As a Business Advisor, I spend a lot of time in the field visiting stores. And as a human-being who eats fast food, I also visit a lot of other quick-service restaurants. With that being said, I have seen many great examples of customer service, and many not-so-great examples. When I have a bad experience and decide I don't want to visit that restaurant again, most of the time it isn't because of the quality of food... it's because of the terrible service. Don't be that store.
Be the kind of store that welcomes people in, asks how they are, and does everything they can to make their dining experiences great. Be so amazing that when lunch and dinner time rolls around, you're the #1 option that comes to their mind. How do you accomplish that? Quality food AND friendly service... ALWAYS. You will have regulars in no time.
Franchisee: Gas Express
Location: Atlanta, GA area
These Gas Express stores GET IT! They provide exceptional customer service day in and day out to their customers. When Jim Chasar, Director of Food Service, hires for a role in one of their stores, he focuses on finding people-centered, friendly people. Clearly, it has paid off. Watch this video to experience it yourself:
If customers make a personal connection with you, they are more likely to want to visit again. So talk to your customers, get to know who they are, and show interest in their lives. Most of the time, people love to talk about themselves. It can be as simple as asking, "Do you have a busy day today?" or "What's your favorite dipping sauce?" Being friendly can, without a doubt, have customers coming back to see you again.
Make sure you keep a full hot case of food. Customers don’t want to see a few pieces of lonely chicken or fish sitting there, because it doesn't look appetizing. When they see an empty case, they assume it’s because no one wants to eat the food (even if that isn't true). But, if they see a full hot case piled high with fresh chicken, fish, and sides, then they are going to be drawn to it. They're going to think, "Man, that looks good! I have to have some of that." Think about it, you eat with your eyes first. So make sure they want to actually eat your food. Your hot case should look put together, full, hot and fresh. Do that and you’ll sell it!
The new SMART Menu improves customer experience while in stores. It is clear, bright and easy to read! Customers can easily navigate the SMART Menu's simple design and quickly decide what they'd like to order. This makes ordering fast, effortless, and overall improves the quality of store visits for your customers! If you haven't already, talk with your Business Advisor about converting to SMART Menu ASAP and watch your sales improve.
It’s all about your heart and what you put into your food and your store. You get what you give. Customers want to feel taken care of. They want to know they're getting quality food. They want to have a positive experience with your store. So make that happen for them! Use every day as an opportunity to make people happy at your store. If you love what you do, you’ll do good at it. Cook because you love it, put recipes together because you love it, and make people happy because you love it. Strive to make each customer's day better! If they feel that you truly care about them, they will keep coming back again and again.
The benefit of being a PFSbrands partner is that you have a dedicated team ready to support you. Let us know how we can help you as you navigate the market changes. Our Customer Success Team is here to help!
Customer.Success@PFSbrands.com |(855) 632-3373