When staff don't know how to use a new ordering system, you end up with angry customers and frustrated employees. A key part of the successful implementation of a restaurant online order management system is to make sure your staff know exactly how to use it. While they may also need generic training on the system platform, they have to know exactly how orders are placed by customers using your system and how that translates to an order being served in the restaurant or readied for delivery.
An Overall Concept Helps Structure Successful Training
Order management systems are generally made up of sections that take care of ordering, fulfillment and payment. For restaurants, these functions are usually split into in-restaurant dining and take-out/delivery. Your customized order management system may have additional sections that you want to include in the training. Creating an overall structure and familiarizing staff with it helps them see how their job fits into the system.
Employee Buy-In Helps Drive Training Success
Staff are often sceptical of changes imposed by management unless they can see how the change is an improvement. For employees, improvements are changes that let them work more efficiently or make their job easier. This can include higher customer satisfaction rates, which lets staff reduce stressful interactions with angry customers.
Well-run online order management systems can make restaurant ordering more efficient. Customers can take their time making their selections and there is a clear record of orders with no ambiguity. Before starting the training, check for concrete employee benefits for the different types of jobs. Overall, revenue should increase, tips may be better and job stress may be lower.
Hands-On Training is the Most Effective
Before starting the training, determine how you can let employees place and execute orders on the system without entering them into your company records. Many systems have testing or training modes that let employees explore system functions without booking the orders. Employees should be able to experience how customers place orders, make choices and add tips. They can then make the connections between customer order placement and what they have to do in their job as a result. Such hands-on training gives the staff the confidence they need when dealing with customers within the new system.
Orienting Training Toward Different Job Functions Saves Time
Not all employees have to know everything about the system. Once they have gained a conceptual overview, their training should be specific to their job. Such training modules identify what information the employee needs to carry out a specific job function. The module then shows the employee how to get the information needed and details what additional steps are required by the ordering system to make sure everyone works in an integrated fashion. When each employee can carry out the steps of their module, the whole online ordering system will work efficiently.
Conducting Testing Makes Sure Everyone Knows What to Do
Once you have completed the training, you have to make sure each employee has learned what they need to know. A fun way of testing the effectiveness of your training is to have an employee play the part of a customer and place an order. Different employees can play customers with different characteristics, problem customers and customers who make mistakes. A comprehensive testing session makes sure that your customers are dealt with efficiently for normal order placement and that employees know what to do when things go wrong.
Follow-up Training Can Improve Performance
Even the best training can't cover all eventualities. A great way of finding issues for follow-up training is to ask employees to take brief notes when they or your customers have problems. When a number of such problems have been identified, a short follow-up training session can help address issues. Sometimes a simple discussion group, where employees describe the problem and find solutions, is effective in helping improve system performance. Often problems identified by one employee may already have been solved by others and there can be an exchange of experiences. Regular sessions like this keep staff engaged and focused on improving how the system works.
The above training features will work for any online order management system but you may have to customize them for your needs. You want your customers to be able to place orders easily and intuitively, to serve or deliver the orders quickly and reliably, and to provide a clear payment facility. When you show your employees how the order management system improves operations and train them to use it competently, you can achieve those aims.