Imagine that 50% of the customers who have already decided to buy from your store drop out in the queue
The experience we had in one restaurant proved to be an eye-opening exercise in identifying areas for improvement in operational efficiency and customer service. During an hour in the establishment, we noticed that approximately 15 customers left the queue to place the order. A critical problem in customer flow management, strongly impacting daily sales and customer satisfaction. The main cause of this phenomenon was the waiting time in line to place the order and that you could not sit at a table before doing so. Customers, sitting at a table or standing in line, were visibly frustrated by the process and the wait, and chose to leave.
Proposed Solutions:
1. Improve Staff Efficiency:
– Redistribute staff tasks during peak hours to ensure that there are enough employees taking orders.
– Offer additional training to streamline the process of taking orders and preparing food.
2. Implement Online Ordering:
– Integrate an online ordering system where customers can place their orders before arriving at the restaurant at a chosen time. Not only does this reduce queues, but it also allows staff to prepare orders in advance.
3. Self-Service Kiosks:
– Install self-service kiosks at the entrance of the restaurant so that customers who do not want to wait in line can place their orders independently and without waiting.
Importantly, a problem as big as losing 50% of customers may not be visible to restaurant owners, as dissatisfied customers often choose not to voice their complaints and simply don’t return. It is advisable to install a camera at the entrance to evaluate the efficiency of order taking.
At REGENERING, our experience in productivity consulting allows us to make detailed and objective observations that can uncover hidden problems in the daily operation of companies. By identifying these blind spots, we offer practical solutions that not only improve operational efficiency, but also increase customer satisfaction, sales, and ultimately profits.
