People don’t often think of sales management when it comes to hospitality and the food service industry. They focus on the quality of service, the food and the price. As an industry, owners have been conditioned to believe the only way to make more money stick to the bottom line is to cut costs. At LIVELENZ, we believe this is not the case. To be truly successful, we believe everyone in your organization should be involved in both saving nickels AND adding more quarters.
LIVELENZ is creating a culture and building our business on Restaurant Performance Improvement (RPI). The LIVELENZ platform helps franchisors, owners, operators, managers and frontline employees have a better understanding of their business, in real-time, and how they can achieve better results, through incremental improvements.
Improve the customer experience
Over and over, we hear restaurant owners who want to focus on improving the customer experience. “Create positive, remarkable and easily repeated experience”. This is an admirable goal; but tough to measure and even harder to track, manage and scale as you become more successful.
At LIVELENZ, we believe the ingredients to improving customer experience starts with ensuring there is enough fresh product and staff available at the peak times. The rest is sales management. Once guests are in the restaurant, the staff’s job is: to deliver exceptional service, increase the average check and move them through quickly and efficiently.
Exceptional service starts with hiring the right person, training them, setting objectives, measuring their activity, communicating and keeping them motivated. By nature, people want to do well, they are looking for approval from others and want to contribute to a winning team.
One key to successful sales management in the restaurant business is teaching employees to increase the average check per customer by focusing on higher profit menu items. Encourage and incent staff to suggest drinks; add modifiers, like cheese or bacon; appetizers, specials, desserts and/or meal deals.
Another key to increasing profitability is improving efficiency. In a QSR environment, this refers to reducing friction (customers placing orders) and increasing line speed (employees preparing the food). In a fast casual or other table service environment, this refers to increasing table turns – the amount of time a customer spends reviewing the menu, ordering, waiting for and eating their food. Note: patrons should not feel they are being rushed out the door. . Reducing wait times and improving throughput while focusing on increasing the average check will increase your profitability.
In order to effectively manage and improve sales, you will need establish goals, define measurement and report on the results. The LIVELENZ platform lets you set goals, see results, in real-time, for a single restaurant or an entire chain.