Imagine a world where going through airport security is a breeze and checking into a hotel is a snap. These are frictionless experiences. And they are closer to becoming the norm than you might think.
3D scanners at Washington Dulles International Airport allow travelers to pass through security without removing liquids, laptops or shoes. Those same travelers can arrive at a Hilton and skip the reception desk, checking themselves in with the convenience of their phones.
If TSA and the lodging industry, two service sectors with the potential for exasperation, can crack the code on customer experiences, it’s time for the foodservice industry to take note.
Customers are no longer viewing the rise of contactless services as a perk — they expect it.
Luckily, for to-go operators, developments in pickup stations and food lockers have laid the foundation for a better customer experience that also fosters a positive work environment for employees.
The new normal
The Internet of Things (IoT) is increasingly commonplace across all service sectors. As evidenced by the examples above, technology has allowed service standards to increase in some unlikely places. There’s an old saying, “A rising tide raises all boats.” But, if you haven’t updated your boat in the past decade, it will sink.
To-go operations embracing “business as usual” may have a false sense of security. Of course, customers like to be acknowledged and feel taken care of at their favorite spot. But how far does goodwill capital extend when things go wrong? Winging it is no longer an option. Customers are not deterred by emerging restaurant technologies and will continue to patronize restaurants that leverage these innovations in satisfying ways. It is time for operators to embrace a self-service solution that eliminates pickup errors, reduces labor costs and increases customer loyalty.
Benefits to labor
It’s no secret that the labor market is tight. The most strategic operators are searching for any edge that allows them to do more with fewer workers. And since there’s no end in sight for to-go demand, it's critical that operators leverage staff as efficiently as possible.
To-go lockers and pods keep staff headcounts low because orders can be stored for pickup immediately upon filling them. Once a deposit is made in a pickup station, the employees never have to think about it again. With order fulfillment streamlined, the remaining staff can focus their attention on in-house diners.
Food quality advantage
In the early days of delivery apps and payment innovation, smooth customer-facing technology was enough to impress. However, there’s no more hiding behind digital experience improvements; at the end of the day, customers still seek consistent, quality food. The technology behind pickup stations, such as the Flav-R 2-Go® Built-In Locker System or the Flav-R 2-Go® Countertop Pizza Locker System, allows operators to achieve to-go nirvana: dining room quality from the comfort of one’s living room.
Flav-R 2-Go lockers feature individual compartments, operable with ambient holding temperatures or heat within a range of 150°F (66°C) to 180°F (82°C). Guests or delivery drivers simply enter their pickup code on the large touchscreen, grab the food and go on their merry way with a meal that is ready to be served at ideal temperatures. No more compromising quality for convenience. Customers get the best of both worlds.
Hot food isn’t just a matter of peak deliciousness; it’s also about safety. Every certified food handler knows that the “danger zone” for foodborne illness is between 40°F (4°C) and 140°F (60°C). Therefore, operators have a responsibility to their team and to customers to leverage optimal food holding equipment. After all, peace of mind and peak freshness go hand in hand.
Customization
If to-go customers can expect personalization with their orders, shouldn’t operators expect the same level of customization in pickup stations? The answer is an emphatic “yes.”
Dependable manufacturers such as Hatco know that the scope of to-go foodservice operations is always evolving. From hybrid restaurants to grocery and c-stores to the mom-and-pop shop down the street, it stands to reason that food holding lockers need to accommodate a wide range of food.
Hatco has a handy Flav-R 2-Go configurator to help imagine and design the ideal food locker. You begin with big, philosophical questions like: pizza or not pizza? Then, the configurator helps you dial in between three and 12 lockers per unit (depending on the model), two different locker depths, three different mounting styles and even colors.
Technology is on your side
The effortless experience offered by Flav-R 2-Go Locker Systems is in good company with another customer-facing technology, the Pass-Through Heated Pickup Pod™, propelled by Minnow™. The Pickup Pod reduces congestion, eliminates pickup mistakes, reduces labor costs and can integrate with Toast or Square point of sale (POS) systems. Customers (or delivery personnel) simply access their reserved cubbies by scanning the QR code or using the embedded link sent via text (SMS) message.
The Pickup Pods also work with popular delivery services, such as Uber Eats, DoorDash and Postmates. These Pods can connect via cellular, WiFi or CAT-5/6 and come in an accessible design that’s compliant with the Americans with Disabilities Act (ADA).
Are you ready to-go?
The foodservice industry is not alone in its pursuit of solutions that increase profits and improve the customer experience while reducing labor. Looking across service sectors can be beneficial in assessing how much streamlining customers have come to expect. If airports and hotels can offer frictionless experiences, it suggests that a new standard is emerging.
Foodservice operators who get on board can enjoy significant benefits for to-go service, such as increased order accuracy, improved customer experience, labor cost savings and potential for increased sales.
Forward-thinking operations embrace technology and labor advancements so that when this seismic shift in customers’ expectations is fully realized, they’re ready. For more insights on elevating the customer experience with to-go lockers and pods, download our handy guide today.
