It is not new for restaurants to have takeaway and delivery service systems. Apparently, takeaway and delivery systems will still be the main source of income for the culinary business as long as the COVID-19 pandemic keeps existing.
Shifting to the takeaway & delivery systems might feel a little confusing. We have reviewed some important points to note below, so you can deliver the same quality of dining experience your customers can get at home as dining at your restaurant.
1. Conduct Menu Adaptation to Meet Current Customer Needs
There are several factors that require you to modify your menu as long as your business only provides delivery service, including the distance the food has to travel to get to the customer’s hand, the durability of food ingredients, and the limited number of staff. You need to carefully check which food's taste and appearance are maintained even if it has to travel a long distance on a motorbike. You also need to consider creating set package menus and frozen menus to meet family needs.
2. Prepare Staff for the New Service System
Quality customer service starts with qualified staff. Before starting a business, make sure the entire staff is healthy and ready to work. Then, provide staff with training on health and hygiene protocols. Create a shift schedule according to the physical distancing regulation and ensure that the staff adheres to the new company policies to prevent the spread of the virus. In addition, ensure that employees can communicate smoothly and politely with customers, both by telephone and chat.
3. Provide Safe and Proper Food Packaging
The existence of a virus that is spreading widely globally surely makes your customers more careful in choosing food. As a party that produces and distributes food to customers, you must also be extra careful so that no products can harm the health of customers and employees. One of the most important things you should pay attention to is food packaging.
- Make sure the food packaging materials are in accordance with food-safe packaging standards
- Make sure the packaging is airtight and waterproof so that the food does not spill or contaminated while traveling
- Make sure the food packaging design makes it easy for consumers to eat
- Make sure raw food and ready-to-eat food are packaged separately
- Ask the customer if they need extra cutlery like a spoon and tissue
- Provide directions for heating or preparing food
4. Provide the Best Service Even Though the Customer is Dining at Home
When the entire business turns into one and the same service like this, the creativity and innovation of the businessman in providing the best service for customers are needed. Here are a few ideas you can apply to show your concern for consumers.
- Give personal touches such as writing the name of the customer and the name of the staff who took the order
- Give a handwritten thank you note to thank their support to your business during this difficult time
- Give a tester in small portions so that customers can taste other menus and may be interested in ordering the menu on the next transaction
- Make sure you include a business card or customer service number when delivering food, as well as explain what steps the customer should take if there is a complaint
- Give a gift card for the next order
5. Integrate Your Restaurant into Online Order Application
The presence of the third party application which offers food delivery service makes takeaway and delivery services more practical and efficient. You no longer have to think about motor vehicles, delivery staff, and the maximum mileage your staff can reach.
This means that you can also expand the coverage of the food orders you make, including the opportunity to acquire new customers who will enjoy your dishes. With this application, customers can also directly view the menu that you offer and make transactions without having to call the restaurant. Payments can also be made without cash.
Besides making it easier for you and your customer, this payment system also minimizes direct contact between staff and customers, thereby reducing the risk of spreading the virus.
6. Prepare the Pickup System Well
If this is your first time receiving a self-pickup order, there are few things you need to think about before you start serving the customers.
- Which branch can serve pickup & delivery?
- Does the customer have to order at the outlet then wait, or the customer must order it first by phone or app before coming to the outlet?
- Does the customer have to pay before the order is placed?
- What payment methods can be used for the self-pickup system?
- How long will it take to complete an order per customer?
- Does the customer have to enter the restaurant to collect food, or do you deliver them to the customer's car?
7. Use Checklist
Since there will be a lot of preparation that needs to be done, make sure all the steps are done correctly using a digital checklist. The results of the inspection report will be sent directly to your email. If any issues are found, you can also immediately receive notifications and assign your staff to handle it.
Utilize digital checklists such as Nimbly to monitor the takeaway & delivery systems. Your F&B business is ready to provide the best quality service to customers.