UK Table Location Case Study
What was the problem?
A well known major high street retailer asked us to improve the
efficiency of their table service in their cafe. Despite having years of
experience in the service industry, they found that their current system
wasn’t delivering an effective enough service or success that they knew
they could achieve.
The retailer found that their customers were moving tables, and that
their runners, or waitresses and waiters, were struggling to locate them
using the old style table numbers handed out to customers. This meant
that their food would become cold, which caused stress for employees.
This had a knock-on effect on their normally high levels of customer
service and care, as the runner was having to spend too much time
locating the customer.
There is also zero trackability for this type of system; it is hard
to find the person responsible for the delayed food and hard to know how
long the customer has been waiting. It was also difficult tracking any
bottlenecking in the kitchen (the backing-up of orders) or tracking the
effectiveness of food preparation in the kitchen. This approach to
service in a fast-paced environment creates a bad methodology and makes
the work harder than it needs to be. This ineffective approach also
meant higher return rates on cold food, and thus refunds, which will
ultimately result in customers not returning.
How LRS UK solved the problem
After analysing the needs of not just the retailer, but also its
customers, we decided that the best system to use would be our Table
Tracker Table Locator system.
Table Tracker enables runners to effectively deliver food to
customers, ensuring it’s delivered to the correct table as soon as the
food is ready. When a customer places an order at the till, they are
given a Table Tracker device (shown above) which syncs with metal strips
under their table, feeding the information back to a monitor in the
kitchen (example shown below). The runners can then easily keep track of
where the customer is sitting so the food can be delivered efficiently.
Even if a customer moves tables, runners can still keep track of
where they’re sitting, ensuring food is not delivered to the wrong table
or left to go cold. As well as direct benefit to the customer, Table
Tracker also provides a wide range of other information for the
restaurant staff and managers. Table Tracker can report the following
- Where the customer is sitting
If the customer moves tables
When the order was placed
How long it takes to prepare an order
When a colleague collects the food
How long it takes the colleague to return
The overall comparison of cafe or restaurant’s achieved
target times for food delivery against other cafes or restaurants in
Any issues can then be escalated to the manager for investigation.
This reporting can help ensure the restaurant is running as efficiently
as possible. We recommended Table Tracker above any of our other systems
as it offers a complete solution for businesses known as ‘fast-casual’
restaurants. Due to the nature of their location and customer
demographic, cafes and restaurants within high street retailers usually
have a high turnaround of covers, which can become confusing for staff
to keep track of orders and where people are sitting. As such, customer
service can quickly deteriorate, but Table Tracker can help eliminate
such issues, and that’s what it’s done for this high street retailer.
Thanks to implementing Long Range Systems’ Table Tracker system our
client noted a huge improvement in customer service. Being able to track
the execution and delivery of their food service allowed them to collate
the relevant data to improve their service. Their delivery times
improved and the customers left happy. Fewer walkaways occurred and the
runners felt more confident in delivering their orders.
Control over delivery enables your business to have a
deeper understanding of
its mechanisms. It allows you to see the complete story with key metrics
to keep your business incredibly efficient. The Table Tracker system implemented in this case allowed
every part of the delivery team to feel in control and provide the best
possible customer experience.
For further information call 01782 537000 or contact us.