The Secret Sauce
When do we say please when taking an order ?
When taking a payment
What is the first thing/ and last thing you say to a customer?
Hi how are you?
Thank you
What one word should follow the total on Paywindow (at any position)
Please
Who is our founders
Harry & Ester Snyder
You see a kid dropped their fry on the ground.
Give them another one!
When we hand out a shake what must be done?
Take off the straw wrapper
How long after a customer leaves does the table need to be wiped
30 Seconds
True or false
We are busy and “hi” is an acceptable greeting ?
False
Why is our uniform all white?
White = cleanliness
“if we care about the little things, guest trust us with the big things”
What do you do when you are the only order taker and a single mom walks in with two kids one on her hip?
Open the door for her and or grab her a high chair after you take her order
What’s the last thing you should say to a customer?
Thank you
What does it mean to sign the lot check? And how often do we sign for it?
Checking to make sure the areas are SAFE AND CLEAN. Every 15 minutes
A guest says “that’s it” after saying their order how do you respond?
Offer them a fry
What made Ino different when it first opened?
First drive thru with a two way speaker box
Harry and Ester genuinely cared about everything but mainly THEIR CUSTOMERS
*DOUBLE JEOPARDY*
The first car at the window ordered a fry well, it takes us 8 mins to get their food out. What do you do?
Apologize to the next couple of cars
*Double Jeopardy*
Why do we say please?
Why do we greet customers immediately?
Why do is a smile so important?
We are creating an experience
What are the 3 E’s?
Talking to the customer at enter, eating, and exiting!
When do we hand out a lap mat to a customer & what do we say when we do?
When the order is eat in
Paper for paper (after we except their payment)
Here is a lapmat to eat in the car/ to keep your car clean
Why do we have an open kitchen?
So guest can see the cleanliness, freshness, and care that goes into every order
we are proud to allow guest see how we work it’s important we show them how much fun we are having. We have to smile even when we aren’t taking orders or talking to guest
What would you do if you see a customer walking in with a bag of food?
Try and meet them and ask what the issue is
What are the three parts of the Mission Purpose Statement about?
Part 1- Providing high quality product, in an clean environment where the customer is our most important asset
Part 2- Having a team environmet, we set goals, and we train all our associates
Give me 5 ways you can go above and beyond?
Opening doors
Bringing orders to tables
Getting refills
Holding conversation
Bringing or taking high chairs
If every associate in this room improved just one interaction with one guest every shift, what would this store be like next year?
Discussion question
What tradition or standard do you think has the biggest impact on whether a guest comes back ? And why?
Discussion question*
Your on fries and you see a customer with 2 drinks on the bench. What do you do?
Offer them a drink carrier