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


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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