Ways to Improve Speed of Service in Quick-Service Restaurants (QSRs)
Put yourself in your customers’ shoes for a minute. It’s been a long day, time is tight, and all you’re looking for is a quick and affordable bite to eat. This is exactly the space that the quick-service restaurant (QSR) occupies. But when we lose the “quick” in “quick service,” the value proposition starts to fall apart. In this industry, seconds matter, and making sure that your speed of service is as good as it can be is the difference between a repeat customer and a 1-star review.
Train Staff for Faster Service
Training might seem like an obvious solution, but it’s often overlooked when it comes to improving speed of service. Properly training managers and team members alike to handle the busiest moments will set up your locations for success. Setting the expectation early that speed is one of the most important aspects of the job helps establish a strong foundation. Providing real-time feedback and addressing potential problems before they become habits are also essential to ensuring that your service speed remains a top priority.
Utilize Technology
There’s no shortage of options when it comes to technology available to QSRs, and choosing the right tools can make all the difference. Being stuck with outdated point-of-sale (POS) systems can significantly slow down operations. Upgrading them is an easy solution that can greatly improve your speed of service. In addition, tools that properly forecast upcoming rushes are key to maintaining the appropriate staffing and inventory levels.
A great example of this in action is Wingstop’s rollout of its new Smart Kitchen technology. This system not only features useful touch-screen displays, but also forecasts product demand in 15-minute intervals. This has significantly reduced customer wait times, cutting the average from 20 minutes to just 10. It has also allowed Wingstop to deliver orders in less than 30 minutes. Not only has this new technology greatly increased customer satisfaction, but it’s also increased accuracy and consistency.
Analyze Data to Identify Speed Barriers
Operations can seem hard to analyze at times. Luckily, with all the leaps forward in technology, it’s become easier than ever to review data to see where the problems are. Bottlenecks become highly visible and addressable when crunching the numbers. There could be certain times throughout the day that need to be addressed, or even entire days that can be shuffled around to improve efficiency. By knowing where the holes are, the right solutions can be pushed to fill them.
Speed Up Your Drive-Thru
We all know how important the drive-thru is. If there’s one area to ensure your speed of service is top-notch, this is it. Customers can see a long drive-thru line from a considerable distance away and decide to never even pull in. While the above points are also valid here, there are other ways to improve the drive-thru experience. For instance, menu boards ahead of where the order will be placed give customers a chance to decide on their order in advance, which can help mitigate longer wait times.
Staff for Peak Service Efficiency
Running a lean staff is something that often needs to happen to protect already thin margins. The key here is to identify when it’s appropriate to run lean and when more staffing is needed. If a store runs so lean that it struggles to manage its busiest periods without sacrificing speed and efficiency, then it is not operating as well as it could be. Making sure all bases are covered at all times is the ideal situation. Cross-training effectively will allow team members to be more flexible and provide coverage where needed, therefore improving overall operations and service times.
Speed Equals Restaurant Success
In the world of QSRs, speed is a core part of your brand. Customers choose fast-food restaurants because they expect fast, consistent service. When your locations deliver on that expectation, you not only earn a sale, but also long-term loyalty. From the front counter to the drive-thru, every second counts. By investing in training, leveraging the right technology, analyzing performance data, and staffing smartly, you create an experience that makes customers want to come back. When you prioritize service speed, you’re guaranteed to see an increase in customer satisfaction, repeat visits, and revenue.