Restaurant POS Systems, Online Ordering and Customer Service

It was amazing that Domino’s announced recently that they had hit $1 billion in digital orders! Looks like they have reached a milestone that will not go away.  Today online ordering is how things happen and most large pizza franchises make it difficult to even get the phone number for your local store.

The last time I tried to order a pizza online it took me almost 25 minutes before I gave up. When I used the “find your nearest store” button and dutifully typed in my suburb and zip code it gave me a store that was ten minutes further away than the one I drive by every day.

I decided to drive to the nearest store and place a carryout order, this proved to be cheaper and less stressful and the manager gave me the store number so that I can place my order directly with them and also follow up on a late delivery pizza if that happens. He told me that most of his regular customers call him direct. Now what is wrong with that scenario!! (It was not Domino’s who seem to have streamlined their process! – this chain has something to learn from the Domino’s model!)

Local Store Marketing for Students

Well, school holidays are over for most of the students here in the US and it’s time to start thinking about the kids that are back in school and how to gain some sales from the school crowd.

This is especially true of any store in a shopping mall or near a school. Many stores do better business when school is in session than on the holidays so time to get out your local store marketing caps and start thinking kids!!

Here are some ideas to get you going.

  • Develop some kid friendly beverages, make them colorful and fun and keep them at a price that will suit their average spend.
  • Talk to the local schools about hosting after game meals. You can either do it on premise or do carry out packs the coaches can pick up prior to the game.
  • Offer discounts for students at special after school times. This can also help you with sales in the slower afternoon period.
  • Get some bookmarks printed with your store name, logo and a discount coupn and give it to every kid you see.
  • Get on Facebook and attract some fans!! Be careful though, Kids can be very truthful if they are not happy with service and price.
  • Advertise in your local school news letter or at their sports ground if possible.
  • Free upsize to all students on your slowest day. Works with non students as well.
  • Give vouchers to the school to use as incentives for a winning match or great scholastic achievement. Don’t worry, there is a good chance that they will bring there parents and siblings along to redeem the voucher and they pay full price!!
  • Package meals and snacks to appeal to students. Be creative, make sure it’s hard to copy and price point aggressively.

I am sure you can think of many more to suit your establishment but make sure you are aware of the growing trend for healthy foods, you can even advertise the fact that your offering is low carb, vegetarian, low gluten low fat etc.

So have a look at your menu at start picking out some items you can bundle or discount without hurting the bottom line too much and talk to your printer about the vouchers and advertising. Don’t lose site of one of your most important tools in your arsenal….Local Store Marketing! Good luck!!

QSR Customer Service Index 2011

The American Customer Service Index for this year has just been released and a few surprises jump out at me.

For many years Starbucks has been in the decline in store numbers both here in the US and in many other countries around the world with local opposition beating them in both service, price and coffee quality. Some would say that is not a hard thing to do but it seems their customers are happy with their offering, with a 2.6% increase in customer satisfaction over last year. That’s two years in a row of happy customers.

I am also happy to see Pizza Hut finally doing something right and again it is two years of increased customer satisfaction with this year being a whopping 3.8% over last year.

In fact the majority of fast food did quite well in the rankings with McDonalds beating the rest at 7.5% over last year.

The concepts that did not do as well are the ones that you would expect and I am a little sad to see KFC flat this year. They seem to have lost there way a bit recently. I certainly have noticed a downturn in product quality, service and cleanliness recently.

If you are interested in seeing the full list by industry here is how you get there.