials playing the game as well, so consider trying to reach them.
    2. Are you close to a PokeStop?
      1. One way to find out is to play the game or find someone on your team that plays the game and ask them to figure it out.
    3. Are you set-up to handle a bunch of new customers that may not want to stop for a long time to dine?
      1. Grab and go or quick serve restaurants have an advantage.
      2. Any restaurant can make an impromptu beverage or grab and go station to handle these types of customers, get creative.
    4. If you are close to a PokeStop; who is primarily playing the game in your area?
      1. I live in the suburbs, and most of the people playing in my area are kids, we have seen several vans full of kids with their phones playing.  From what I’ve read in cities it is older kids and adults playing.
      2. It might just take a person to stand outside and watch the people playing; you should be able to tell easily because they will be looking at their phones and going to the same spot in your parking lot or near your location.
    5. Do you have to pay to capture Pokemon Go players?
      1. If you have a popular PokeStop close to your restaurant, you may be able to catch Pokemon Go players with a banner or by handing out coupons and not need to pay money to lure them to the area through the game.

    Only you can decide if capturing Pokemon Go players are possible or worth your time.  This game is exploding right now but it could be a fad, or we could all be talking about how we are still playing it five years from now.  This has to be decided on a restaurant by restaurant basis. I can tell you that you need to strike today if you are going to try to capture these guys, so don’t make your marketing plans super elaborate.  Just execute and see what happens.

    Also, if you do start capturing a lot of business from these players then please comment because I and the rest of the readers would love to hear about it.

    If you want to learn how to pay to lure Pokemon Go players to your area, check out Ron’s article.

     

     

    3 Benefits of Labor Management & a Scheduling Strategy

    photo-my ameego blog

    Please enjoy this blog from our great friends at Ameego, the restaurant scheduling and labor management platform.

    Aside from temperature compliance and food comps, what are some of the biggest ongoing challenges for restaurant managers? If your mind envisioned next month’s blank schedule calendar, the binder of handwritten time-off requests or the stack of month-end reports that show you’re spending too much on staff, you’re not alone. Scheduling and labor management tend to fall near the bottom of managers’ favorite tasks, somewhere in line with changing kegs during Friday night happy hour.

    What if instead of dreading making the schedule, you looked forward to it because you had tools, data and insight to build a schedule that would keep customers, staff and your bank account happy?

    Focusing on labor management and creating a scheduling strategy can have enormous benefits for productivity, and your team and guests.

    3 Benefits of Labor Management & a Scheduling Strategy

    1. Reduce labor costs

    Mention the phrase ‘minimum wage’ to a restaurant operator these days, and watch his face wince.

    Across North America, restaurants are facing increases in minimum wage. Even the smallest increases spread out over years will be painful because that money can only come from one place: the bottom line. At the same time, in many places, food costs are on the rise. And yet, with the influence and sharability of reviews, it’s more important than ever to dish up amazing food and service.

    How can you possibly meet all those expectations and turn a profit? Schedule smarter. Scheduling software aligns clocked hours with daily sales so you can staff the floor according to sales, to the hour. It’s true. What time does that June Friday night happy hour rush ebb so you can send home your split-shifters? Could they start later or be cut earlier? Now you know. That’s the instant value of a scheduling strategy.

    2. Increase staff happiness

    When you find that star bartender or the server who can take 10 tables with her eyes closed, wouldn’t it be great to keep them around for a long, long time?

    We all know what’s it like to go a few weeks understaffed. Servers are stressed and overworked. Morale goes down. And it’s not much better when you’re overstaffed, sending people home early time and again, or keeping them with not enough to do and not enough tips to make.

    Now that you have insights about what triggers the need for fewer or more bodies, and to ensure you have stars on the floor when you need them most, you can create a schedule that will keep your team happy.

    According to this University of Warwick study about the link between employee satisfaction and productivity, “…happier workers use the time they have more effectively, increasing the pace at which they can work without sacrificing quality.”

    And, when restaurant staff are happy, so is someone else….

    3. Deliver a Better Guest Experience

    What difference does it make if table five gets their drinks in two minutes or 12? What’s really at stake when a table doesn’t see their server for half an hour? Two words: complaints and comps. Neither of them do your restaurant any favors.

    In 2014, Consumer Reports conducted a survey about Americans’ most common restaurant complaints. ‘Slow service’ was a complaint for 51 per cent of respondents. Other all-too-familiar service and timing follies ranked high:

    • Impolite or condescending servers, 72 per cent
    • Tables not ready more than 15 minutes past reservation time, 50 per cent
    • Feeling rushed to leave by the server, 61 per cent

    With data-driven labor forecasting and scheduling, however, you know you have just the right number of staff on the floor to maintain the kind of elevated guest experience that generates rave reviews and return visits. When staff can not just stop by their tables but also truly listen to diner feedback, they’ll be able to build the kind of loyalty that makes a big impact on profits.

    Scheduling mindfully creates this cycle where staff want to do their best and guests get the best. Both lead to a better culture that leads to more of the same: smiling faces and nice profits.

    With the ability to access valuable information and plan effectively—not just for next week but next year—focused labor management and a scheduling strategy is kind of like your expediter for growth and success.

    By Ameego
    Ameego online restaurant scheduling software helps managers create the perfect schedule in minutes and increase restaurant profits. As a mobile-friendly online scheduling program with tools such as labor forecasting, POS integration, time tracking and team communication, Ameego truly is your restaurant’s best friend.

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