Centralized Services Can Increase Your Restaurant's Efficiency and As A Result Your Revenue

Centralized services is one of the 5 Pillars of Successful Restaurant Takeout, Catering, and Delivery, and refers to the idea of minimizing the complexity of your sales, marketing, ordering, and even IT channels to one central point outside of the restaurant. This allows your restaurant operations to focus on what’s most important, the execution and presentation of your dishes.

For example in the takeout and catering channel, it is estimated that the average restaurant misses 6 - 12 calls a day that could be leading to additional sales and revenue. Enter Inktel and Voice Teleservices which provides centralized call center operations to make sure that your restaurant is not losing out on potential customers.

In this episode of The Takeout, Delivery, and Catering Show, Valerie and Erle explore how a call center can help you maintain your customer relationships and increase sales, how centralizing these services can save you money by reallocating your labor, and how you can take your consumer back from the third-party service provider.

SHOW NOTES

00:44 - Call Centers and Centralized Services.
02:54 - Introductions to David Sawicki, President, Voice Teleservices and Jason Schlenker, Executive Vice President, Inktel.
08:57 - Third-Party Marketplaces are Beating the Foodservice Operator.
17:21 - What Are The Cost Savings Of Centralized Call Center Services?

21:50 - Amazon is Just Going To Buy It All!
25:27 - These Services Are Critical To Build, Maintain, and Protect Your Customers.
29:24 - How Can Independents Make Sure They Are Not Getting Left Behind?

 

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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?

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Artificial Intelligence Is Primed To Drive Economic Growth In Food Service

In this episode of The Takeout Delivery and Catering Show, Valerie and Erle talk with Ted Cohn, Co-Founder, and CTO at Orderscape Inc, to talk about AI in food service. AI is predicted to be a major player in economic growth over the next decade in food service.

“56 percent of consumers today are ready to order meals using voice…” Says Cohn.

In today’s ever-changing technological landscape it is important to be on top of where the technology is today and where it will be in the future. Your customers are adopting faster than you are and you do not want to be playing catch-up.

SHOW NOTES

  • 01:49 - Why is it important for operators to get out in-front of this technology?

  • 04:57 - Ted Cohn, Co-Founder, and CTO at Orderscape Inc, welcome to the show!

  • 07:28 - Why is voice so important right now?

  • 13:48 - How does this impact operators?

  • 17:33 - How will A.I. drive economic growth?

  • 24:49 - Can A.I. learn your customer?

  • 26:35 - Tell us about some of the success stories.

 

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Off-Premise Insights with The Catering Council for Multi-Unit Restaurant Operators

On this episode of The Takeout, Delivery, and Catering Show, our host, Valerie Killifer, interviews Courtney Smith, VP of Off-Premise at Newk’s Eatery, Ed Keller, Director of Off-Premise Development at Corner Bakery, and James Clark, Director of Food and Beverage at Mama Fu’s.  

These executives are part of the Catering Council for Multi-Unit Restaurant Operators (CCMURO), whose mission is to advocate and bring together foodservice industry thought leaders, experts, and practitioners to discuss challenges, shared concerns, legislative, and regulatory issues related to takeout, delivery, and catering. 

One of the most significant issues has been: narrowing in on industry-wide best practices. 

An excellent place to start is to "make sure that everyone is aligned on your senior team...," says Keller.  

As we have covered in previous episodes, you must make sure you have the infrastructure set up and that your teams understand what it takes to accomplish your goals, otherwise you are setting yourself up for hardships. 

Keeping up with the technology is also a challenge for operators. Tech is continuously evolving. Third-party technology puts pressure on the operators to maintain a consistent experience, adjust operations, and to stay in direct communication with their customers. 

"... it's key that you have somebody in place that is taking the time to work the relationship with these third-party vendors... because there are negotiations that have to be there, again that's your food and your product that they are taking out...," says Smith.

There may not be a one-size-fits-all solution to the off-premise paradigm, but that does not mean it cannot be a successful part of your business. 

Listen to this episode of The Takeout, Delivery, and Catering Show for more insights from some of the best off-premise executives in the restaurant business!

SHOW NOTES

22:33 - Free the data!
29:37 - Strategies for the franchise model. 
38:56 - What are the top challenges of off-premise?
45:21 - How can the CCMURO help operators? 

1:01 - Introductions
2:09 - How did you develop your off-premise channels? 
5:49 - What is the off-premise strategy for multi-unit v. independents? 
10:20 - How can people manage these technology shifts and still focus on the experience that we want our customers to have? 

 

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