In this episode of The Main Course host Modern Restaurant Management (MRM) Executive Editor Barbara Castiglia discusses the changing guest experience at franchises with TJ Schier, a veteran restaurant operator and consultant. Shier is the author of four books, has been an in-demand trainer for restaurants, and is a Which Wich franchisee.
At the start of 2020, Schier wasn’t focused on off-premise. He was working on a book about generating more catering dollars, something he’s had success with at his restaurant. Then the pandemic hit, requiring a pivot. "Catering orders declined, but it flipped the switch to off-premise with curbside, pickup, drive-thru,” he said.
He then began to make changes in his own restaurant while studying those in the industry that were doing well. “You need the basic things, online ordering and being on third-party delivery apps. You need QR codes for touchless ordering, and you’ll have to answer the phone. Make it as easy as possible for the guest to order,” Schier shared.
A new episode of The Main Course, our podcast series with MarketScale, is served up every Tuesday and Thursday.