Your service window staff members have more interaction with your food truck customers than anyone else. If they are well-trained, helpful, and friendly, this can be a good thing. But on the other hand, it can also be a very bad thing.
Of course you want these individuals to help your mobile food business, not harm it, so make sure they avoid doing the following.
6 Things Your Food Truck Service Window Staff Should Never Do
Make guests feel unwelcome
Every guest at your food truck should feel welcome. That means greeting each guest as they arrive (either in line or at the window) and being friendly at all times. Service window staff represents the food truck, so they have to be sure they’re courteous at all times.
Be too casual
The flip side of not being friendly enough is being a bit too friendly. Service window staff should never touch customers or interrupt a conversation. And no matter how casual the atmosphere around your truck is, they must always be professional—never touch the rims of cups or the ends of utensils, always write down orders, and remember that the customers aren’t personal friends. They deserve to be treated with respect.
Service window staff shouldn’t lie to customers, deceive them, or be anything other than honest. Is there a delay? Tell the customers as soon as possible. Will there be an automatic gratuity added for large parties (if this is policy)? Let guests know, so they’re not unpleasantly surprised. Is there an upcharge for subbing out a side dish? Make sure to mention it. And always let guests know the price of specials and whether the truck is out of something before they order.
Argue with customers
This might seem like a given, but it’s important. The quote, “The customer is always right” is a cliché for a reason! When a customer complains, service window employees should do their best to listen and help. They should fix the problem when possible, or refer the customer to you or the truck manager if there’s nothing they can do. They should never, ever fight with customers or dispute their complaints, even if they’re wrong.
Make the customer feel rushed
When customers come to your truck, it’s a treat. What they don’t want is to feel rushed and pushed out of line so the next customer order can be taken. No matter how crazy the line at your service window is or how many people are waiting in line, make sure customers feel as relaxed and comfortable as possible.
Ask if the customer wants change
This is a simple action that can really make your employees look unprofessional. The customer will let a server know if they can keep the change. Asking just seems presumptuous and rude.
RELATED: Never Ask: Do You Need Change?
The Bottom Line
The most important thing for a food truck service window server to remember is to always be friendly, courteous, helpful, and professional. By keeping these tips in mind, your staff can avoid big blunders and keep you from losing sales!