• The Silent Killer in Your Phone System--FREE Report '...

Telephones would ring, an order was taken, and the phones would ring again.

Now we are in the midst of a technological revolution to improve this simple process for both the caller and the order taker.

When telephones ring, the caller has agreed to a process of ordering food, preparing their money and staying in close proximity to their door. This "first ring to the store, first ring at the door" process can be altered when the caller hears "Little Caesars, please hold," instead of a positive greeting.

Your marketing brand power and a consistently positive meal experience can be ruined by that initial, hurried, placement on hold. This has resulted in an On Hold Revolution in the pizza industry.

This new process developed to address this has many names: call sequencing, call queuing, or call announcing. Two goals are always the same:

1. Present a consistent, positive, welcoming greeting to each caller each time they call.

2. Never place a caller on hold once they have spoken to a Little Caesar's employee.

Bell Labs studies revealed that listeners estimated the time they were placed on hold to be 10 times longer than the actual elapsed hold time. The revolution started when these studies also showed that the act of first talking to a person and then being placed on hold escalated the impatience and irritation factors.

The second customer decision after who to call is what to order. Directly influencing that decision is one key to profit improvement. Suggesting specials, which reflect doorknob and box stickers increases your brand power. Greeting a customer with the daily special or describing the most popular order in your neighborhood can increase sales.

New technology is currently testing the final phase of the "First ring at the store, first ring at the door" process by calling the customer when the driver is leaving the store with their meal. Preparing money and remaining ready to answer the doorbell becomes another positive experience resulting from excellent customer care.

The telephone is your business's lifeline

Why enhance your telephone system? Why not add more people, more phone lines or enhance the computer system? The simple answer is money. Hiring people to work the rush times is a major process already. Phone lines increase overhead every month whether they ring or not. Computer-based solutions are initially expensive and rarely integrate smoothly with telephones.

The Internet has provided an easy way to download information to and from each call sequencer at each store. Professional greetings with various price points are now available for download into the call sequencing equipment. You may schedule multiple greetings at multiple stores from one keyboard.

Call activity statistics, increased productivity and customized greetings are all related benefits to a call sequencing system. The largest benefit is still eliminating "Little Caesar's, please hold" from your store.

From first ring at the store to first ring at the door, your customers will appreciate the consistent order handling along with a delicious meal.

Robert "Bob" Gilles is executive vice president of Fidelity Communications. He has more than 20 years of extensive telecommunications expertise. Before joining Fidelity Communications 12 years ago as one of its founders, Bob was an executive with First Trust Communications, and prior to that AT&T.

Fidelity is one of the original International Organization of Little Caesars Franchisees sponsors. For more information on Fidelity's products, call 800-683-5600.

Related Content

User Comments – Give us your opinion!
Products & Services

DriverSafe

http://global.networldalliance.com/new/images/products/keyboard_iix.gif

1424/DriverSafe

PeopleMatter LEARN™

http://global.networldalliance.com/new/images/products/4627.png

4627/PeopleMatter-LEARN

iiX Custom Points Program

http://global.networldalliance.com/new/images/products/custompoints.gif

1423/iiX-Custom-Points-Program

Enterprise Reporting & Management

http://global.networldalliance.com/new/images/products/6813.png

6813/Enterprise-Reporting-Management

Put your menu in your customers' pocket

http://global.networldalliance.com/new/images/products/1293.png

1293/Put-your-menu-in-your-customers-pocket

Facebook Ordering

http://global.networldalliance.com/new/images/products/5935.png

5935/Facebook-Ordering

PeopleMatter HIRE™

http://global.networldalliance.com/new/images/products/4625.png

4625/PeopleMatter-HIRE

Quote decoder: how to compare restaurant POS systems

http://global.networldalliance.com/new/images/products/1290.png

1290/Quote-decoder-how-to-compare-restaurant-POS-systems

Pepperoni

http://global.networldalliance.com/new/images/products/6787.png

6787/Pepperoni

Customized Menu Board Content

http://global.networldalliance.com/new/images/products/6689.png

6689/Customized-Menu-Board-Content

Digital Menu Boards and ROI
Request Information From Suppliers
Save time looking for suppliers. Complete this form to submit a Request for Information to our entire network of partners.