Preventing Accidents in the Food Service Industry

The food service industry is one that uses varying techniques from the most careful, handmade produce to the heaviest of factory machinery. With such different production techniques, it is important that food service workplaces comply with health and safety regulations in order to reduce the number of accidents that employees are likely to have whilst at work. In the UK, the food service industry alone loses almost £2 million every year on accidents in the workplace caused by slips, trips and falls, injuries which cost businesses as a whole over £800 million every year. This is a massive amount to have to spend on accident s that can be easily avoided.

The issue has been recognised by the Health and Safety Executive (HSE) which has recently launched a hard-hitting campaign named Shattered Lives. It aims to raise awareness of the human and financial suffering that these minor accidents can cause and gives guidance and help on how to prevent injuries from falls at work.

The programme has been supported by small and national businesses who want to reduce the amount of money they spend on employee’s injuries each year. Practical and low-cost improvements to the workplace are suggested so that the number of preventable slips trips and falls decrease. The food service industry is just one sector backing this campaign in the hope that employees will be safer at work. Although slips, trips and falls may sound minor, the consequences for those injured can be devastating. That is particularly the reason why the campaign has been names ‘Shattered Lives’. Having to stay of work for weeks, needing medical help, losing your earnings, all of these factors can devastate the lives of ordinary people. But it is ordinary people that these incidents are most likely to happen to.

The food service industry is taking action against preventable accidents in the workplace and this will have a quality effect on their produce.

Public Relations for Business Services

Many small-businesses offer business-to-business services and they make their money on helping companies do what they cannot do in-house, but not all corporations want to outsource for business services. Therefore it can get a little tricky trying to market and advertise such a service business.

It therefore makes sense to do a little public relations in the industry sub-sector that you are in. If you are a generalist and work within a specific area with all companies then you will need local publicity and local community goodwill, which is not easy to develop either.

One great way to do public relations for business services is to write articles for the local business column in the local newspaper or write specific industry articles for various trade journals. Now, writing will not be easy but it gives you a chance to show some of your expertise and to put it out in the marketplace so people know that you are good at what you do and you know what you are talking about.

There really is no easy way to develop local community goodwill or industry goodwill, but giving away information in the proper format can help you attract a paying clients that you need. If you get good enough at public relations that in itself is a good business service that you can offer other corporations. Perhaps you might think on all this and let it sink it in 2006.

Challenges in the Customer Support Services Industry

Every entrepreneur knows the importance of the quality of customer support services. Although in the customer service industry a myth is developing that outsourcing the customer services will not give the desired result, this industry is growing incredibly in South Asia. Mostly progressive companies are recognizing the potential and turning towards outsourcing their customer services departments to call centers located at different regions. These call centers are the main contact point for their customers. Most prominently this industry is growing in Pakistan, Philippines, and India.

In the adverse global economic condition like others, call center industry is also facing lot of challenges. To keep consistent quality of services the most alarming global issue is the retention of staff. The reasons and solution to retain them is different in Asia as compared to rest of the world. There are two important factors in the retention process i.e. incentives and motivation. The priorities differ between agents, especially in South Asia. The balance between incentives and motivation is the dominant factor in the retention of agents. There is a considerably high ratio of agents give priority on positive relationships among the team, supervisors and managers over incentives. It is equally important to chalk out a customized plan for individual agents to find out what they value most. One size fits all approach does not work in this industry.

I don’t run outbound call center but to my understanding another possible reason of turnover is the stress in outbound call center environment. Because of the use of sophisticated technology, agents don’t get time to recover from the stress in between awkward call from an unhappy customer or the stress due to performance targets. The performance targets sometimes put so much pressure that agents start bragging the customers to achieve their targets. The stress build up can also lead to illness and promote non-attendance.

Another challenge in call center industry is measuring the quality of services provided by your agents. The difficulty is due to the fact that mostly instead of complaining to the call center or the company directly, customers tell their friends of their bad experiences. So how will you measure the quality of service? Mostly companies are using surveys to get the opinion of their customers. There are other resources which can be used along with surveys. Among those forums, social media platforms and product reviews sites are on top. I experienced a little improved result when contacting all the customers who put negative remarks on forums and commented on the product reviews sites. On approaching them I offered the best solution to their concern that the company could afford. In most cases it is acceptable to the customers converting them again a happy customer. It is still important to measure the level of satisfaction and the best way to accurately know is to ask your customer directly at the time of first interaction.

Few call centers measure the quality of their service and the customer satisfaction level by assessing the average call handling time, time to answer a call, and the number of contacts by a customer to resolve the issue. But at times this method will not show the correct picture. All these methods depend on the products and services such as technical support services which may require a lengthy call to properly resolve the issue. Same could happen with customized products where during the first call some verification is required and it may only be possible to resolve the issue on second call. Also satisfying a customer only during first interaction is not enough. To earn a considerable satisfaction level customers need iterative positive experience from the contact center. Developing business relationship, trust and credibility takes time and it cannot be developed overnight.

The first step in improving the quality of customer support service is to improve your relationship with the employees. Involve them in major decision making, give them the feeling of ownership and acknowledge their achievements. It will help in increasing their morale and loyalty. Inspiration is an important factor in improving the role of your employees towards their commitment to high level of excellence and professionalism.

Besides satisfying existing customers on their interaction, it is also a good idea to keep their interest alive in the company. There are various avenues to stay in touch with your customers and prospective clients. There are companies who bombard their customers with chain of strong sales messages which in turn adversely affect customers’ reaction. There is no harm in sending a few softer sales messages. If possible, phone contact and face-to-face interaction is more effective.

In this turbulent economic time customers tend to look for low cost alternatives and it is becoming hard to keep their interest in your products and develop their trust in the company. Now the question is how you can keep your customers satisfied and maintain their confidence. The first and foremost thing is that your front line champions of customer service should be well trained to listen to and understand the customers’ requirements and concerns. For this purpose a weekly performance reviews with all your agents are very helpful in maintaining the minimum required standards. This is very important to quickly and effectively resolve customers’ issues. In resolving the issue exceeding their expectations and make the process simple and easy will further enhance their interest and confidence in the company.

Food Service Franchise – Is a Franchise in the Food Service Industry Right for You?

Being in the restaurant business is never an easy road; just ask anyone who’s ever done it. For some people it has an addictive quality, and they cannot get enough of the fast pace, but this type of franchise is not for everyone.

If you have always enjoyed working with the public and being the person “in charge” behind the counter, then maybe a franchise in food service is right for you. To be successful with this type of franchise, you will need great communication skills, high energy, and a passion for owning your own business.

Why is a franchise in food service such a great idea right now?

According to the National Restaurant Association, the number of food service industry jobs in America will increase by 10% or more over the next decade. Most of this growth will be seen in the “franchise food service” category, particularly “fast casual” restaurants. Franchises like Chipotle, Baja Fresh, Cosi, Panera Bread and Peace a Pizza are cropping up in suburban shopping districts everywhere. They succeed by giving patrons more ambience and better food than a fast-food restaurant without the added expense of table service.

This promising new trend for franchise food service entrepreneurs has caught the attention of the restaurant industry as well, so expect to see more restaurants like this starting up over the next few years. It may seem surprising that any category of business could be growing this quickly during a recession, but the success of this type of franchise food service business has come at the expense of higher priced restaurants, who have suffered a decline in consumer spending.

Are you considering a new venture as a franchisee? Do you like the idea of starting a new business without the risk that comes from an unproven concept? Starting a franchise food service business may be the right option for you.