POS Systems Satisfy your NEED for SPEED in both Retail and Restaurant
When I was in restaurant management, there was nothing more important to me than speed of service. Several factors came into play when striving to be a leader in this area. Some of these factors included operational issues such as employee training, the physical layout of the operation, procedures in place, attitude and proficiency and finally, technology. In the 1990’s when my restaurant deployed a computerized point-of-sale (POS) system, speed of service was suddenly easier to achieve with each and every visitor.
Obviously, a POS system provides efficiencies and controls that transfer directly to your bottom line. However, one that is often overlooked is the impact that a POS system can have on your guests. In both retail and hospitality, a couple of issues remain constant when dealing with customers. One is that people hate to wait. People hate to wait for ANYTHING.
In this age of instant gratification when everything is at our fingertips, convenience is king. It is one of the primary reasons that fast food chains and QSR’s continue to thrive. It is not that people don’t want to enjoy fine dining and the full-service experience. In most cases, it is not that they cannot afford this either. It is because everyone is in a huge hurry in today’s society.
The same holds true for retail. People will pay significantly more for convenience. Otherwise, we would not have pharmacies on every corner packed with groceries, gifts and sundries. Practically every item in these facilities can be purchased at a grocery store or big-box retailer for a fraction of the price. However, knowing that the drive is shorter and that we can get in and get out with the same merchandise in a fraction of the time we would otherwise keeps us flocking to CVS, Walgreens, Rite Aid, etc for anything but medicine.
So, what does any of this have to do with POS systems? In my opinion, it has everything to do with POS systems. As I mentioned earlier, I saw first-hand what a POS deployment did for a high-volume restaurant. As General Manager, many of my goals were suddenly being met without any changes in people, training or any other significant effort. Tables were turned faster. Lines grew shorter. Food was prepared faster and more accurately. Guests received their checks faster. Guests checked out in seconds instead of minutes.
The same holds true in retail. The customer is in just as much of a hurry when shopping as he or she is when dining. They may be in a huge hurry so that they can go dining! Nothing is worse than a bad experience in the checkout line in retail. First of all, the fact that there is a line creates instant dissatisfaction in our world of instant gratification. So, make sure your POS system is a line-buster. Consider these factors when selecting your next POS system:
- How many clicks/keystrokes/touches are involved in a basic transaction?
- How many seconds does it take to process a credit card?
- How much time is spent training employees how to use the POS system?
- Do multiple forms of payment require assistance from a manager?
- Are discount and coupons automated in the POS system?
- Are all items either scanned or touched on buttons on the screen or is searching required?
Often times, POS systems are designed by software engineers. These folks are brilliant beyond our imagination and have skills and abilities most of us will never possess. However, when this is the case, often times the end user experience leaves a great deal to desire. This significantly impacts speed of service in your operation and ultimately affects your customer. Keep in mind that your customer is the one paying for the POS system in the end. So, it is only fair to deploy POS systems that are designed in the customer’s best interest.
For other things to consider with POS system selection, download this FREE guide by clicking on the button below.