Redefining the Guest Experience (Podcast)

In this episode of The Main Course host Modern Restaurant Management (MRM) Executive Editor Barbara Castiglia discusses the changing guest experience at franchises with TJ Schier, a veteran restaurant operator and consultant. Shier is the author of four books, has been an in-demand trainer for restaurants, and is a Which Wich franchisee.

At the start of 2020, Schier wasn’t focused on off-premise. He was working on a book about generating more catering dollars, something he’s had success with at his restaurant. Then the pandemic hit, requiring a pivot.  "Catering orders declined, but it flipped the switch to off-premise with curbside, pickup, drive-thru,” he said.

He then began to make changes in his own restaurant while studying those in the industry that were doing well. “You need the basic things, online ordering and being on third-party delivery apps. You need QR codes for touchless ordering, and you’ll have to answer the phone. Make it as easy as possible for the…