Sequence of service

Sequence of service

At all times welcome a customer as they walk in.

Initial welcome

• Hi how are you? Smiling (Try and do this before they reach the counter) EXTRA POINTS IF YOU CAN WELCOME THEM BY NAME! WE HAVE LOTS OF REGULARS

• lunch today? / Dinner this evening? Donuts? (Friendly tone, Hi how are you, will you be dining with us? Or hi how are you? Some lunch for you today) Often you can tell if people are just after donuts.

• If they are just after donuts just steer them that way and assist them with sale. At this point

If the person is just looking , start by running through the flavours

Dining in.

Once you have greeted the customer and identified what there dining intentions are, do the following

All inhouse

• Jump out from behind the counter or if you are already on the floor try and greet people at the door. Find out what they are here for. If dining in grab some menu’s and water and help them choose a table. Once at the table let them know ways to order. “Here is the menu you can either pop up to the counter or order via the qr ” “ our special is XX and our special donut is XX’

ORDERING FROM COUNTER IS THE MOST DESIRABLE WAY. GOOD CHANCE TO RECOMMEND A DISH OR TALK ABOUT A SPECIAL, DRINK.

If by yourself or very busy

Gesture towards menu’s on black shelf “ in a friendly manner say, “Just grab a menu and some water and feel free to grab a seat wherever you like, you are welcome to order from the QR codes on the table or if you would prefer just come back to the counter to order.

* USE you intuition to acknowledge any customers that come in.

If a customer just seats themselves before you have welcomed them.

• Head straight to the table with water and a menu or two. “Hi how are you today / this evening? Are you in for lunch / dinner?” At this point if they answer donuts and coffee explain that they can to come to the counter to select donuts and place order. If they are after Lunch / Dinner “Here is the menu you can either at the table using the QR code or if you would prefer come up to the counter and we can help you”

If the customer comes straight to the counter to order, welcome them ( HELLO HOW ARE YOU ) and take the order if they are ready. Sometimes people will want to hang at the counter to decide, if this happens either suggest that can take a seat to decide. While taking order try and find out exactly where they may want to sit, so tables are correct, this is especially important during busy patches. Once they have placed the order gesture towards the water station and to take a seat. (Change table number if need be)

Takeaway order

• Always make sure you have hit takeaway in square dining options, record customers name, try and give the customer a time estimate. during very busy patches try and do this prior to ordering. Let them know where they can wait. keep a track of where they may be.

Time estimate, once chefs have more than a few dockets up , kindly ask chefs how long on XX . Then relay the information to the customer .

• Taking a takeaway donut order

Hello , how many would you like ? If the customer is pausing, use this time to give information about the donuts, explain glazes and fillings, whats filled and what your favourite is and why.

Ie. we have don homer - raspberry glaze with housemade sprinkles, our vegan flavours are ..

Would you like a coffee ?

Taking the order

• Prep time, During the day try and give people a heads up on how long it take to prepare if they order a 2 piece box before completing order. Just be mindful in general about prep times during lunch as people can often be on lunch breaks.

• Would you like a drink? Before completing an order, if they have not ordered a drink always ask if they would like a drink? If they are ordering a drink and look like they need a hand, prompt them, what do feel like? Beer/wine etc. This is a good chance to sell and engage with the customer

• Read your customers, if once they have placed there order but are still lingering over the menu, suggest a starter, Popcorn chicken? Ribs? If they have kids suggest kids burger or popcorn chicken. Or if they are having Poutine check to see if they want to want to take off fries on burgers. The aim here is to both up sell and to ensure your customers have the best experience

• Up selling, This is important, it helps raise the average spend per sale. Do this when a customer orders the following

- Fried chicken sandwich, would you like it Spicy? Would you like cheese or pickles?

- Cheese burger, would you like fries? Double?

- Two piece box. Bread roll and gravy?

And always ask if they want a drink

Once order is placed

• Time permitting to set up the table with cutlery if needed. IF NO TIME TAKE WITH FOOD

Once they have received food.

• Check on customers, sometimes by just walking past, Sometimes its worth asking if everything is ok. Just try and be subtle and not too obtrusive.

• ONCE THEY HAVE FINISHED EATING, Clear the table before they leave. This is best practice and a good chance to see if they enjoyed their meal. Also a chance to ask if they would like a donut? Or another drink?

Farewell

Always say good byes to guests ‘ Thanks for dining with us , see you again soon ‘

To Achieve this you must be in the diner or outside. If you are not and no one is left on floor

You must hand over goodbyes to the chefs for the inside tables.

What do I do if no customers ?

If the diner is empty , what jobs to go on with ?

• At no time shall we just be standing talking and hanging out , there are a list of jobs to be done

DELIVERY

Delivery drivers are treated with the same respect as everyone else, If a driver needs to push through , please just ask them to wait until you are ready