If yours is a quick-service or takeout restaurant churning guests through a cookie-cutter experience, you can’t expect to survive, let alone thrive. Forget being 1% better at 100 things — it’s time to step out. Be unique, be great, and be different. How? To out-serve the competition, you must out-train them.
Crush the competition by training your restaurant staff to provide a service experience that can’t be found anywhere else. Guests are more selective and demanding than ever before. Satisfaction does not drive sales. Shooting for “satisfied” will spell demise. To thrive, restaurants have to aim higher.
The success formula for quick-service and takeout restaurants is simple to remember: S.H.A.Q. The formula is easy — execution each and every day is not.
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 guest 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. Vegan, 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, and if you can’t deliver both, they’ll just go somewhere else.
If you execute the SHAQ formula effectively in your quick-service or takeout restaurant, sales will increase.
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