Manage Your Queue

How to…

How we do it…

•

More than one person at your workstation is a queue

•

At peak time, stick to your primary position

•

Take the order

•

Upsell, Is that a large? Would you like peas or beans with that?

Why not try a pastry or muffin with your drink today?

•

Always make customers aware of special offers, meal deals etc…

•

If on a coffee counter, shout the order to your Barista, get them to repeat it back

•

Tell the customer that their order is being assembled and the waiting time

will not be long

•

Whilst the order is being made up, ask the next customer

in line what their order is

•

Try to work as follows, order taken and being prepared,

order taken for next customer, acknowledgement

of the third in line

What you need to know

•

Customers should queue for no longer than 3 minutes

•

How well we manage our queues can have a

tremendous impact on customer service

and ultimately the bottom line

•

A customer who has to wait a long time

is likely not to return

•

Good eye contact is the start of providing a

memorable experience

•

No one likes to queue – acknowledge waiting

customers, by doing this they are less likely

to drop out of the queue

•

Give a warm smile

•

Be vocal – customers need guidance

– call for orders and direct people to the tills

•

Always give your full attention

•

Sell up every time

•

Waiting for food is fine

– tell your customer how long it will take

•

Always direct to condiments and cutlery

You are responsible for…

• Greeting ALL customers with a smile

and helpful, can-do attitude

• Knowing your peak times and being

ready for them

• Not taking breaks during peak times

• Knowing your brand standard service times

• Always being available for the customer

• Making sure the shift checklists/handover

have been completed

• Having enough stock, change for the till etc.

Your challenge…

• Take service times with your buddy

– do they meet brand standard?

• Discuss how we can make our customer

journey more efficient with your

colleagues and your buddy

• Be a customer – discuss your feelings

with your manager or buddy

Team Members

March 2009

Team Members

March 2009