Sunday, June 10, 2007

Cashiers in Quick-Service

QSR Magazine recently published an excellent article regarding the role of the customers' #1 point of contact, the front-line cashier.

Author TJ Schier wrote:
From a customer point of view, in a quick-service operation, and most fast-casual operations, the customer spends more time with the cashier than with any other employee. However, cashiers are often the least trained.

The article also offered this:
The cashier is the face of your brand. They are the salesperson of your brand. They determine line speed and sales and play a critical role in customer service and order accuracy. Before you put someone on the register, tempted as you might be to throw them into the position, train them on the following:
  • The menu
  • Customer Service
  • Food Delivery Method
  • Selling Skills
  • The POS (cash register/computer)
Read the article here.

The McChronicles: a blog about, not affiliated with, McDonald's.
Image: screen grab.


Anonymous said...

I worked at Wendy's as a teenager and it was the complete opposite. We were started on the line and had to work our way up to cashier. Their idea, and I agree with it, is that it's a lot easier to make the burger than to deal with cash, irritable customers, pacing, upselling, etc.

McChronicles said...

The McChronicles likes this approach. Thanks for the comment.