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  • Will You Add? - Give a S.H.I.R.T!

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    y—it helps make the wait time feel shorter and the guests smile. Some examples include: “Great to see you again!” “Having a great day?” “Going to the game?” Or, try filling the dead time with small
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    Who doesn’t enjoy the accessibility of eating lunch or dinner in their car while rushing back to the office, or to their child’s next activity? After all, quick service is what we expect from quick-serve restaurants. To make sure your quick-serve gets it right —at the dine-in, drive-thru, or to-go—the key to success is to get your employees to Give a S.H.I.R.T!—yes, there is an ‘R’ in there.

    •Speedy accuracy—Get the order to the guest quickly and accurately. Ensure, however, that speed is balanced with the rest of the formula. Far too often, drive-thrus feel like a mail train in the old west—there’s a bag on an arm hanging out the window and you just pick up the food, pay, and go.

    •Hospitality—Deliver three-second sizzle to wow the guest. Make their day by being friendly—it helps make the wait time feel shorter and the guests smile. Some examples include: “Great to see you again!” “Having a great day?” “Going to the game?” Or, try filling the dead time with small

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    serve restaurants. To make sure your quick-serve gets it right —at the dine-in, drive-thru, or to-go—the key to success is to get your employees to Give a S.H.I.R.T!—yes, there is an ‘R’ in there.

    •Speedy accuracy—Get the order to the guest quickly and accurately. Ensure, however, that speed is balanced with the rest of the formula. Far too often, drive-thrus feel like a mail train in the old west—there’s a bag on an arm hanging out the window and you just pick up the food, pay, and go.

    •Hospitality—Deliver three-second sizzle to wow the guest. Make their day by being friendly—it helps make the wait time feel shorter and the guests smile. Some examples include: “Great to see you again!” “Having a great day?” “Going to the game?” Or, try filling the dead time with small

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    •Speedy accuracy—Get the order to the guest quickly and accurately. Ensure, however, that speed is balanced with the rest of the formula. Far too often, drive-thrus feel like a mail train in the old west—there’s a bag on an arm hanging out the window and you just pick up the food, pay, and go.

    •Hospitality—Deliver three-second sizzle to wow the guest. Make their day by being friendly—it helps make the wait time feel shorter and the guests smile. Some examples include: “Great to see you again!” “Having a great day?” “Going to the game?” Or, try filling the dead time with small

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    e old west—there’s a bag on an arm hanging out the window and you just pick up the food, pay, and go.

    •Hospitality—Deliver three-second sizzle to wow the guest. Make their day by being friendly—it helps make the wait time feel shorter and the guests smile. Some examples include: “Great to see you again!” “Having a great day?” “Going to the game?” Or, try filling the dead time with small

    The Problem With Customer Service
    What is the problem? There just isn’t enough of it going around. It’s too bad that it can’t be more like cold and flu season- impossible to avoid. I am constantly disappointed with the lack of care businesses take with their customers. If I’m paying for a product or service, I expect a certa
    y—it helps make the wait time feel shorter and the guests smile. Some examples include: “Great to see you again!” “Having a great day?” “Going to the game?” Or, try filling the dead time with small talk and conversation—make it an interaction vs. a transaction.

    •Inform—Don’t sell the guest, rather inform them of their options. Leverage the impact of point-of-purchase signs or preview boards by asking the guest, “Which combo would you like today?” or “Welcome! Today’s special is…” This way it’s suggestive selling without adding time to the experience.

    •Repeat—To ensure the order is accurate, have the cashier repeat the order back to the customer as they order, as well as when the food is handed out to the guest. If the production crew is wearing headsets or listening to the order called back on a microphone, mistakes will be greatly reduced. I can not overemphasize this step—don’t leave the ‘R’ out of the formula!

    •Thank—Always thank the guest and invite them

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