Prepping for Success
If you are new to Pickup & Delivery orders, make sure you give this list a good read before your first service.
Remember, the experience for takeaway and delivery is just as important as dining in, and when done right can be just as enjoyable (albeit in a slightly different way)
On the POS
Save time by optimising your register workflows
- Set your Finalise Sale Option to go to the Sales Page - see how here
- Change your Sales Screen default to either New Sales or On Hold Orders - see how here
- Disable the auto logout timer - see how here
- Enable a default Order Type - see how here
- If you're using Bopple, disable email receipts from Lightspeed so the Customer doesn't get two copies - see how here
- Turn on 'Print Customer Details' under receipt options, site information
You've likely made some changes to your menu, so it's key to ensure that everything that needs making/prepping/packing is printing on a production docket - see how here
If you're using a Bump Screen or Bump-It, be sure to update the configuration there too
Set up a Collection Pass
With the current situation, we suggest reworking how people interact with the space in your store. To ensure the most effective workflow, while helping people limit their physical proximity, we suggest
- Closing access to as much of your store as possible, if you can, serve through a window, or your front door
- Do you best to ensure there is a good amount of bench space for placing orders down for collection, this will also help delivery drivers load their hot bags
- Provide access to hand sanitiser, and encourage any delivery drivers to use it before collection any orders
- Set up a docket rail at the collection pass that will hold a receipt for each order.
- The receipt will show the customer info as well as the entire order so you can use it to ensure everything is there before the order leaves the store...(don't forget the drinks!)
When things get busy, it's important to ensure there is complete clarity on what orders have been accepted, where they're at, and who they're for. We recommend that for every order received via online sources you:
- Review the order to ensure you can fulfil it
- If you're sold out of something, try calling the Customer to negotiate an alternative, otherwise you can reject and note the reason
- Accept once you're confident you can fulfil
- Print a subtotal receipt from the menu to add to the docket rail
- Once the order is ready to go, staple the receipt and your business card/menu to the bag or slot it into a box, etc.
- If you can, when an order has multiple items, note this on the packaging or even print multiple copies of the subtotal to help minimise confusion
Working with Delivery Drivers
- Greet delivery drivers warmly (remember it's not an easy job)
- Encourage them to use hand sanitiser before collecting
- Confirm the orders they are collecting (sometimes it will be two orders at once)
- Make sure they have their hot bag
- Double-check they have everything, including sides and drinks!
- If they are collecting more than one order, help them out with notes on the packaging to ensure they don't get mixed up.
Here are a few other tips that might help save you a headache later.
- Make sure you've got plenty of takeaway packaging (biodegradable if you can!)
- Optimise your kitchen layout so packaging is close enough to production areas
- Use Large coffee cups even for Regular coffee orders (so they don’t spill)
Promote, promote, promote
We've prepped a helpful guide on how to promote your online experience here