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In this special episode of Making Dough Show, we are answering a question from one of our avid podcast listeners, Rich, a Restaurant FOH Manager from Asheville, North Carolina.
Rich's query is about how to reduce mistakes when it comes to order-taking.
We all know that in the restaurant business, order accuracy is very critical. Inaccurate order can cause problems in restaurants.
Order accuracy is not only about providing excellent service, but it also concerns the customer's safety. For instance, some customers give special instructions because they may have allergies with a particular ingredient in the dish.
As part of our company's commitment to providing consistent order accuracy for our customers, here are some tips we can share:
1. Document all the FOH mistakes. What are the mistakes, and who makes the mistakes?
2. Conduct pop-quizzes as part of their training, specifically for Menu and POS knowledge.
3. Implement order-taking accuracy techniques:
Repeat back every order
Talk as you do
Slow down customers
4. Give consequences to those who commit mistakes:
Make scores and errors per person public
Retake menu/POS quiz
Rewatch video training
Make them apologize to the customer and the team
Order accuracy is a crucial part of any restaurant's success story. Our employees need to know that what matters to us as restaurant owners or managers should matter to each and everyone in the company.