Changes to improve Order Accuracy - Hudson Oaks Only

Team,

Each day we serve approximately 1800 guests, which equals about 3600 meals per day. Prior to Covid, our restaurant averaged 97-98% order accuracy, which meant 36-54 guests each day received a wrong order.

Through Covid our scores dropped to low 90s. We changed processes a few times to try and adjust to this drop, but were not successful in improving order accuracy. The drop in order accuracy was not just at our restaurant but across the chain. However, over the past 8 months the chain has returned to their pre-covid order accuracy level average, yet we have not and continue to struggle. This month our order accuracy is around 90%, meaning 180 guests every day, receive an incorrect order. That means close to 5,000 guests this month have something wrong with their order.

Recently, we spoke with restaurants who were having incredible success with order accuracy to get their best practices.

We will be doing a "reset" of our entire process beginning this week so that we can get this right for guests and regain their trust. Changes from order taking to bagging will be required as part of this "reset". Click on each link below to understand the changes to each position.

Order Takers

Baggers

Window/Outside Expeditors

Order takers (inside or outside) will do the following:

Outside Only - As the guest approaches, enter the vehicle description and click guest info. Enter the first 3 letters of the license plate following by a dash (ie: RMK-)

Inside Only - Grab the next table marker, sit it on the counter and enter it into the POS

Greet the guest using your name and ask the guest for their name (never use a ? if your unsure, ask for spelling).

"Hi welcome to Chick-fil-A, my name is Philip. May I have a name for the order?"

Enter their name in the guest info section. (For outside this will be after the license plate info (ie: RMK-John)

Repeat the entire order including specifying number of sauces/condiments (We MUST get this right first!)

"Great, so just to confirm, I've got ________ (order)"

Provide Straws (based on # of beverages)

"Here are __ (#) straws for those beverages today."

Ask if they will be using the CFA app

"Will you be using the Chick-fil-A app to earn points today" (scan app if necessary)

Ask how they. will be paying

"How will you be paying today?"

Take Payment (Cash or Credit)

Return Card/Provide Change if Necessary

Provide Receipt

Provide clear direction on next step.

Drive-Thru " Please look over your receipt to confirm its correct and follow behind the ________(vehicle description) at the merge just ahead."

-Dine In "Please place this table marker on your table, and we'll bring your food out to you."

-Carry Out "If you'll wait over there under the red Pick Up sign, we'll bring your food to you as soon as its ready"

Drive-Thru & Carry Out Baggers:

Our goal is to hand out every guest just 2 bags, one with fries and one with entrees & other sides. We will be changing our sizes of bags to 4#, 12#, 25#, and 40#.

All Entrees all in one bag

All Waffle Fries all in one bag

All Cold Sides all in one bag then placed in entree bag

Side salads and entree salads may still be separate

If there are 2 baggers for Drive-Thru:

Bagger 1 bags entrees and cold sides (including side salads and entree salads)

Bagger 2 verifies number of entrees in entree bag

Bagger 2 bags waffle fries

Bagger 2 puts condiments, sauces, utensils, salad toppings, napkins into entree bag

Changes to our KPS will also be made to make bagging this way easier.

Window/Outside Expeditor

As the vehicle approaches, verify the first 3 letters of the license plate matches the first 3 shown on the guest name

Every guest should be greeted with their name using the vehicle description to confirm as they approach. "Hi, _____(guest name) how are you today? Did every thing look correct on that receipt?"

Confirm sauces/condiments are in entree bag

"Great, I've got those ________(specific sauces/condiments) right here on top. Enjoy your lunch/dinner"