It’s the little things…

Thursday, June 9th, 2011

Here’s an interesting thought. Our customers thrive on, and, at the same time, are often overwhelmed by details. It’s the minutia involved
in their everyday responsibilities that can make our users’ lives crazy. From last minute reservation cancellations to unexpected walk-ins, wine preferences for a birthday celebration to a frantic bride’s fourth menu change in two weeks –  all of these things are important, and when overlooked or forgotten, can throw everything out of whack.

When I get a phone call from a prospective customer, it’s usually because they are drowning in Post-it Notes and file folders, lost in a
sea of scratched up and wrinkled reservation book pages, or simply tired of bouncing between three or four computer programs to get one report printed. They are exhausted and looking for a better way to do business.

We know that, as a true solutions provider, we can’t make sweeping generalizations about that individual’s business. We can’t assume they
follow the same processes as other establishments, subscribe to similar business models as industry peers, or service the same demographic as a local counterpart. We treat them as individuals and pay attention to the details they share – the very same, very specific details they pay attention to every single day.

But that’s just the beginning. Once we talk with them and learn more about their needs, it’s time to share how our software can help them
more successfully manage those details. With ReServe, our customers can capture important bits of information to create an exceptional guest experience. And when our customers are too busy to ask for the details, we remind them. We want them to be able to treat all of their guests like VIPs from the get go because when our customers are successful, we’re successful.

When is simple better?

Wednesday, August 4th, 2010

Easy. When it’s smarter.

Boasting technology that is easy to use can put certain suppliers in a vicarious position. Simplified software can be so diluted or ‘dumbed-down’, that it doesn’t meet the basic needs of the user. Besides touting simplicity, the software may have nothing of real value to offer. Just because it looks like other, more universally known, software products, or has an attractive screen display, or is a plug and play platform, doesn’t mean it’s a fully evolved product. While it may seem appealing to a user at first, they soon realize that with all of the ‘simple’ bells and whistles, functionality has been compromised and a comprehensive tool is nowhere to be found. On the flip side, what if simplicity is positioned as a dominant feature, but the software is so complicated to navigate that the user throws up their hands in frustration and heads back to their pile of file folders or a tattered reservation book?

In our case, the software we design is complex on the development side and user-friendly on the front end. Our development processes are lengthy and detailed. We critically study the work environment of users so that we completely understand the process flow of information and the unique demands of their environment. We gather user input at various stages in the development process to make sure that we’re addressing the subtle details that make all the difference between a usable finished product versus one that becomes simply another obstacle in the way of completing required tasks. This iterative, user-centered design approach results in a product that is truly assistive – easy to navigate, rich with valuable functionality, easily integrated into the normal process flow of the work environment – and simply smarter than the rest.

Our software simplifies user practices without watering down functionality. Our platform is intuitive so that the software does what users need it to do and want it to do, all while prompting them through their own internal, operationally specific processes. The software speaks the user’s language, utilizes their unique business parameters, as well as incorporates industry knowledge and assumptions to help anticipate next steps.

We’ve been known to say that our software is simple to use. We’re not going to deny that. The difference is that we’ve taken simple to the next level and made is smart. We would never assume that the industry is only drawn to pretty screen displays or try to fool them by saying we’re as easy to use as other software products just because we have similar layout. The industry’s needs are diverse and layered with complexity and our job is to make the user’s job easier. Because our software is smart, we become that extra pair of hands, that second set of eyes, that extra reservationist or that catering sales assistant. There’s real value there. We know that. Our customers know that.

That’s how simple really becomes better.

It’s all in the Details (Part 1)…

Thursday, April 8th, 2010

What we’ve found over the last 15 years is that our customers thrive on, and are often overwhelmed by, the details. It’s all of the little things that are tied to catered events or dining experiences that can make our users’ jobs chaotic. From last minute reservation cancellations to unexpected walk-ins, Mr. Smith’s wine preference for his anniversary dinner to a frantic bride’s third menu change in two weeks –  all of these things are important, and when missed or misplaced, can throw everything out of sync.

It’s managing the details, no matter how small, that make our customers successful. By simply paying attention to the minutia, they raise the bar of guest service, manage their operations more successfully and consistently generate revenue.

When new customers call, it’s usually because they are drowning in Post-it Notes and file folders, lost in a sea of scratched up and wrinkled reservation book pages, or simply tired of bouncing between three or four computer programs to get one report printed. They’ve thrown up their hands in defeat and are demanding a better way to do business.

And we know that, as a true solutions provider, we can’t make sweeping generalizations about that individual’s business. We can’t assume they follow the same processes as other restaurants or venues, subscribe to similar business models as industry peers, or service the same types of guests as a local counterpart. We must treat them as individuals and pay attention to the details they share – the very same, very specific details they pay attention to every single day.

But that’s just the beginning. Once we talk with them and learn more about their needs, it’s time to share how our software can help them more successfully manage those details…

Are you in control?

Thursday, December 17th, 2009

How much control do you have over your dining room? Do you know where your guests are in the dining cycle? Like who’s just been seated and who’s been given their check? Are reservations running on time or will you have to make some adjustments that will impact upcoming reservations? Two parties have just walked in without a reservation – can you accommodate them?  

So often, I’ve gone to eat at a restaurant without a reservation, fully aware that both reservations and walk-in guests are welcome. I feel for the hostess who is scratching away at her reservation book, pencil sharpened down to a nub, eraser chewed from stress. She takes frantic glances into the dining room, blows the hair out of her eyes and makes a spur of the moment decision on where to place her newest guest. She’s acting on instinct, information she’s receiving from servers on the floor or, in many cases, she’s just taking a guess.

Her job doesn’t have to be so stressful. She just needs the right tools in place to give her control over the floor. Why struggle with a paper-based reservation book where your hosts or hostesses are manically flipping through pages looking for names and crossing off no shows?

When restaurants use ReServe, the atmosphere is notably different. Staff is relaxed, laughing, talking with guests. Walk-ins don’t rattle anyone. Guests are seated quickly and with smiles. There’s an atmosphere of calm all around the dining room.

Our software offers a ton of features that help restaurants efficiently and profitably manage their dining operations, but most importantly our software provides front-of-house staff with control and peace of mind. You can’t put a price tag on happy, productive employees. And the trickle down effective is remarkable – happy staff leads to a relaxed dining environment and happy guests which leads to repeat customers and recurring revenue. It’s amazing what a little control can do.