Staff Training
Every employee knows how the program works, thanks to a thorough training program.
“We decided this was important enough to get our trainers and our business coaches out to every single shop in person so that we could train all the employees,” Boyce said.
All employees were required to watch a couple of videos and take a couple of quizzes within its training program, Mad University, about the curbside pickup program.
“We wanted everyone to make sure they understood how it worked,” she said. “And then while the business coach or the trainer was in town, we did a couple of test runs so that the staff could see five or six real scenarios.”
In most cases, it is the cashier who’s running the food out, but it may be the expediter or manager during a rush.
Employee feedback has been positive. “They like the reaction we’re getting from the guests,” she said. “Because we are tracking customers and we know when they’re arriving before they’ve ever had to tell us, it’s a fun reaction. Some people say, ‘How did you know it was me?’ They do not have to park. They are just pleasantly surprised.”
