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Further Defining the Service Script

When making an investment in centralized catering programs, multi-unit restaurant operators are creating an opportunity to engage with customers through several touch points during the catering order and delivery process.

About the essay

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By Erle Dardick, Founder and CEO, and Wayne Alexander, Senior Faculty Member

It has been found that very few multi-unit restaurant operators have a comprehensive strategy that leverages the connections those key touch points present.

This is done through the development of a service script at each point that builds on the confidence and trust that is a requisite for repeat business, while taking advantage of expanding relationships through focused efforts.

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