The much-anticipated annual Black Friday can potentially be one of the biggest trading days of the year for your QSR brand. But when orders arrive across multiple QSRs and channels at the same time, even small problems can quickly become an expensive headache. An incorrect price, an offline store or a failed POS connection can mean lost orders. By the time you spot the problem, the opportunity for you to make your sale has already passed.
The best way to prepare is to have a clear plan before that Black Friday chaotic rush begins.
1. Lock in your menus and promotional prices
Your Black Friday prices need to match across your website, app, aggregators and POS. Set promotions centrally, with clear start and end times, so prices update and return to normal automatically. Check everything again on Thursday (or the day before your official Black Friday offer begins if you’re starting it earlier).
2. Check that every channel is taking orders
A QSR may appear open but still be offline on a particular ordering channel. Check order activity throughout the day. If a store has received no orders on a channel during an hour when it normally trades, investigate!
3. Test your POS backup plan
What happens if a store's POS goes down at 6.00pm? With YUMBI Gateway, orders continue to be captured through automated failover in under 60 seconds. Whatever system you use, test your backup process before Black Friday, not during the rush.
4. Give everyone a clear responsibility
Decide who monitors channel status, order flow, preparation times and customer waiting times. Don't forget the phone. Across the YUMBI platform, 31% of QSR orders are placed by phone. Make sure someone is watching this important channel too.
5. Plan what happens after Black Friday
The work doesn't end when the last order leaves your kitchen. Think about how you’re going to encourage customers to order again. It’s so important to understand and recognise that customers using branded websites and apps across the YUMBI platform place 35% more repeat orders every year than call-in customers. By having a plan to reconnect with customers, you help turn a busy trading day into longer-term value for your business.
Our advice is simply that you prepare for action before the rush begins because Black Friday is most definitely not the day you want to start discovering weaknesses in your ordering setup. Prepare your menus, test your systems and make sure your teams know what to do. And good luck, that rush is about to come at you like a herd of charging buffalo!