Your order management system can handle high volumes of sales, but the point of failure is often in your team. Orders come in fast, your team becomes overwhelmed, and in the end, it causes:
- Order errors
- Lower customer satisfaction
- High team turnover
If you can fulfill online orders fast without causing high wait times, you're on the road to success. One survey found that in the US, 38% of people will wait 15 - 30 minutes for a table max. Even if you're fulfilling orders quickly, you can still lose customers if people have to wait an unacceptable amount of time for seating and/or food that they're picking up.
We're going to explain exactly the steps you can take to avoid unhappy customers even when you have high volumes of orders coming in.
Simplify Your Menu
There's a reason a quick service restaurant can handle high order volumes: they have simple menus. If your chef has to cook meals that take 45+ minutes to prepare, it will impede your ability to offer the service your customers expect.
And your menu is going to be the initial main area of focus to improve efficiency and streamline operations.
A few options that you have are:
- Start reducing the size of your menu immediately. Cut out dishes that don't sell often and are lengthy to make. You can look through your previous sales history to trim down the menu and also discuss options with your chef. Chefs always have inside information that can guide you to a lean menu that remains profitable, eliminates waste and keeps patrons happy.
- Limit some item availability during high-volume hours. For example, if you know there's going to be a large party coming in, temporarily remove time-consuming items from the menu to keep operations running smoothly.
Simplifying your menu reduces the risk of errors on the part of your team, can help you reduce unnecessary waste and is one of the smarter moves you can make as an owner or manager. You may even want to go a step further and conduct a quarterly or annual review of your menu to keep it relevant and profitable.
Plan Ahead for High-Volume Hours or Days
Pruning your menu was a good first step to take, but even a trimmed menu won't stop all of your issues during high-volume hours. Your staff can keep up with your restaurant online order system if you plan for high-volume days by doing the following:
- Increase your staff for these days. Instead of two chefs, add a third on high-volume days and an additional server or two. Adding staff will help orders move along quickly and without error.
- Use your historical trends to try and pinpoint what guests may order. Trends may not provide a 100% clear indication of how the day or hours will go, but they can help your team better prepare for the day.
A little planning can go a long way in keeping patrons happy and orders flowing smoothly. But a part that you may notice is missing from planning is leaning on the technology that you already use.
Leverage Technology to Streamline Operations
Tech can help you free up staff resources and keep guests happy. A few types of technology that you should be using or integrating at this moment are:
- Order management system software - no more paper tickets
- Online ordering platforms that integrate into your restaurant order management system
- Delivery management software to keep drivers on time
- Predictive analysis to alert you to potentially busy days
- Real-time order updating systems for customers
Putting the right software in place reduces the potential for resource waste and can add to your overall efficiency.
Optimize Your Inventory and Staff Management
If you're facing high volumes of online orders, optimization of your staff management and inventory can make a world of difference in ensuring things go smoothly.
When demand hits its peak, you want your staff to be prepared to face the challenge and your inventory to be stocked to keep up with demand.
Ideally, your restaurant order system will also include real-time inventory management. Real-time inventory tracking will allow you to prepare for peak hours while also avoiding buying too much stock.
Monitor your key ingredients closely to ensure you're well-stocked during peak hours. If necessary, work closely with your suppliers to arrange for more frequent deliveries or to purchase key ingredients in higher volumes to meet demand.
Of course, inventory management is just one piece of the puzzle. Staff management is just as important.
- Adjust your schedule strategically to ensure you have enough staff to manage peak hours.
- Make sure expectations and responsibilities are clearly communicated to your team to minimize the risk of mistakes and inefficiencies that can slow operations down.
- Cross-train employees to handle various tasks, so operations can continue even if an issue arises.
Optimization of staff and inventory is essential if you're dealing with high volumes of online orders.
But don't overlook the importance of customer communication during these peak periods.
Maintain an Open Line of Communication with Customers
When a customer places an online restaurant order during peak hours, don't leave them in the dark about their order status. Maintain an open line of communication and stay focused on creating a positive customer experience.
Remember that even during busy periods, customers still expect the order process to be smooth and for their orders to be ready in a timely manner. Managing expectations is crucial.
How can you maintain an open line of communication and keep expectations in check?
- Provide real-time order updates. Keep your customers informed about their orders through automatic notifications, from the confirmation stage to the estimated delivery or pick-up time.
- Be proactive in communicating delays. If a customer is ordering during peak demand and you anticipate delays, be proactive in communicating the issue. Reach out via text, email or phone to let the customer know that their order will take a little longer than usual. Communication can go a long way in maintaining customer trust and creating a positive experience.
- Implement a feedback loop. Reach out to customers after peak periods to gather feedback and find out what worked well or what can be improved. Feedback can be collected through follow-up emails, surveys and review platforms.
Making an effort to stay in communication with customers during peak hours can ease some of the pressure and stress on your staff while still keeping customers satisfied.
The Takeaway
Managing restaurant with online orders can be challenging, especially when you're facing a high volume of online orders. Planning ahead, leveraging technology, optimizing your staff and maintaining communication with customers can go a long way in helping you and your team manage peak hours without burning out.