When you open a restaurant, you spend so much time and effort on the menu, atmosphere and training that you overlook an important part of the customer experience: order taking.
It may seem like a no-brainer, but if you want diners to have a great experience, you need to have procedures and standards in place to minimize the risk of errors and poor service.
Not sure where to start? Here's how to take orders efficiently and professionally.
Master the Order Taking Process in 7 Steps
From the initial greeting to the checkout process, every stage of ordering should follow a procedure.
1. Give a Warm and Friendly Greeting
A warm and friendly greeting will set the tone for the customer's entire dining experience. Be polite, professional and welcoming to each new guest, whether they're ordering in person or over the phone.
- For in-person greetings, smile and make eye contact.
- For phone orders, use a clear and professional voice to avoid misunderstandings or confusion.
Make customers feel at home to kick the ordering process off on the right foot.
2. Provide Menus and Assist Customers
Once you've greeted your guests, provide menus and offer assistance. Let them know about any discounts, specials or combos available. If asked, provide recommendations based on the guest's preferences.
Some guests may have questions about allergies, ingredients or dietary restrictions. Offer insightful and professional responses to help customers make smart choices when ordering.
3. Take Orders Accurately
In the quick service and fast casual space, as many as 16% of orders have problems severe enough for customers to report them. Even if your servers are exceptionally friendly and polite, the customer experience will suffer if orders are inaccurate.
Training and technology can help you avoid this issue and improve your order taking procedure. Make sure your servers are:
- Listening carefully to what customers order.
- Repeating orders back to confirm details.
Consider using a POS system to take orders more efficiently and accurately. Many restaurants are simplifying the customer order taking process by offering kiosks and tableside ordering systems. Digital ordering systems like these put the customer in control and reduce the risk of inaccuracies.
4. Offer Suggestions
When taking orders, servers can offer suggestions or make recommendations to enhance order values and deliver a better customer experience.
The key is to make sure that your staff upsells tactfully and follows proper waiter etiquette. For example, your staff can:
- Recommend complementary items. "Would you like a salad with your soup?"
- Suggest popular menu items. "Our homemade ice cream is a customer favorite. Would you like to try it?"
- Mention special promotions. "For $3 more, you can add an appetizer."
Always be polite and friendly when offering suggestions to avoid being overbearing.
5. Communicate Orders to the Kitchen
Before sending orders to the kitchen, make sure that your servers are:
- Double-checking for errors and making corrections
- Ensuring allergy requests and dietary restrictions are properly noted
Once orders have been finalized, they should be sent to the kitchen promptly. Clear and efficient communication between the front-of-house staff and kitchen team is crucial to ensuring a smooth workflow.
Using a POS system or a Kitchen Display System will allow your team to send orders digitally to avoid confusion and order inaccuracies.
6. Deliver Orders Promptly
Customers expect their orders to be ready promptly, whether they're receiving table service, ordering takeaway or waiting for delivery.
Accurate, timely delivery is critical to creating a positive customer experience.
- When customers are dining in, orders should be served hot and fresh. Servers should check back to see if customers need anything and ensure they're satisfied with their meals.
- Takeout orders should be properly packaged to avoid spills and leaks. Each order should be clearly labeled to ensure accuracy.
- Deliveries should be double-checked before they leave the door to confirm that all items are included. Proper packaging will keep food fresh until it arrives at the customer's doorstep.
Remember: Presentation is everything. Whether it's dine-in or takeout/delivery, make sure that orders are served or delivered with care and attention to detail. Customers will remember your attentiveness and will be more likely to return in the future.
7. Close the Order Professionally
End on a high note with a smooth and seamless checkout experience. Once customers have finished their meals or arrived to pick up their orders, they want to close out their checks and get on with their day as quickly as possible.
To make your checkout as efficient as possible:
- Check for any last-minute requests before presenting the bill if customers are dining in.
- Accept multiple payment methods, including checks, cash, credit cards and digital wallets, for convenience.
Make sure that your staff members thank customers and invite them to return in the future.
Pro tip: Invest in training to improve your team's customer service skills. Friendly service will go a long way in improving the order taking and overall customer experience.
How Technology Can Improve Order Taking
Customers want accurate and efficient order taking when they visit your restaurant. Technology can help you meet this demand.
Consider implementing:
- Tableside ordering options, so customers can order at their own convenience. Digital ordering interfaces can reduce the risk of errors and may even encourage diners to order more items than they normally would.
- Online ordering platforms. Whether ordering delivery or taking out, customers can order from home and pay for their meals ahead of time with online ordering. These platforms can be integrated into your POS system to ensure seamless order processing.
- POS systems, which make order taking more efficient. Advanced systems integrate with inventory management applications and payment processing platforms to streamline the checkout process.
The right solutions will help your kitchen run more efficiently while ensuring order accuracy and a great overall customer experience.
The Takeaway
Restaurants often overlook the order taking process, but it's a core part of the customer experience. Ensuring accuracy and timely delivery of orders is key if you want to expand your loyal customer base. Technology, like the solutions mentioned above, can help you improve order procedures quickly and efficiently.