#nostalgia #tvcommercials #videogamecommercials #gamingcommercials #oldvideogamecommercials #90scommercials #90sads #1990scommercials #2000scommercials #2000sads #2001commercials #1991 #1992 #blockbuster #tacobell #nintendo #nintendocommercials #mcdonalds #dailymotion #youtube #facebook #twitter #twitch #motiongraphics #deezer #tv #dlive #instagram #stream #motion #twitchstreamer #fightingmentalillness #twitchclips #twitchretweet #twitchaffiliate #twitchshare #ant #scribaland #tiktok #greece #spotify #gelio #games #vimeo #google #motionmate #youtuber #greekquotes
Category
π₯
Short filmTranscript
00:00We're having a big day today. Get your coffee for you here, and we'll see you that you get on your way.
00:16There we go. There you are, Peter. Thank you.
00:20We get a lot of customers like Peter who are regulars, but the restaurant business is very competitive.
00:26There are a lot of very good people in their industry who are working very hard to make sure their restaurant is the customer's choice.
00:34To become the public's favorite takes good food, cleanliness, and good service.
00:39Good service involves much more than just getting food from the back line to the customer.
00:44It means serving the customer. It means seeing your restaurant as your customer does.
00:50Treating the customer in a way that leaves him feeling good about himself, about you, and about Hardee's.
00:56Thank you, and come back to Hardee's.
00:59Very nice, suggestive selling, Jim.
01:01Hi, welcome to Hardee's.
01:02Our service procedure on the front line and the drive-thru service are designed to maximize our level of service.
01:08But good service is more than just following the book.
01:11Our service procedures require your enthusiasm, your sincerity, your human touch to bring them to life.
01:18These procedures don't deal with handling hamburgers, buns, or condiments.
01:24They deal with handling people.
01:27We've identified some of the service skills you'll want to keep in mind.
01:30The way you look to customers and the way you look at them means a lot.
01:35Maintain good eye contact and smile.
01:38Would you like a big cookie with that order?
01:41Yes, please.
01:42Fine.
01:43The way you say something can mean as much as what you say.
01:47Speak in a friendly, outgoing way.
01:50Know your job, be a good team player, and concentrate.
01:54Your customers will know whether you're on the ball.
01:58Move quickly.
01:58If you convey a sense of enthusiasm and urgency about getting the order to your customer,
02:04the customer will feel important and will appreciate it.
02:07And sell.
02:09You're a host, a server, and a salesman.
02:12Our cinnamon and raisin biscuits are homemade, so let your customers know we're proud of them.
02:17And be sure to tell your customers about any special promotions we may be running.
02:23The customer's first impression of Hardee's is formed before he even comes in the door.
02:28The way the grounds around your restaurant look can affect a customer's appetite.
02:33The times that form lasting impressions of Hardee's in our customers' minds are our moments of truth.
02:41The customer's first impression of you is a crucial moment of truth.
02:46When the customer arrives, don't wait for him to talk.
02:48Smile and greet him.
02:50Make him feel welcome.
02:52Look pleasant.
02:54Remember, you're making a first impression.
02:55You'll find that if you learn the names of your regular customers and greet them by name,
03:01they'll appreciate it and will remember you, too.
03:05Customers are turned off by a greeting that sounds like a memorized speech.
03:09Welcome to Dinko's, home of the Dinko delight.
03:12How may I be of service to you today?
03:14If you vary what you say in your greeting of customers, you'll sound more sincere.
03:22Sincerity is one of those things that people can't easily describe, but they know it when they see it.
03:27The key to being sincere is to be yourself.
03:30Even though we want to smile and greet our customers as soon as they approach the serving counter,
03:36it's not always appropriate to ask for their orders right away.
03:39Many people will know exactly what they want when they come in.
03:43But if you notice the customer gazing at the menu board, give him a minute.
03:46Or suggest a sandwich he might like.
03:48Suggestive selling can often help the customer.
04:02It can encourage him to sample something on our menu he hasn't tried yet.
04:05And it builds our business.
04:07Now you're ready to take the order.
04:09This may be a good time to ask the customer if he plans to eat in the dining room.
04:13If you have someone to help you, they'll know right away whether to get a tray or a bag.
04:17Other appropriate times are when you smile and greet him, or after you've finished taking the order.
04:23Pay attention to what the customer says while ordering, so you're sure you're getting the order right.
04:31Suggesting a large size when the order does not specify size is called selling up.
04:38Enter the order on your terminal, being sure to clarify sizes.
04:43Save any other questions you may have so the customer can keep his train of thought.
04:46Would that be for here?
04:48Yes.
04:49When the customer is through, ask whatever questions you may still have.
04:53Out of five?
04:53If you did not have an opportunity to sell up, suggest something to round out the meal, an add-on, like a big cookie.
05:01That's suggestive selling, too.
05:06Avoid the phrase,
05:08Is that all?
05:09It encourages the customer to stop right there.
05:12Suggestive selling is just that, a suggestion.
05:17We don't want to turn our customers off by being pushy about it.
05:20So limit your suggestions to one sell-up or one add-on.
05:24Be positive in your approach.
05:26Learn the best timing for your suggestions.
05:29And as always, be pleasant.
05:31One thing to remember is that we never suggestive sell to children.
05:35Children are much too susceptible to suggestions and may not realize that we're offering to sell them something, not give it to them.
05:43When you total the order, tell the customer the amount due.
05:47If the customer has his money ready, take it then.
05:57If not, begin assembling the order.
05:59This accomplishes two things.
06:01It's an efficient use of time, and it relieves the customer of being in the uncomfortable position of fumbling for change while you and other customers watch and wait.
06:09When the customer gives you money, repeat the amount due and the amount he's given you.
06:17That'll be $259 out of $5.
06:20Place whatever bills the customer gives you across the drawer and leave them there until he acknowledges receipt of his change.
06:27There's no room for confusion about how much you were given if it's kept separate from the rest of the money in the cash drawer.
06:33That's $41.
06:35One and two.
06:37When making change, be very methodical.
06:40Do one thing at a time.
06:42It may take a bit longer, but you're less likely to make a mistake.
06:46Don't hesitate to ask your manager for help in a situation like this.
06:50When receipt of the change is acknowledged, place whatever bills you were given in their proper slots, all facing the same direction, and close the cash drawer.
07:00Remember to repeat all to-go orders to be sure you've included everything.
07:05Thank you, and come back and see us.
07:07We began assembling dining room orders by placing a paper tray liner on a clean plastic food tray.
07:14The proper order to follow when assembling orders is beverages first,
07:18then sandwiches or platters.
07:23Move items from the transfer cabinet to the customer's tray, using one hand for each item.
07:28Desserts, and then side orders.
07:35Be careful not to let cold items touch hot items on the tray.
07:38It's best to place sandwiches in the center, side orders such as french fries on one side, and drinks on the other side.
07:46Whenever possible, keep french fries and hash rounds upright by leaning them against a sandwich box on the tray.
07:52When the order is assembled, slide the tray toward the customer with a smile.
07:57We close the order with a thank you and an invitation to come back to Hardee's.
08:02Of course, the assembly procedure is different for takeout orders.
08:09Sometimes, though, a customer will request that they be put in a bag.
08:21When that happens, be sure to put the drinks in a bag that will hold them securely,
08:26and never put more than four drinks in one bag.
08:30Be careful not to bag hot and cold drinks together, and not to bag drinks with food.
08:35Each cold drink order includes one straw.
08:39We get a bag open before assembling the order.
08:42Open it with your hand, not by popping it.
08:46Place the order inside carefully.
08:48Don't crush the food.
08:50It's best to support the bottom of the bag with one hand,
08:53and load the food into it from the transfer cabinet with your free hand.
08:57Boxed items go in the bag first.
09:00Wrapped items next, and side orders last.
09:04Be sure that french fries and hash rounds are placed upright in the bag,
09:09and that big cookies and turnovers lie flat.
09:12Fold the top of the bag neatly over twice,
09:15and present the order to the customer with the Hardee's logo facing him.
09:19Sometimes, a customer will ask that a sandwich be dressed differently than usual.
09:24You may need to charge extra for some condiments, so check with your manager.
09:28This is called a grill order.
09:30Be sure to tell your customer that it'll take a few moments
09:33to fill his special request.
09:37When the grill order is ready, the control person on the back line will call you by name to tell you.
09:43Remember, your customer hears your communication with the people on the back line,
09:47so keep it courteous, and don't scream back and forth.
09:51Another of your responsibilities in assembling orders for customers is to be sure that everyone who comes in gets food that is fresh.
09:59Make sure that what should be hot is hot, and what should be cold is cold.
10:05We assure the freshness of our sandwiches by controlling the time we hold them.
10:11We do this by using timing numbers.
10:13We don't want to serve a sandwich that's been held longer than it should be.
10:17The numbers go from 1 to 12, and correspond to the numbers on the face of a clock.
10:23Check the number behind a sandwich against the front line clock or with your watch.
10:29If the minute hand is at or past that number, the sandwich must be discarded.
10:33Talk to your manager about your restaurant's procedure for discarding food and keeping a record of what is discarded.
10:41Sandwiches, of course, are prepared on the back line, but you prepare drinks up front.
10:47For soft drinks, get the correct size cup and fill it half full of ice.
10:53Always use an ice scoop to protect the cup from being crushed.
10:57Then fill the cup to within one quarter inch of the top, cap it, and serve it with a straw.
11:05Follow the same procedure when serving iced tea, but completely fill the cup with ice.
11:11Remember to offer sugar or sweetener.
11:15For hot tea, fill a 10-ounce hot cup with hot water, cap it, and serve it with a tea bag.
11:22Offer the customer sugar or sweetener, lemon, and a stirrer.
11:26We use the same 10-ounce hot cup for coffee.
11:29Fill it, cap it, and offer the customer cream, sugar, or sweetener, and a stirrer.
11:35Ask your manager how your restaurant mixes milkshakes.
11:39When serving orange juice, inspect the foil seal.
11:43Don't serve the juice if the seal is bulging or broken.
11:46A bulging seal is a sign that the juice is spoiled.
11:50Also check to see that the juice is thawed.
11:53If it is not, don't serve it.
11:56After you've inspected the juice, shake it up for the customer and serve it with a straw.
12:03Before serving milk, check the discard date that's stamped on the top of the fold of the container.
12:08Do not serve milk if it is out of date.
12:12One way we measure our service is by the amount of time it takes to fill a customer's order.
12:17Service time is measured from the second you total the order until the second the full order is presented to the customer.
12:24During breakfast and lunch, our goal is to serve each customer in 45 seconds or less.
12:30During peak dinner periods, we aim for a service time of 60 seconds or less.
12:35Along with speed goes a sense of urgency about filling the customer's order.
12:40Make the customer feel that his order is top priority.
12:43Be alert, energetic, and never ignore your customer.
12:47Keep your attention toward the front.
12:49That lets our customers know we care.
13:03Keep in mind that service time is just one component of service.
13:07Accuracy and courtesy count just as much as speed.
13:10In fact, the three are interrelated.
13:12If you fail at one, you can still save the situation.
13:15But if you fail two out of three, your customer's visit to Hard A's will probably not be remembered fondly.
13:21We get a lot of special requests on the front line.
13:24For example, a customer may want to use the phone.
13:27The phone is behind the counter, so we usually can't offer that courtesy.
13:30However, in an emergency, your manager may choose to make a call for a customer.
13:35Accidents do happen, and when they do, we have an opportunity to impress our customers with especially good service.
13:43When a customer spills something, try to lessen his embarrassment, replace what was dropped without charge, and clean it up right away.
13:51Sometimes you'll be asked to give advice or directions.
13:55Here, too, you can show good service by being courteous.
14:00You'll find that some customers need special assistance.
14:03A mother with a baby in one hand and packages from shopping in the other may need your assistance in putting the packages on the counter so she can get to her pocketbook to pay for her water.
14:13She may even ask you to warm a baby bottle for her.
14:16An elderly customer may need your patience and indulgence, even though there are others waiting impatiently in line.
14:23Let compassion and your manager's instructions be your guide in situations like this.
14:29Sometimes we're asked to put coffee in a thermos. We can do that. Just charge them as though you had served a cup of coffee.
14:36Now, let's review the key points in frontline service.
14:41There are three components to service. Speed, accuracy, and courtesy.
14:48The quality of Hardy's service is just as important as the quality of our food.
14:54Taking a customer's order involves five main goals.
14:58Smiling and greeting the customer.
15:01Taking the order and making suggestions.
15:04Handling the money transaction.
15:08Assembling the order and closing the order.
15:16Place grill orders first.
15:18Then assemble the rest of the order.
15:21Remember to watch your timing numbers to ensure product quality.
15:25Keep hot and cold items separate when bagging orders to go.
15:31When presenting a takeout order, tell the customer what's in the bags to be sure the order has been filled properly.
15:38And keep our service time goals in mind.
15:4145 seconds or less during breakfast and lunch.
15:4460 seconds or less during peak dinner hours.
15:48Most of all, remember we're not just selling food.
15:52We're selling Hardy's service.
15:54Our ultimate goal is to give the most efficient and courteous service possible to each and every customer.
16:00Now that we've covered the basics of frontline service.
16:02We're going to take a look at some special services.
16:04You'll need to know how to handle these when they come up.
16:10Waiting on children takes a special knack.
16:11Children are very important to Hardee's.
16:12We're going to take a look at some special situations.
16:13You'll need to know how to handle these when they come up.
16:17Waiting on children takes a special knack.
16:26Children are very important to Hardee's.
16:27Many times they decide where the family will eat.
16:29Just like anyone else, children remember where they've been treated for the first time.
16:32The food is very important to Hardee's.
16:35on children takes a special knack. Children are very important to Hardee's.
16:40Many times they decide where the family will eat. Just like anyone else, children
16:46remember where they've been treated well, so service is no less important when
16:50your customer is small. Make the child feel just as important as anyone else.
16:55Don't overlook a child in line thinking that he must be with an adult. When
17:01taking an order from a child, bend over the counter a bit if necessary so
17:05you can hear better and be patient. A child may not have a lot of
17:15experience ordering for himself and he may be nervous. We don't suggestive sell to
17:21children. It may confuse them. When you're assembling an order for a child,
17:26remember that children can't carry as much as adults, so make it easy on the
17:30child. Making change for children requires special care. If the change in
17:36the order appears to be more than the child can handle, put the change in a
17:40small bag, fold it closed, and write the word change on the bag and always put a
17:47receipt in the bag. As with any customer, thank the child for coming to Hardee's.
17:53We do our best at Hardee's to keep things running smoothly so our customers
17:59don't have to wait. But occasionally there are delays, either because of grill
18:04orders or because production of sandwiches has hit a snag on the back line. When
18:09that happens, explain the delay to your customer. If you have time, chat with him
18:13for a moment. If not, wait on your next customer. If the delay exceeds five minutes,
18:18let your manager know. Also call on your manager if there's a complaint you feel
18:23uncomfortable handling. A complaining customer must be handled delicately. Try
18:28to show concern without admitting fault. Serving the customer is a team effort, so
18:34when you have a free moment, see if there are any other employees who need a hand.
18:38And when all waiting customers have been served, go to your backup or secondary
18:43assignment. Remember to keep your workstation clean. This is something we do
18:48routinely as we work. When dealing with customers, you'll learn not to take it
18:53personally when your efforts at suggestive selling are rejected. You'll
18:58learn not to let one disagreeable customer ruin your whole day. In time,
19:02you'll develop your own style of service. We're not all alike. Each of us has a
19:07distinctive personality. So be yourself. So remember, the keys to good service are
19:14speed, accuracy, courtesy. Your friendly disposition is important to our customers.
19:20There are enough hassles in the world and we want people to feel they can come to us
19:24for a break from all that. So smile, make good eye contact, be personable and
19:30professional, and give the customer the same kind of service you would expect if
19:34you were in their place. Hi Mary, how are you doing today? May I take your order please?
19:41Jim, you know how people respond to your smile on the front line? Yes. Well, when you work the drive-thru
20:10station, people can't see your smile, they have to hear it. Hear it? That's right. A smile
20:15can be heard. It comes across loud and clear through the tone of your voice, and
20:19that smile is a very big part of our drive-thru service. That's why we're out
20:23here. I want you to listen to Janet as she greets some customers. Now, once you've
20:27heard what the drive-thru speaker sounds like, you'll have a better idea of what
20:31to do to make your voice come through more clearly. Now, when you talk through the
20:35speaker, be sure you speak clearly and distinctly, and remember to keep your
20:39microphone open from the very first word to the very last. Think of yourself as a
20:45radio DJ. Everything you want to communicate has to come through your
20:49voice, except your job is a lot easier than that of a DJ because you have the
20:53undivided attention of your audience. Okay, here comes a customer now. Now,
20:58remember that we have to greet all drive-thru customers within 10 seconds of
21:02they're driving up.
21:08Did you notice that Janet didn't refer to the customer as sir or ma'am? That's
21:13because if you do, you'll often find that you guessed wrong. Did you hear that? If
21:20there's a coupon promotion going on, find out if the customer has any coupons
21:23before you total the order. Then, remember to read the order back to the
21:28customer to prevent any confusion or errors. And remember what you learned
21:32about suggestive selling. It applies just as much here as it does on the front line.
21:36Okay, once the order is taken, then tell the customer the amount due and then ask that they drive up to the window.
21:49Okay, let's go inside now and look at the next steps.
21:53Okay.
21:54Now, while the customer is driving around, start getting his drinks and group them
22:03together on the counter. Be careful not to mix them up. Be sure each one is capped
22:07and has a straw. Now, just like on the front line, use a carryout tray for two or more
22:13drinks or a bag if that's what the customer asks for. Next, assemble all the food and be
22:20sure to include all the right condiments. When the customer pulls up to the window,
22:25greet him again and this time show him that smile. Let him see it. Then repeat the amount due and take
22:31his money. Hello, the order comes to 370 please. After you make the change, fold the top of the bag neatly
22:39over twice and it to the customer with the Hardee's logo facing them. If there's a receipt in the bag,
22:48keep it under the bag and give it to the customer with his order if he asks for it. Service time at
22:53the drive-through is measured from the time the customer drives up to the window until the time
22:58he's been given his order. It shouldn't take any longer than 30 seconds. There may be as many as four
23:04people working the drive-through station during rushes. With that many people, everybody has to know what's
23:09going on if we're going to get anything done. Now, when there are two or more people in the drive-through
23:16station, the first person is the cashier and the order taker and the second person assembles the food
23:25and drink. With three people, the first person is the order taker, the second is the cashier,
23:43and the third assembles the food and drinks. The jobs are even more specific when four people are assigned
23:59to the drive-through. The first takes the order, the second gets the drinks, the third assembles the food
24:07orders, and the fourth is the cashier. Teamwork is especially important at the drive-through station, but you've
24:24always got to remember the customer. He's the most important person in this transaction and his needs must be met.
24:30If a drive-through customer gives you a grill order and it's not ready by the time he reaches
24:35the serving window, tell him his order is being prepared, collect for the order, and give him his
24:40drinks. Now, if it appears that your customer will have to wait longer than 30 seconds and there's a line
24:45of cars in back of him, write down the description of the car and ask him to drive to a designated parking
24:51space. Explain to him that his order is being prepared and that he's being asked to move so others in line
24:57won't have to wait. Now, unless your customer specifically asked you to, don't deliver a partial food order.
25:04See, it's always better if a food order is delivered all at once. Once you've asked a customer to wait, make sure
25:10he's not forgotten. When his order is ready, assemble it and have it delivered immediately to his car.
25:17Now, it's important that the drive-through station isn't left unattended. If you have to leave for a minute,
25:22let me or the manager on duty know. Now, just like when you're working the front line, if you have any
25:29slack time, we'll go to your backup or secondary assignments. Okay? Now, let's go over some of the
25:35main points about the drive-through station. Greet your customers within 10 seconds of their arrival at
25:43the menu board. Never address customers as ma'am or sir when speaking to them through the speaker.
25:49You may be wrong. Make sure your smile is heard. Your personality counts. Always collect the money
25:57before handing any food or beverages to a customer. When the drive-through is staffed by more than one
26:03person, do your own job. Then help your fellow workers as necessary to speed drive-through service.
26:10Always give the customer straws, napkins, and other condiments with their drive-through order.
26:15And remember, our goal is to serve drive-through customers within 30 seconds of their arrival at
26:21the drive-through window, even in peak periods. Now, do you think you've got all that?
26:27Yeah, I think so. It's a lot like running the front line. Yes, it is. And there are a few extra
26:31things to keep in mind. And to help you remember, here's a memory jogger for the drive-through service.
26:36Thanks. Now, I want you to work with Janet. She's going to be able to help you and answer any questions
26:42you may have. Okay. Well, sounds like you got your first drive-through customer. Well, here goes.
26:49Good luck. Hi, welcome to Hardee's. May I help you?
Be the first to comment