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.
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?