The Low-Tech/No-Tech Approach

By: T.J. Schier
Submitted: 2007-01-17 15:15:08
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No, the headline is not a misprint. While previous columns have espoused the benefits of leveraging technology, like e-learning, drive-thru systems, and self-service kiosks, to enhance business, it's time to step back and learn about some "technology-free" (read: inexpensive) solutions to enhance training and service levels.

While I am a firm believer in and early adopter of technology who doesn't miss “training fluid” (otherwise known as White-Out®), potential expenses and a lack of knowledge and time prevent many companies from using the latest gadgets on the market. Others have had bad experiences with past technological undertakings—usually because the technology was expected to cure all. Thanks to technology, today's employee is more concerned with where to find the information (e.g., Spell Check or programmed into their cell phone) than actually learning the information (e.g., spelling or phone numbers). Luckily, there are a few low-tech methods to achieve the desired results.

So, what are they?

Ordering Systems
In many restaurants, guests become frustrated with cashiers who have little menu knowledge and little to no hospitality or communication skills. People want to interact with foodservice workers, as long as that interaction adds value to their visit. Self-ordering kiosks are a possibility, but here is an idea to minimize the labor while enhancing the experience:

At Which Wich in Dallas, arriving guests are given a pre-printed bag and instructed to indicate the type of sandwich and condiments they want. The guest writes their name at the bottom of the bag. The counter help then calls out that name when the order is ready. (Many guests have begun writing the name of their favorite song, nickname, or something else fun.)

While the guest fills their beverage and sits down, the bag is hooked to a clip and moved down to assembly. In a few short minutes, the expediter calls out the order (e.g., “Buffalo Chicken for QSR TJ”) to be picked up.

Guests have fun explaining the ordering process to rookies as they wait in line. Founder Jeff Sinelli calls that the “chamber of commerce” effect.

Does it work? On my stealth visit, rather than complain loudly, a guest let Sinelli know that Which Wich was running low on lids. Set the positive tone and the guest will reciprocate!

Pal's Sudden Service, a major proponent of systems technology, shuns such machinery in their ordering system. No remote printers or monitors on their line. Orders are simply passed down on the line in manner similar to that used at Which Wich. Does it work? With a 20 second average time at the drive-thru window and one error for every 3,300 orders, it would be hard to argue that it doesn't.

Check Backs
In many companies, it is a rare day someone out in the dining room talks with the guests as they enjoy their meal. Chuck E. Cheese's long ago devised a clever system to encourage follow-up by its floor staff and managers. As each guest places their order, he/she is handed two table tents—one red and one blue. The red table tent tells employees where to deliver the pizza. The blue one, which has a service guarantee printed on it, serves another purpose. After the food is delivered, the blue tent tells the next employee who walks by the table to stop and ask the guest how the visit is going. Satisfaction guaranteed with a little help from an inexpensive tool.

Training
VHS, DVD, and e-learning have great potential in the initial training and testing of new employees. Ongoing training, however, can be effectively delivered by flash cards. Bartenders in full-service restaurants have long kept a Drink Rolodex with recipes alphabetized for quick access. If they don't know how to make a drink they simply flip to the recipe and presto: Training!

Spiral-bound, monitor-mounted flip-cards or flash cards (or the Rolodex-style card) can be created quite inexpensively to train a variety of functions—order assembly steps, credit card instructions, product knowledge. Training on demand.

Article source: Expert Articles