Pizza Today - August 2020 - 28

the food quality compared to the busy
drive-through. It's because that drivethrough line takes too long. In turn, the
slow fast-food restaurant with no line
is still less preferable to a drive-through
with five to 10 cars. The busy restaurant
has established itself as churning out a
dependable, timely product. As an independent pizzeria, we need to capture
that efficiency and do it with craft,
experience-driven items. The attention
span of a consumer has found a way to
shrink even more in the last 10 years.
Quicker execution with a robust experience is at the forefront of a successful
pizzeria.
To get great ticket times, establish your baseline. What is the fastest possible amount of time your best
employee can make your easiest, most
basic pizza? That tells you the ideal of
your easiest item. Then take a brandnew employee fresh out of training and
find their average speed of your hardest
and largest pizza. That'll show you the
best and worst variance of speeds per
pizza in your shop. Now, look at your
average ticket times on slow rush nights
and busy rush nights. Have someone
clock and note when pizzas leave the
expo station compared to when they
were ordered. This will help you determine your average with facts. From that
baseline knowledge, you can then create
progress.
I want to know the absolute best
ticket time, the acceptable average
ticket time and the cut-off ticket time.
The cut off ticket time is where one
minute before that mark is barely acceptable, and anything past that time
requires management attention.
For my restaurant, Andolini's Pizzeria, seven minutes for an appetizer, 15
minutes for an entree or pizza are my
ideal standards. I will accept up to 10
minutes on an appetizer or 25 minutes
on a pizza. Anything later than that and
a manager needs to speak to the customer and inform them of the situation.
From there, the manager will determine
if a free appetizer or dessert is necessary
or, potentially, more.
2 8 / P I Z Z AT O D AY. C O M / A U G U S T 2 0 2 0

To-go orders are a little trickier
because sometimes, predetermined third-party apps will say
when an order should be ready.
Sometimes that's not the case, and
you're held accountable to that time. As
you become more aware of your averages, load them into these platforms
and make whatever delivery or online
ordering platform you use aware of your
average. Estimate it to be longer so you
under promise and over deliver in terms
of ticket times.
To create faster ticket times, there
are several things a skilled operator
will enact. No. 1 is a well-trained staff
that is capable of more than one role.
A well-trained staff will always know
the most important thing to do at any
given moment and not waste time on
superfluous tasks. A crew might be
filled with incredible pizza makers, but
if they don't know how to do prep in
the midday and find the need to do
it during a rush, you don't have them
as a pizza maker. Instead, you have a
glorified prep worker killing your ticket
times. All prep has to be done outside
of the rush. If you ever find you or any
member of your crew doing prep in a
rush time, you have colossally failed.
Next is the cross-utilization of
product and a flow to your makeline
that supports your menu. If your staff is
running to the walk-in to get ingredients that are rarely used 20 times
throughout the night, you're failing.
Slower times will affect your return rate
and your sales for that evening. Slower
times even affect the ability to make
more money on that single table. If a
customer has sat for upwards of an hour
and they're just finishing their pizza,
they're less inclined to stick around for
another drink or dessert.
Curbside and delivery are more
important now than ever in the wake
of COVID-19. Executing swiftly will
ensure people want to purchase from
you when they choose your restaurant
as their impulse decision of the night.
"Let's just get pizza" cannot turn into a
two-hour ordeal.

For dine-in customers, servers
can help with the speed of service
as well. When a server takes multiple table orders before putting them
into your POS, the start time for your
kitchen is delayed even though the
customer's clock has already started. I
have it as written rule that servers must
go directly from the table to the POS
station after getting that table's order.
No food running, checking on another
table or worse, taking another table's
order. It's right to the POS. If they have
a huge table, I have multiple servers at
the table so that way, the order gets put
in quicker. Additionally, handheld POS
systems are becoming more and more
prevalent. These get the kitchen the order immediately after the last person at
the table is done giving their order. This
technology saves 15-90 seconds per
person at the table. I believe handheld
POS's will become the norm over the
next five years.
Another technology uptick is kitchen
display systems or a KDS. Whether you
have them on your makeline and your
expo station or just your expo station,
they enhance speed. I like them at the
expo station because when the expediter taps that a table is complete or a togo order is done, it logs that time. KDS
allows you to see the average ticket
time from a factual metric. A KDS
report lets you compare times over days,
weeks and years. KDS also allows you
to know which team is the quickest and
most efficient. That will enable you to
incentivize the staff for speed from a
reliable, unbiased source. They also cut
down on lost tickets and paper costs.
These measures translate into increased
revenue-the new revenue resulting
from happier customers and a more
functional restaurant. n

MIKE BAUSCH is the owner of
Andolini's Pizzeria in Tulsa, Oklahoma.
Instagram: @andopizza


http://www.PIZZATODAY.COM

Pizza Today - August 2020

Table of Contents for the Digital Edition of Pizza Today - August 2020

Pizza Today - August 2020
Commentary
Digital
Conversation
Mike’s Monthly Tip
Man on the Street
Building Blocks
Tony’s Trending Recipe
Knead to Know
Destinations
Product Showcase
Pizza Today Yellow Pages
The Marketplace
Expo Spotlight
Improving Ticket Times
Employee Handbook Revamp
Scratch Dressings
Menu Refit
Pizza Today - August 2020 - CT1
Pizza Today - August 2020 - CT2
Pizza Today - August 2020 - Pizza Today - August 2020
Pizza Today - August 2020 - Cover2
Pizza Today - August 2020 - Commentary
Pizza Today - August 2020 - 4
Pizza Today - August 2020 - 5
Pizza Today - August 2020 - 6
Pizza Today - August 2020 - 7
Pizza Today - August 2020 - Digital
Pizza Today - August 2020 - 9
Pizza Today - August 2020 - Conversation
Pizza Today - August 2020 - 11
Pizza Today - August 2020 - Mike’s Monthly Tip
Pizza Today - August 2020 - 13
Pizza Today - August 2020 - Man on the Street
Pizza Today - August 2020 - 15
Pizza Today - August 2020 - Building Blocks
Pizza Today - August 2020 - 17
Pizza Today - August 2020 - Tony’s Trending Recipe
Pizza Today - August 2020 - 19
Pizza Today - August 2020 - Knead to Know
Pizza Today - August 2020 - 21
Pizza Today - August 2020 - 22
Pizza Today - August 2020 - 23
Pizza Today - August 2020 - Destinations
Pizza Today - August 2020 - 25
Pizza Today - August 2020 - Improving Ticket Times
Pizza Today - August 2020 - 27
Pizza Today - August 2020 - 28
Pizza Today - August 2020 - 29
Pizza Today - August 2020 - Employee Handbook Revamp
Pizza Today - August 2020 - 31
Pizza Today - August 2020 - 32
Pizza Today - August 2020 - 33
Pizza Today - August 2020 - 34
Pizza Today - August 2020 - 35
Pizza Today - August 2020 - Scratch Dressings
Pizza Today - August 2020 - 37
Pizza Today - August 2020 - Menu Refit
Pizza Today - August 2020 - 39
Pizza Today - August 2020 - 40
Pizza Today - August 2020 - 41
Pizza Today - August 2020 - 42
Pizza Today - August 2020 - 43
Pizza Today - August 2020 - 44
Pizza Today - August 2020 - 45
Pizza Today - August 2020 - 46
Pizza Today - August 2020 - 47
Pizza Today - August 2020 - 48
Pizza Today - August 2020 - 49
Pizza Today - August 2020 - Product Showcase
Pizza Today - August 2020 - 51
Pizza Today - August 2020 - Pizza Today Yellow Pages
Pizza Today - August 2020 - 53
Pizza Today - August 2020 - 54
Pizza Today - August 2020 - 55
Pizza Today - August 2020 - 56
Pizza Today - August 2020 - 57
Pizza Today - August 2020 - The Marketplace
Pizza Today - August 2020 - 59
Pizza Today - August 2020 - 60
Pizza Today - August 2020 - 61
Pizza Today - August 2020 - 62
Pizza Today - August 2020 - 63
Pizza Today - August 2020 - 64
Pizza Today - August 2020 - 65
Pizza Today - August 2020 - Expo Spotlight
Pizza Today - August 2020 - Cover3
Pizza Today - August 2020 - Cover4
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