In this episode we interview Brian Hipsher, CMO of Charley’s Philly Steaks. What I really enjoyed in this interview was learning more how Marketing and Ops interact. Also, Brian has a great war story.
In this episode we interview Brett Ireland, CEO of Bear Hill Brewing. Bear Hill Brewing owns brewery restaurants, they sell their beer across Canada, and they are currently distilling and aging spirits. We discuss Brett’s career and how Bear Hill has fared over the last year, and why they are so optimistic about the future.
To learn more about Bear Hill Brewing: albeerta.com/
Listen below or subscribe wherever you get your podcasts.
In this episode we interview Jonathan Horowitz, Founder of Convive Hospitality Consulting. We have a great conversation about his new project and how he built a wine bar empire as a lawyer.
To learn more about Convive Hospitality Consulting: convivehc.com
Listen below or subscribe wherever you listen to podcasts.
This is a great interview with Alex Curley, COO of Palacios Murphy. We talk about the pandemic, opening restaurants and hotels right now, and Alex has one of the best War Stories of the series, bar none.
To learn more about Palacios Murphy, click here: www.palaciosmurphy.com
Listen to the interview below or subscribe to the OrderUp Show wherever you listen to podcasts.
David Leonardo shares their plans for growth in the frozen desert segment. Learn about nitrogen ice cream and what makes it so great!
Check out the interview below or subscribe through your favorite podcast app.
Tommy talks to Taylor Bell of Riot Hospitality Group about the state of the industry today and going forward. How they have managed through the pandemic and more.
Check it out below or subscribe through your favorite podcast app.
Today we’re going to look at 2 drastically different ways to approach a speed of service issue:
- You can rely on hope, but we all know hope is not a strategy.
- You can use real-time data to identify and remediate issues before they affect speed of service.
Number 1 will work sometimes because, as they say, even a blind squirrel finds a nut every once in a while. But most of the time it won’t work out. So that means that most of the time prep amounts are wrong which means that someone will leave the line during the rush to prep. So that means most of the time there aren’t enough straws or lids at the drink station which means during the rush someone has to stop taking an order to grab a straw. You see where we’re going here.
This all has a negative impact on speed of service which has a compounding effect on sales. If the line is too long people may not even enter your restaurant or drive thru. Those sales are gone forever.
If they did get in line and it takes too long, they may leave, or they may stick around, but will be extremely frustrated and more than likely never return. Now you’ve spent a ton of money acquiring this customer, but they will never pay off because of a speed of service issue.
Now imagine a world everything is prepped, stocked, clean, held at the right temperature all prior to the rush. In this world customers move through process like a well oiled machine, the food tastes great, expectations are exceeded, they become repeat customers and tell their friends.
That’s number 2. When teams have all the data they need to know what needs to be done, when and how, have processes that guide them through their tasks and helps them catch and fix mistakes before they affect customers, they understand the importance of completing the tasks, then speed of service isn’t an issue.
It’s little things that normally get brushed to the side as no big deal that have real ramifications to important parts of your business such as speed of service. It all boils down to setting yourself up for success and then making it happen.
The best chains are habitually great at executing the basics. To be able to do this you need to start with this question: how are you identifying operational issues at your locations today?
We can help. Reach out.
Customers Will Not Eat at Restaurants that Aren’t Actively Sanitizing and Cleaning
Don’t take our word for it, check out these charts from Datassential and Nation’s Restaurant News.
provided by Datassential
Updating your FOH Sanitation and Operations standards is a must as we start to re-open dining rooms. It’s not going to be enough to just tell people that you are cleaning better for them and expect them to trust you.
Customers are going to need to see proof.
That is easy when they come to the restaurant, they should hopefully see a member of your team cleaning and sanitizing during their stay. They should also witness new operations standards that are meant to protect them and keep them safe. We call this Sanitation Theater.
When someone is at your restaurant they already made their purchasing decision. We need to catch the customer when they are making up their mind’s on where to eat. When they are researching your hours, occupancy, menu, etc.
We need to reach the customer when they visit your website.
At first it will be enough to market your new sanitation standards, changes you have made to our operations, etc.. Everyone should/will have a COVID-19 response page.
Remember back in early march when your inbox was flooded with emails from every company you did business with or whom had your email address. Telling you about their COVID-19 response.
We all felt like, I’m glad that Comcast cares about my safety but they provide me with internet and I have not interacted with a Comcast employee in seven years.
My point is, that having a COVID-19 response page is a must have but is very quickly going to become noise and everyone is going to have one.
We need something more, think McDonald’s.
We need a real-time data feed to document and market your sanitation activities that is constantly updating with what your teams have completed.
Sort of like a billions and billions served message streaming across you website or app, updating in real-time.
We need to let your customers know that you are cleaning and sanitizing all day long, creating a safe environment for them because we care about their health and the health of our team’s We need that data on your website and your app.
Which data should I put on my website? it depends on the size of your business.
For larger chains with more locations, it is better to track the sheer number of sanitation and food safety activities. You can do that on a daily, weekly, or monthly basis.
If you are a smaller business and having completed 20 tasks in a day is not going to wow anyone but is probably going to scare customers away, we need to focus on our cleaning/sanitizing compliance.
We want to wow them with the fact that you are following your procedures and you are completing them in every location on-time.
All of this data is available from the OpsAnalitica Platform. Whether you want to display our reports in your restaurant. Or, for more sophisticated operators you can pull this data right from our API on a schedule and display it anywhere you want to your customers, this is the preferred method.
If you would like to learn more about using OpsAnalitica data to prove to your guests that your restaurant is a clean, safe, and fun environment. Please initiate a chat in the bottom right hand corner of this screen.
In this episode of the OrderUp Show Tommy recaps his blog on the big money that has been funneled into 3rd party delivery companies that has been used to convince restaurant operators that delivery will solve all their problems.
Well the data suggests otherwise. Take a listen below.