 |
| |
 |
 |
|
|
| Boundary House: Service with a smile and a competitive edge |
The Boundary House uses new technology to improve customer service and
increase profits
The Boundary House in Stroud is a busy, buzzing pub that was created out
of a converted school building. A ‘Miller’s Kitchen’,
it’s popular with a diverse cross section of customers, from business
grandees to young families. There’s also a 32-bed lodge attached.
This variety of clientele led to the pub being divided up into four
distinct areas: the bar, a conservatory holding a dozen or so tables,
a family area and a smoking area with booths. With up to 180 covers
at any time, serving customers could have been a problem: waiting staff
would find it difficult to cover all the areas, whilst at busy times
a bar self-service would have been hopelessly chaotic.
But the Boundary House has the solution. The pub's TableCall paging system means that customers can call waiting staff easily and quickly, and waiting staff know exactly where their services are required.
"It's half way between full service and bar service and it gives us the best of both worlds. What's more, the customers love it", is the verdict on TableCall from the Boundary House's manager, Nick Crawford. With 18 years experience in the licensed trade, he's seen all sorts of systems in use. "In terms of customer service, it's the best thing ever."
TableCall is supplied in the UK by Call-Systems Technology (CST), the on-site communications specialists for the hospitality industry. The system features a compact, attractive housing with up to five buttons, which can be placed or fixed onto the table. The customer simply pushes the button of their choice, which sends a pager alert displaying the table's number and requirement to the relevant member (or members) of staff. Because it is wireless, TableCall is very easy to install and there are no intrusive cables to worry about.
"Customers love the fact that it's instant, informal and efficient. On the one hand, they don't have to go and queue at the bar. On the other, they don't have to either wait for staff to notice them, nor quickly make up their mind if their waiter is in a hurry. They just choose their meals at their leisure and then push the button, and staff come to take their order. It's great."
At the Boundary House, customers are encouraged to use TableCall for all their needs: drinks, food and their bill. "The TableCall generates extra sales. For example, when staff bring out food they can ask the customer if they want more drinks. Those are sales you'd lose in a bar service system," says Nick Crawford. "It's helped us build our business year on year."
Given the layout of the Boundary House, normally it's impossible to monitor all the dining areas at the same time, but in quiet times the TableCall allows one member of staff to look after two or more areas at once.
Was it hard to integrate the TableCall? "It's like any system, it took a while to get used to", says Nick Crawford. "We started in one area, then extended it. Now, as well as for table service, we use it throughout the business. For example, to tell waiters when their orders are ready in the kitchen, and we have it in our lodge reception area for when the receptionist is on a break."
TableCall is clearly popular with customers, who come back again and again. "Our customer service is fast and efficient. Businessmen and women can sit and talk over lunch without having to worry about going to the bar or trying to attract a waiter's attention. And families can concentrate on keeping young ones happy. TableCall is a big hit with everyone."
What about staff? "They love it. Not only because it makes life easier, but also because their customers like it so much that tips are significantly better since the system went in!"
Now Nick is talking to CST about upgrading the Boundary House's TableCall. "CST's latest system is even more versatile, now that they offer the Genesis PC paging software", he enthuses. "We could have a button on the door for night staff, and also link it to the phone system, for example to alert staff if the phone isn't answered within a set period of time. It can even be used to remind staff about routine tasks and checks, such as fire alarm tests."
Nick Crawford sees TableCall as the future for foodservice in the pub restaurant market. "It's got advantages over bar and waiter service, and the informality fits in well with the character of the traditional pub. Most importantly of all…our customers love it.
"It gives us a competitive edge, a USP," he adds. "I'm a 100% advocate."
|
|
 |
|
| Sitemap |
Call-Systems Technology Ltd, Middlesex House, 29-45 High Street, Edgware, Middlesex HA8 7UU |
|
|
|
