FSR March 2023

EDUCATE YOURSELF QSR ’s webinar series tackles hot topics in foodservice—and best of all,

of a package; it’s a curriculum. Comments like that are answered with ‘Yeah, but it’s going to make you faster at it, and it’s just reinforcing the information. And then people say OK, I get it.’ HOW HAS THE NEW SYSTEM HELPED YOUR SERVERS? We always want to maintain our stance that every thing we say and everything we do is genuine; we’re not making stuff up. So, the most important thing is for our teammembers to be well informed because the best interaction is natural. If they can answer quickly as opposed to just reading the script off, that’s very important for them. For example, with bartenders, when someone says, ‘This is a pretty good beer, but it might be a little hoppy for me. I’d like to try something else,’ we encourage them to add personal touches. We let our team mem bers share their personal experiences. That’s really one of the hardest questions. We train all the time, and the most challenging ques tion you get is, ‘What’s your favorite hot dog, burger, or beer. What we like to say is you can have a favorite, because at Dog Haus, the menu is so wide. You can eat light, or you can leave with a very full stomach; there’s a wide selection. But you really have to contextualize what they are in the mood for, because it demonstrates to the receiver that staff know more than just the menu. When someone asks, ‘What’s your favor ite?’ and the question is answered with an immediate item, it does not allow for the teammember to educate the customer on our full menu. We’re in the middle of opening about seven locations, so it’s crazy. Everyone is onboarding at different times and we’re making sure everyone is playing the fran chisee game, the employee game, the general manager game—all of this curriculum we have out there. Pretty much everybody that’s part of the Dog Haus world is using technology because our brand is very technol ogy-forward, and that attracts a lot of franchisees to us. When we go through Discovery Days, they ask me to tell them more about the technology, about what type of general manager they should hire. In the past, if you were lucky, you would hire some one to run your store with 20 or 30 years of experience who came out of some of the best restaurant brands that we all know today. But my question is, how adaptable are they and how comfortable are they with technology? Because we use a lot of tech at Dog Haus, and if you hire someone that’s not comfortable with tech, that’s a problem.  WHY IS THIS PROGRAM THE RIGHT FIT FOR YOUR COMPANY CULTURE?

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108 INDUSTRY-WIDE ISSUE

MARCH 2023

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2/15/23 10:52 AM