Many consumers are attracted to quick service restaurants because they’re just that—a place to go to get food—hopefully good food—fast and be on their way. However, ever-increasing competition means quick service operators must do everything they can to speed up order taking and delivery and cultivate a loyal clientele by taking customer service to new levels. Let’s take a look at three strategies for doing so, using quick service POS technology as a lynchpin.
1. Facilitate the order and payment processes.
Keeping things moving at the inside counter and in the drive-through lanes starts with quick service POS terminals that feature an intuitive touchscreen layout. The less time employees spend searching for icons or buttons that correspond with the items customers want, the faster they will be able to input orders. A quick service POS system that prompts employees to engage in suggestive selling instead of waiting for customers to debate whether they should order extra items or try to choose from various options will also help in this regard, as will one that issues commands to workers as they take orders.
Fast service at the POS also necessitates high-speed credit and debit card processing over a fast Internet connection. You may also want to consider mobile quick service POS, as lines at the counter and drive- through become shorter when customers can use self-service kiosks and/or roving employees take orders and process credit and debit card payments with hand-held devices. Accepting payments made online (for orders to be picked up) and/or through mobile wallet apps increases speed of service, too.
2. Implement audit and control measures.
Keeping a close watch on and controlling quick service POS is a must in order to maximize customer throughput and speed of service, as well as customer satisfaction. Technology can play a role here. For example, well-designed cash trays keep currency organized (and secure), ensuring that employees don’t waste time fumbling with cash and coins. IP cameras yield a view of the drive through, allowing managers to easily monitor the movement of vehicles through the lanes and to rapidly identify and address traffic back-ups that delay the ordering process. IP cameras can also be integrated with the point of sale, not only to track transaction accuracy (and afford an additional layer of protection from theft), but also to ascertain a proper rate of customer throughput.
3. Re-think the kitchen.
Installing a kitchen display system as part of your approach to quick service POS enhances efficiencies and order accuracy in several ways. Such a system enables quick, flexible, and automatic routing of orders from the front counter and drive –through to the kitchen, eliminating the confusion and errors that may ensue when kitchen staff must read printed order tickets or rely on verbally transmitted order information. Orders can also be sent to multiple monitors, allowing more than one member of the kitchen staff to view and begin filling them without delay.
Additionally, when a kitchen display system is included in a quick service POS configuration, it’s easy to track the status of orders and cancel or alter any order that has been recalled—no sifting through paper tickets or consulting fellow employees required. The end result of heightened kitchen efficiency and clarity around orders is, of course, faster, more accurate delivery of orders into customers’ hands—and the high-caliber dining experience that breeds greater customer satisfaction.
There will always be a human element involved in providing customers with fast service and maintaining a high level of customer satisfaction. However, quick service POS technology is an essential ingredient in the formula.
