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Featured Customer: Board & Brew

Focus POS at Board & Brew Tustin Quick ServiceAnyone who has been to Board & Brew at their San Diego or Orange County locations will tell you about the Secret Sauce, and yes it is one of the things that makes their sandwiches highly addicting but its not the only thing. Its also the bread, the fresh ingredients, and the ever rotating list of craft beers being tapped. But look beyond that and you will see a dedicated team committed to pumping out high quality nosh to their community.

When opening their newest location late last year in Tustin they chose to roll out technology the group had previously not used. The goal for them is to move more locations to be paperless saving both time and supplies. The FOCUS Signature Capture option allows a digital signature to be captured using either a station that swivels or has an additional rear touch display. At the Tustin Board & Brew location they are utilizing rear displays for Order Confirmation and Signature Capture. For the kitchen they are utilizing a kitchen video screen at their Expo area allowing expediters a clear view of all current orders. When orders are completed they are bumped from the KDS and a pager that was provided to the guest goes off so they know to pickup the order. This streamlining has allowed for both better service and increased efficiency.

You can find the closest Board & Brew location by visiting their website, http://www.boardandbrew.com/. Stop by see FOCUS in action, but more importantly enjoy a tasty sandwich with some Secret Sauce and cold beer. We highly recommend the Turkado and Tom’s Choice!

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3 Obvious Reasons to Focus on Customer Retention and Loyalty

Repeat customers are a good thing, obviously. That’s why many restaurants invest time and resources into cultivating customer retention and loyalty as a part of their larger business strategy. Methods vary from offering a loyalty card program where diners earn points or rewards to using social media to connect with fans and acknowledge brand champions. There are three main, and probably obvious, reasons why you should be incorporating this strategy too.

Obvious Reason #1 — Regulars are Your Best Brand Advocates

Customer retention and loyalty are worthwhile focus areas whether you are just getting ready to open your doors or if you’ve been cooking up good eats in your neighborhood for 50 years.

This is where a comprehensive loyalty program comes in. Customers are highly motivated to return to restaurants where they have a vested interest, that is, in addition to a delicious meal or your great atmosphere. Loyalty rewards, carefully  selected to be irresistible to your customers, can bring guests back and make their dining experiences more delightful. These happy patrons are the ones that are in the trenches, talking to their friends and family and becoming your biggest brand advocates. Their reach is exponential and their recommendations matter.

Obvious Reason #2 — Your Marketing will be More Effective

Another obvious reason to focus on customer retention and loyalty is because it will make your advertising, social media and promotional efforts infinitely more effective. The audience demographic information alone like, address, email, birth dates, and dining history alone is worth its weight in gold, allowing you to tailor messaging and promotions at the right time to the right people. A good loyalty program solution will offer integrated marketing services and give you the ability to push promotions directly to your most loyal customers through email, social media or text message.

Obvious Reason #3 — Loyalty Programs are Low Maintenance and Low CosteMarketer Loyalty Program

Exceptional customer service and consistently great food are the foundation for inspiring repeat visits to your establishment. However, a little recognition and reward, like a loyalty program, goes a long way in building customer retention and loyalty. That’s why loyalty programs are popping up everywhere…and why they are working.

eMarketer featured research from Lab42 that focused on Gen Z and millennial motivators. They found 73% of millennials factored in loyalty programs when it came to choosing where to spend their money.

Compared to traditional advertising venues like radio or television, loyalty programs are on the low end of the spectrum for cost and they are very low maintenance. Most integrate directly into your point of sale system and are essentially hands off once they are implemented and your staff is trained on how to handle the cards.

Don’t Miss the Loyalty Reward Program Boat

It should be obvious that you need to step up your game to stay competitive.  If  you are looking to revamp the customer retention and loyalty strategy at your quick or table service restaurant, bar or nightclub, then it is a good time to talk with us about our FOCUS loyalty program.

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3 Restaurant Technologies that Make an Impact at Your Table Service or Quick Service Restaurant

3 Restaurant Technologies that Make an Impact at Your Table Service or Quick Service Restaurant

Restaurant technologies are all about streamlining processes, increasing sales and most importantly, improving the dining in—or out as it may be—experience at your table service or quick service restaurant. The three restaurant technologies that we see having the biggest impact on restaurant operations are mobile reporting, online ordering and integrated loyalty and rewards programs.

1. Mobile Reporting

Mobile reporting is a restaurant technology that is starting to come standard with many restaurant point of sale software options on the market.  Maybe the ability to access your restaurant’s reports and data doesn’t seem like a game changer but it definitely is.

Being able to access food and beverage sales numbers, table turnover times, and average ticket times from a mobile app gives managers freedom and more importantly, real-time visibility. This is especially vital for managers or owners that need to bounce between locations or can’t be onsite all the time.

2. Online Ordering

An online ordering portal opens up a whole new realm of possibilities for quick service and table service establishments and is one of the main restaurant technologies to consider adopting if you haven’t already. Millennials and now even Gen Z, who incidentally spent $78 billion on dining out in 2016 according to a report by Technomic, are driving the trend for restaurants to offer more delivery and take out options that can be ordered ahead of time from their laptop or phone. They want to eat whenever and wherever they want.

The upside for you is that orders submitted online can totally bypass a server and go directly to your point of sale system and into production. Third-party ordering apps like ToGo  are making this kind of integration possible.

3. Integrated Loyalty and Rewards Program

Restaurant technologies that support loyalty and rewards programs integrate with your point of sale system fairly simply. You can participate in standalone programs that essentially plug into your current POS software or your point of sale service provider may offer a program you can enroll in.

Either way, implementing and maintaining a rewards program is easier than it’s ever been, and they usually offer added marketing components like list segmentation and demographic reports, email and social marketing aspects—and some even loop gift cards into the same system so you have one central location from which to generate and manage all your cards.

Some of the many benefits of investing in a loyalty or rewards program for your restaurant are:

  • Creating repeat customers
  • Offering targeted promotions and coupons
  • Using data analytics to refine your marketing strategy

If you are at the point where your table service or quick service restaurant is ready to invest in new restaurant technologies like mobile reporting, online ordering or a rewards program, make an appointment to talk with a Focus POS California expert to discuss exactly how easy it is to implement a time-saving and revenue-generating restaurant technology.  

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5 Restaurant Trends You’ll See This Year

As we head into 2018 there are five restaurant trends that you can anticipate seeing as the focus of many business goals for the upcoming year for fast casual, quick service, table service, or bars and nightclubs.  Being in the trenches, talking with restaurant owners and operators every day, we can see the trends emerging in the hospitality industry before most. From mobile point of sale to accepting chip cards and new ways to connect with customers, you should take note of these five trends.

1 – Implementing Mobile Point of Sale

Letting your wait and bar staff loose from the chains of a stationary point of sale unit to provide faster, more efficient service to your customers can be a freeing experience and a restaurant trend we’re a big fan of. Putting mobile technology into your employees’ hands allows them to complete foundational functions like order taking, input and accepting payments on the fly, cutting out wasted steps and shaving off precious minutes. Think faster orders, faster turn times and happier customers. That is the very capabilities you can get from Focus Mobile Solutions.

2 – Offering Delivery Service Through Third-Party Integrations

Even fine dining establishments are jumping on the online order wagon in an effort to satisfy customer demands. Online ordering is going to explode in 2018, and thanks to innovative software like Chowly, which connects third-party online ordering platforms (Chow Now, Grubhub, delivery.com) directly to your point of sale, you can streamline your online order process and eliminate the need for a dedicated employee to enter orders manually into your POS.  It just so happens that Focus POS will integrate with Chowly in the very near future, taking your delivery service, no matter your type of restaurant, to the next level, adding to your revenue stream.

3 – Finding Ways to Cut Labor Costs

Number three on our list of restaurant trends for 2018: pretty much anything related to cutting labor costs in your restaurant or bar. Kitchen display systems are a key technology that has the potential to transform your back of the house (BOH) processes. These customizable interfaces give your kitchen the ability to visually organize orders and get rid of the clutter by banishing paper from the line forever.

4 – Building and Improving Customer Relationships

“It’s like they know me!” That’s what you want your restaurant customers saying about you in 2018. That happens through a deep knowledge of their eating habits and dining history and that happens through analytics and reporting. Think about the way that Amazon makes product suggestions to you based on your purchase history. Restaurants, no matter the size, can do the same thing. You can offer promotions and marketing strategically targeted to your patrons. A loyalty program like Focus Rewards is a perfect platform to gather that historical data and related demographic information that can drive your messaging and deliver the right message at the right time. This strategy will inspire your guests to either hop in the car to dine with you or jump online and order a meal from you.

5 – Accepting Alternative Payment Methods

Reducing credit card fraud. Limiting chargebacks.  Decreasing liability. Those are just a few of the benefits of accepting the new security-advanced payment methods like chip cards and mobile payments like Apple Pay. Not only that but you’ll be ready for the next generation of diners who are more tech savvy and are more comfortable waving than swiping. Installing software and hardware that can accommodate a wider variety of payment methods is definitely one of the restaurant trends you’ll see in 2018.

We’re excited about the shifting tide in the hospitality industry that is hyper-customer-focused and heavily favors tech. Focus POS California has the hardware, software and expertise to partner with you to take your restaurant or bar to the next level this year and really help you accomplish your business goals.

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3 Reasons to Let mPOS Set the Pace in Your Restaurant

The use of mobile POS (mPOS) in restaurants is becoming more and more popular due to the many advantages it offers to businesses and their customers. In fact, nearly 51% of small and large restaurants have considered using an alternative mPOS system to help bolster service speed and workflow efficiency. If you currently use mobile devices as part of your POS process, do you know if they are being used to their fullest potential?

Here are three reasons to let mPOS capabilities set the pace in your restaurant:

Greater Speed

When your wait staff uses handheld devices such as tablets or smartphones, they can take food and drink orders and process payments right at the customer table. The order is immediately transmitted to the food prep station or bar. This helps eliminate wasted back and forth steps by the server to complete transactions. Increased speed results in faster customer service and table turnaround.

Increased Face Time

Utilizing an mPOS system at your eating establishment not only speeds up overall service, but it gives the wait staff more time to focus on the customer’s needs. The increased face time makes the ordering process more conversational and enjoyable.

Your staff can quickly access food information on the tablet for customer inquiries about options or dietary needs. Servers can have more opportunity to upsell by offering appetizer or drink specials, which can be added to the meal. By spending more time meeting diners’ needs, you enhance their experience and increase customer loyalty.

More Efficient Workflow

Improving the workflow is another advantage of implementing an mPOS at your restaurant. Food orders that are transmitted from the table directly to the kitchen staff ensures that the customer gets exactly what they want without errors because they are easy to read and understand.

Servers can also input drink orders tableside with the mobile device. Orders then go directly to the bar for pickup without having to wait for drink preparation or stop at a stationary terminal for order entry.

An mPOS system can potentially allow all of your wait staff to add orders and process payments at the same time without the need to wait in line to use the traditional POS terminal. Suddenly, you will find serving more customers at a faster pace and turning tables around quickly is leading to greater revenues.

Restaurants using mPOS for faster operations and greater efficiency is gaining momentum in this ever-evolving technology age. Personalized service is something your customers want and what you need to provide. Happy, loyal customers keep your profits on the rise. Can you afford to fall behind the pace?

Talk to Focus CA about mobile POS options including Apple iPad, iPad mini, and purpose-built POS ready tablets. We can also help you with processes and training to get the most out of your mPOS investment.

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The Ins and Outs of a Cloud POS Solution

What is the cloud and why does your restaurant need a cloud POS solution? We’re glad you asked. First, let’s take the mystery out of what the cloud is, exactly. The cloud is, in its simplest form, a virtual space on the internet. When data is accessed through the internet instead of off a local server in the back of one of your restaurants, it’s considered to be in the cloud.

Second, of course you can function without a cloud POS solution BUT there are so many benefits to the cloud versus an on-premises point of sale system that it makes good business sense to make the move in that direction.

Cloud POS Benefits

  • Instant access to your data from any mobile device including smartphones, tablets and laptops. This means you can monitor what’s happening in your restaurant from anywhere.
  • Information is constantly backed up and secure. When you have a cloud POS system the onus is on the software vendor to store, secure and backup your data so that is never lost or compromised.
  • Working within the cloud means that you are automatically running the very latest software release.

In the end the cloud is whatever — and wherever — you need it to be. For fast casual, table service or delivery restaurants the cloud can be a point of sale system that makes running the business side of your operations infinitely easier.

The Pros and Cons of a Cloud POS

When you consider a cloud POS solution though, there are some cons that you need to address. The main — and most important one — is internet access. If your cloud POS solution is dependent on an internet connection, you should also have a solid Plan B for when the internet goes out. Think about how frustrating it is when your credit card machine is offline and the havoc that can wreak. Times that by ten when your whole point of sale is out of commission because you can’t connect to the internet.

Luckily, Focus POS California has recognized the benefits of the cloud and combined them with the benefits of a traditional point of sale. FocusCloud is the perfect marriage of cloud based technology and on-premises reliability. You get the best of both worlds. You get the instant access to data from any mobile device, you get the peace of mind knowing your data is backed up at all times, and you can stop worrying about upgrades and updates to your software.

Plus, FOCUS is structured it so you can operate offline as well. The internet going out is not a catastrophic event. On top of all that you get near zero downtime. If your primary station goes down, we shift to the next available one allowing you to continue normal operations

Before you think that you can’t afford to have your cake and eat it too with FocusCloud, check out our pricing structure and then get in touch with us to schedule a demo.

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Why You Need to CYA by Accepting EMV Payments

Restaurateurs, the time has arrived: the time to face the reality of EMV and all that comes with it. Many have been avoiding the inevitable, but as Europay, Mastercard and Visa (EMV) becomes more ubiquitous, you can no longer ignore the writing on the wall — it’s time to get chip reader capabilities into your restaurant. Here are three really good reasons why you need to be chip card capable.

One: EMV Limits Your Liability

There are a slew of rules, regulations and compliance standards that come with EMV certification to protect both the merchant and the consumer. According to regulations in effect since 2015, you, instead of the issuing bank, are liable for chargebacks and fraudulent charges if your business doesn’t have EMV-compliant technology. The chip-based technology makes it harder for fraudulent charges to be made at the point of sale, protecting your customer’s accounts –and your business.

Two: EMV is More Secure

Accepting chip cards will let your customers know you are serious about their card data’s safety. EMV is quickly becoming the new “normal” for card payments among U.S. consumers, so they may be concerned about the safety of their accounts if you can’t process chip card payments.

EMV payments are more secure because the chip provides a unique encryption for the card each time it’s processed. The old magnet strips store the account data, allowing thieves to skim the card information and use it to replicate a card with the same numbers.

Three: EMV is the Future

Soon, customers will start expecting the level of security as credit card issuers have pretty much replaced all magnetic strip cards with chip enabled cards to their holders. If you are still swiping cards, that is going to be a sure sign your technology is out of date.

Taking table side payments and having mobile payment options with EMV is now a thing. Focus POS California offers EMV chip card readers that will give you these capabilities without breaking the bank that you can easily integrate into your current system.

Don’t Delay in Becoming EMV Capable

It seems like a huge undertaking but the liability you assume and customer loyalty you could lose by not accepting EMV payments in your restaurant, whether you are a fast casual or table service establishment, could be costly. Upgrade to EMV-capable technology to accept chip card payments so that you can avoid liability for fraudulent charges, provide more secure payments for your customers and make sure your payments technology is up to date.

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How to Use Your Restaurant POS Reports to Make Business Decisions

While we all wish we had an IBM Watson on hand to help us make business decisions, it will probably be a few years before AI makes its way into the hospitality industry. In the meantime, using your POS reports to make crucial business decisions across areas of your operations is fundamental to fiscal management.

The reports can only get you so far. Once you have data in hand, owners and managers need to divine the numbers to make smart moves within their restaurant or bar. Here are three decision areas that greatly benefit from POS report information.

♦ Inventory Decisions
As food waste becomes a hot button topic in the industry and eateries in the greater Los Angeles area look for ways to be greener and just more environmentally conscious in general, the best way to decrease surplus is to optimize inventory. Using your POS reports compare kitchen inventory levels with items sold reveals areas where you are overstocking. To go even further, many cloud based inventory programs integrate POS data to do this analysis for you along with helping you manage inventory control.

♦ Marketing Decisions
Pulling customer demographics from your POS reports gives great insight into your key audience. You can see who and when they are visiting your restaurant or bar. Use this intelligence when making decisions on promotions and marketing initiatives. Then use the data to evaluate the effectiveness of your efforts. If you have a loyalty program in place, there is an opportunity for you to determine dining trends and motivators.

♦ Labor Decisions
Scheduling is a key area where your POS reports can aid in decision making from how many bartenders to put on the clock on a busy holiday weekend to the number of line cooks you’ll need for a slow Monday night shift.

Historical data and forecasting is the place most restaurant managers start for making staffing decisions and drawing up schedules. On a day-to-day basis pulling hourly sales reports and daily attendance reports to show how many FOH and BOH staff you have on the clock and who is going into overtime is a great decision-making tool to have when you are trying to determine when to make cuts and send people home.

Take Advantage of Web-Based Reporting
Having a web-based reporting system takes it to the next level for busy operators who are bouncing from location to location or can’t be tied down to a terminal. Having access on your smart phone or your laptop makes life a lot easier.

As you get more dependent on reports to aid your business decisions, it will become almost second nature. Hopefully, you also will find more areas in your operations that can benefit from data contained in your repertoire of reports.

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5 Ways to Harness the Power of Social Media to Create Customer Loyalty in Your Restaurant

Restaurant owners have a head start in the world of social media. Customers already expect you to have a presence and to engage with them there so you don’t have to fight as hard as other industries to gain followers. Creating loyal customers, though, takes some thought and a bit of tactical maneuvering. If done well, using social media can be an easy and low-cost way to gain customer loyalty.

1)  Social Only Offers

Probably the best way to gain and retain the loyalty of your patrons on social media outlets is to offer exclusive offers they can’t get anywhere else. Make it one of the perks of following you. These types of offers often get great share traction, too, as followers share deals with their own social network.

2)  Event Promotion

Making your social outlets a hub for announcing and advertising upcoming events like live music, drink specials, or charity nights is a great use of the medium. Consistently use your accounts, and you will create loyal customers who regularly check your pages and feeds for information about what’s happening at your restaurant.

3)  Contests and Giveaways

Peppering in a few surprise contests or giveaways keeps followers on their toes and checking back with you frequently. Don’t give away anything without asking for a share or a comment though — this will help organically boost your post.

4)  Invite Customer Engagement

It might seem scary to ask your followers to engage with you, but in the end, the reason most people are on social media in the first place is to interact. Ask for feedback on a new menu item, or encourage people to share selfies at your restaurant. Then, make sure you thank them and comment on their posts as well.

5)  Handle Complaints Like a Pro

Creating customer loyalty in a virtual space can sometimes be tricky. After you invite engagement and put yourself out there on social media you should be prepared to handle negative comments and complaints. Remember that everyone can see your responses so it’s vitally important to conduct this type of customer service in a highly professional and polite manner. Here are a few quick tips for handling unhappy campers:

  •    Always be polite and remain calm.
  •    Take the high road in any mud-slinging.
  •    Don’t make excuses, but instead offer resolutions.
  •    Apologize for bad customer experiences and any inconvenience.
  •    Invite them to private message you to resolve the issue.

Customer Loyalty is Earned

There are many things competing for your customer’s attention, especially on social media so you are going to have to earn your spot among the noise and make it through the priority filters. However, if you become a valuable social media resource and learn to harness its power, you will go a long way in creating customer loyalty for your establishment.

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How to Upsell to Increase Your Check Averages

As a restaurant owner or manager you are in a constant state of strategizing, trying to move the numbers — like getting costs down and revenue up. One of the first places you can look for improvement is in your average check amount. Small bumps in this area can add up quickly in a week. Learning how to upsell to your patrons is a low-cost endeavor that highly profitable restaurants, regardless of size, have learned to do effectively to increase average checks.

Turn Servers into Salespeople
Your staff, the waiters, bar keeps, hostesses, and cashiers all need to be salespeople. As the manager you set the tone and your goal should be to make the sales-mindset an automatic response. We’re not talking the pushy, in your face salesperson. No one wants that during a dining experience, but you do want upselling to be an integral part of customer interactions.

When teaching your staff how to upsell, give them specific items to focus on for the shift, make sure they are ready to recommend favorite dishes and drinks, and have them plant seeds from the start like mentioning dessert selections while taking drink orders.

Use the Menu for Pairing Ideas
Adding pairing suggestions to your menu is a subtle but effective tactic. Think beyond the wine list. You can suggest a specific side salad or appetizer that pairs well with each entree. By adding callouts and creative messages on your menu, you can steer your customers towards additional purchases while they’re still deciding what to order.  

Quick Service and Fast Casual operations can also upsell to their guests. While employee based upsells have been the mainstay of the QS & FC space for years, technology such as guest facing digital signage and POS-integrated interactive displays provides visual suggestions to guests.

Don’t Forget Online Orders
When brainstorming ideas on how to upsell to your customers make sure you consider online orders. Use technology to your advantage and list complementary food items and add-ons throughout the order process, especially right before check out. You are just a click away from nudging that average check up a few clicks.

Highlight Promotions
Daily specials and promotions are great motivators for customers to justify a more expensive meal or an excuse to have a beverage from the bar that they would have normally passed on. Not to mention, specials and promotions give your staff a great way to open up conversation, either at the table or when taking a take out order.

Make Upselling a Part of Your Culture
How to upsell is not a big mystery, but it does take effort and a little forethought to make it part of your restaurant culture, whether fine dining or quick service. Training your employees to upsell, updating your menus to include suggestions, and offering specials are all cost effective ways to get your check averages up and ultimately increase your profits.