Customer Service

[blump]

On average, how long does it take to serve your customers from the time they order until you deliver their meal. I understand that some orders take longer than others, i.e. sandwich vs. plate. We just finished our first event and we averaged 1.4 minutes. Is that good? Bad? Average? I am asking because we have a huge event in 3 weeks and have been told to expect long lines, 75 - 100 people at once. Thanks.
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Ole Hickory SSE

[Jarhead]

If you were #100 in line, would you wait 2 hours and 20 minutes for something to eat?
You're gonna need some help to be able to keep those customers, that are in line.
I don't know your setup or what you are serving, but with that many people in line, I would put somebody working the line with a receipt book taking orders. Hand the customer the order, then they present it to the cashier, pay their bill and go to the next station.
Somebody should be dedicated to making sammies and another picking orders and drinks.
Condiments and napkins are self serve.
15-20 seconds max. per customer. Less if your crew is working as a fine tuned machine.
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Gunny 3073/4044/8411

Jarhead's World Blog
KCBS CBJ & HMFIC Debbie's Q Shack

[daddywoofdawg]

+1
Make sure your prices are even numbers so you can hand a five and a couple ones and be done with them.If your doing cans of soda the order taker can have a cooler next to them with the sodas,the order taker takes the order,hands the soda,customer move to the pay place, pays moves to the pick up window.If you don't want the sodas at the order place then,the pay place.The pick up place is usually the slowest spot;check orders ask about what the sauces are,where are the napkins,etc.If they have a drink already they don't mind waiting as much.But you need them to order ASAP or they will walk to a shorter line.And slow down a little with a short line (3-5 people),a line draws people.Long lines and they move on.
Also make as few choices as possible otherwise they will stand there at the order window thinking what they want,and then asking every one with them what they want slowing down the line.I.E don't have 7 choices of side but 2-3. with or with out slaw etc.for the prep people less mistakes.You'll fine tune it but think what process you have to do from the order though the pick-up incl the kitchen steps.Think streamline,and have your staff practice before you open, so everyone can get the hang of the process.
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Good BBQ is all smoke and beers!
The Dawghouse Custom vertical Gasser
Custom Made offset smoker
Char grill smoker
Weber kettle

[Bestiverhad]

In a big crowd, we keep it simple and only do sammies, nachos, and drinks. Ribs or brats when we can.

We man positions as:
One dedicated sammie maker.
One at the window taking orders and filling orders, and at least one in support. Support being keeping the sammie maker supplied, cold drinks ahead, helping with Nachos, tending the cooker, supply and clean the condiment table, (it gets to looking like pigs were there), and an array of other things. It all works best when we have 4 crew.

Our drink cooler is right below the serving window counter, so nice and close for working the window.

When we get busy the sammie maker is not even listening to orders, just making sammies as fast as he can. The window gal only has to grab sammies as she needs them and the sammie maker continually fills the rack back up in a rotation so always fresh sammies going out. If the sammie maker watches the line, he will never have cold sammies in the rack.

It's always good to have a line. It seems to draw others in, so when it is winding down, slow down a little to keep a few at the window. =^)

When this is all working, we are able to serve well over 100 per hour and are now getting bottleneck at the condiment table. Maybe need it to set away from the trailer.

Been a great season so far.
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Tender - Juicy - Smoky - Goodness

"What would you like to drink with that?"

[blump]

Thanks for the advice. Keep them coming. Our first event last weekend was a huge success but we know we need to be faster.
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Ole Hickory SSE

[Bestiverhad]

Faster is great, up to a point.

Don't forget that quality of product is our number one objective.

I always stress to the sammie maker, whether it's me or my son, "The sammie maker is the last line of defense against any bits of cartilage, veins, or blobs of fat that may have been missed"
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Tender - Juicy - Smoky - Goodness

"What would you like to drink with that?"

[cjschuckwagon]

we limit menu items, have dedicated line assembly, one cashier, and we put all of our drinks in a large ice chest opposite the condiment table, "drinks are 1 dollar help yourself " often once they learn, they throw a buck and help themselves, save us considerable time, and the customers will fix their food, then grab as they go....cj