Put simply, Quick Service That Sells! is delivering hospitality and a customized experience for guests. While they may be on the phone for only two minutes ordering pizza or 90 seconds in the drive thru or 60 seconds with a cashier, the experience needs to be unique. The formula to increase quick-service profits is easy — execution each and every day is not. It’s a simple formula to remember: S.H.A.Q.
Speed + Hospitality + Accuracy + Quality = Quick Service That Sells!
Speed. Guests want it quick — that’s why they’re dining with, or ordering from, your restaurant. They have a need for speed, but not at the expense of other components. Anyone can provide food faster for speed’s sake but today’s guests demand more.
Hospitality. Not only is it what you say, it’s how you say it. Hospitality screams: “We care!” It drives loyalty and frequency. It builds sales by eliminating the competition from guests’ minds. It’s the emotional attachment you make with guests.
Accuracy. Deliver what guests want to buy, not what the company wants to sell. Guests are demanding and special requests have become the norm. Vegetarian, low carb, no sauce and make it right now!
Quality. Expectations have risen in the eyes of guests. Competitors continue to offer fresher, higher quality food. Guests want value and quality — period. If you execute effectively in these four areas, sales will increase. It won’t happen, however, by itself. Success is in the hands of the manager and crew.