Learn how to connect with guests and improve their experience despite being separated by delivery.
FREE E-Book Download
The Off-Premise Restaurant
by Restaurant Experts
Scott Landers is the Co-Founder of Figure 8 Logistics, a digital service that is helping to pioneer the world’s leading food delivery experts of tomorrow. From workshops and industry insights to on-demand support, Figure 8 Logistics truly lends a helping hand to those look to commandeer food delivery systems. Tune in to hear Scott’s expertise and first hand experience pertaining digital systems!
Here are a few highlights from this episode:
Featured takeaway: Understanding the guest through the meal experience
“In delivery, we might prep, bag, and send the food off, but we do not deliver it. There is a lot of control that is not in our hands. We know that that food changes with time so while it might be hot when heaving the restaurant, twenty minutes later, after bumping around on a bike, particularly if it’s cold outside, that food is going to change and not be as good . . .
Guests don’t associate the subpar quality with DoorDash, they associate it with your restaurant. You have to make sure that your understanding and experience with the meal is the same as your guest or else there will be a huge disconnect when it comes to delivery”
What is the most important aspect of the guest experience?
Time and convenience.
“When considering delivery/ self pickup, when guests are done with a long day at work, they want to place their order, walk into the restaurant, and walk out. Guests don’t have to wait more than a second. People are placing value on their own time and this is something that restaurants can really lean into to create an efficient and positive guest experience.”
What are some successful tactics you’ve seen or tried lately?
“Less is more. Not only in the supply chain sense of less is more regarding packaging, but recognizing that it’s hard to to staff kitchens even to base levels . . .
And that translates to delivery as: how do you build a system that allows restaurants to be more effective with what little time and resources available.”
Who deserves an Ovation in the restaurant industry?
“I’m going for the delivery side of the restaurant industry. Los Deliveristas is a workers advocacy group based here in New York. They are built by and for delivery drivers and advocate for the rights, responsibilities, and roles of delivery drivers in the restaurant industry.”
Thanks for reading! Make sure to check out the whole episode, as well as other interviews with restaurant gurus by checking out “Give an Ovation: A Podcast For Restaurants” on ovationup.com/podcast or your favorite place to listen to podcasts.