Best Practices to a Successful Off-Premise Program

Best practices are one of the biggest challenges of the Off-Premise Paradigm. But that does not mean there can not be success. On this episode of The Takeout, Delivery, and Catering Show we meet Mike Axiotis, CFE, President & CEO, Lehigh Valley Restaurant Group, who is the franchise operator for Red Robin, covering Lehigh Valley, Philadelphia, and Harrisburg. Lehigh Valley is known for being a model for off-premise sales success. They have differentiated their channels with a unique transaction workflow, product selection, packaging, and centralized services. This has laid the groundwork for their successful off-premise franchise story. But, this is not the full story. This episode will explore how one franchise system launched an off-premise program, maintains their program, trains the staff, and trains the customer through marketing and other brand touch points designed to keep guests coming back for more.

SHOW NOTES

  • 00:18 Introduction

  • 03:14The Development of the Lehigh Valley Restaurant Group

  • 04:32 Off Premise Systems

  • 06:09 Off Premise Strategies

  • 09:56 Lessons from catering

  • 11:44 Aligning the executive team

  • 14:08 Pillars to a standardized system

  • 17:02 The employees within the system


  • 20:13 Service experience

  • 22:26 Call Centers

  • 28:11 Marketing Differentiations

  • 33:10 In store marketing

  • 33:42 Corporate commercial Impact

  • 35:27 Determining a marketing channel

  • 37:23 Advice to operators

  • 37:53 Who influenced who?