Build sales through your portability program

With dine-in limited, consider ways to get the most from takeout and delivery.

Navigating a portability program can be complex and sometimes time-consuming. A strong program builds sales and repeat business. Consumers are slow to return to dine-in service, so your takeout, delivery, curbside, drive-thru and more will continue to be important to the way consumers dine out.  

Here are key areas of your business to look at when evaluating your program:

1. Taking the order

Treat that online contact or phone call just like a customer walking in for a sit-down meal. Use this checklist to ask yourself whether you’re doing everything you can to make the order process seamless?

• Are there special instructions for pickup or delivery (including contactless options)?
• Is there a specific pickup or delivery time requested?
• If doing curbside pickup, do you have the car make, model and colour?
• Are you adding items to the order by suggesting appetizers, salads and desserts?
• Are you suggesting beverages (especially if you have alcohol options available)?
• Ask if this is for a special occasion as you may want to include something extra with the order.

2. Packing the order

Takeout and delivery efficiency helps maintain your profit margin. Can any of these areas improve your team’s order-building efficiency? 

• Do you have a step-by-step process for assembling orders?
• Is everything needed accessible at a takeout station?
• Are plastic cutlery and condiments needed? You might be able to leave them out.
• Are there cooking or reheating instructions?
• Does the packaging align with your brand?
• Are you using tamper-proof seals on packaging or bags?

3. Presenting the order

Your food is the star of the show, and customers can’t wait to eat. That transaction builds repeat business and loyal customers. Do you have a process for presenting orders to customers?

• Are you acknowledging the customer by name?
• Do you review the order with the customer?
• Have you collected payment if it wasn’t captured at the time of the order?
• Have you thanked the customer by name to encourage repeat business?