Specifications
This is the first question we dig into when a customer asks for a spec that is not listed on the site for an item
The "Why" behind the question
A customer needs a Food Safety Letter of Guarantee for a bag of flour. Where can you go to get started in requesting this document?
Internal notes>Document Requests
-OR-
Wiki >NPQ Page
Hotel and sheet pans are made to industry standard sizes. Why?
This makes compatibility with equipment that holds pans effortless
WebstaurantStore was founded in this year
2004
A customer asks for an exact measurement on a heating element which we source from Parts Town. We have no specs on the site for the heating element. What is the best response(s) to the customer?
Why do you need this information? Is a technician installing this part for you? Have you confirmed the part matches the model/serial of your equipment?
I need to look up the shelf life of an item. I do not know where to look this up. What is the #1 resource I can check that will show me how to look up an item's shelf life?
Internal Notes
A 10 oz glass on our site will not hold exactly 10 oz. What is the term we use to describe this?
Nominal Measurement
A customer asks for detailed installation steps for installing a gas oven. What do you recommend?
They contact a licensed service agent
When a customer asks for a detailed item spec, what is the first thing you can check to see if this is something we should look into further?
Look at other items from other brands to see if that information is listed for those brands. If not, most likely, the spec asked for is not an industry standard spec.
This is what a shipping modifier means.
It is at what temperature state the consumable item is shipped. Frozen, Deep Frozen, Refrigerated, Deep Refrigerated, Defrosted, Alive <<Yes Alive :)
This is a very common sanitation certification our customers will ask if a piece of equipment has.
NSF. Would also accept ETL.
Why do we not allow standard returns for consumables?
So we can maintain good use-by dates in inventory
When a customer reports an issue with an item, what are the 3 easy resources you can use first to see if we have troubleshooting, or if it might be user error vs defect?
Internal Notes, Product Complaints, FAQs
If a customer receives a non-perishable consumable item with only 20 days before the expiration or best-by date, what should we do?
Offer to replace it. We guarantee at least 30 days after delivery of shelf life for non-perishable consumable items
A customer needs to order plastic takeout bags, but the ones they want are restricted to their state. The customer asks why they are restricted. What do you say?
We are not able to provide the exact reasons why an item may be restricted to your state. You will need to contact your local authorities to see why an item might be restricted. (Giving the customer the exact reason would be providing legal advice, and that is not something we do)
What kind of full size pan measures 18" X 26"?
Bun pan/Sheet pan
A customer has an entry level Galaxy countertop food warmer. They report it is not heating. You ask how many hours a week it is being used. The customer says it is being used 12 hours a day, 7 days a week. What is a good recommendation in this case?
Since this is the lowest price point and entry level, we would recommend the customer look at a heavier duty brand such as Hatco, APW, Nemco. If the customer is within warranty, and the warranty does not state any type of usage restrictions, we can still credit the customer under warranty.
A customer wants to know the shelf life of the package of flat bread they received. They said the package has a manufacture date of exactly 1 month ago. You look up the shelf life in IDS following the instructions from the internal notes and see this has a 12 month shelf life. What is the shelf life you give to the customer?
You tell the customer this has 11 months of shelf life remaining. We should never share the shelf life from IDS, but the remaining shelf life left once we have subtracted the time since it was manufactured from the overall shelf life.
This person ensures that restaurants serve food that meets local health codes
Health Inspector
This is used to fit a 22" ice machine on a 30" ice bin
Adapter kit