Case Study

Fuddruckers Modernizes with New Guest Paging System

Industry: Hospitality

Product: Guest Paging

“The most unique changes in the coaster’s design are the different colors and lights, and the addition of the digital numbers. It has always been an effective system for us, but now it looks more modern and fits well with the efforts we’ve put into updating and modernizing our restaurant.”

Lonnie Tucker, director of operations

Profile

Popular fast casual burger restaurant Fuddruckers prides themselves on creating the best and freshest burgers for their customers. Texas-based franchise owner David Futrell owns nine locations and has operated for over 10 years under a promise to deliver his guests only the best burgers on freshly baked buns.

Challenge

Fuddruckers used to call out names of guests over a PA system when food was ready to be picked up from the counter. Futrell realized that this method was disruptive to the guest’s and sought an alternative solution to improve the dining experience. Because Fuddruckers does not have food runners to deliver food to the table, Futrell felt that calling out names gave guests the feeling of being in a fast food restaurant rather than a fast casual dine-in establishment. He wanted to distinguish Fuddruckers as the ideal restaurant for family outings.

Solution

With a desire to improve customer perception of Fuddruckers and position it as a family-friendly fast casual restaurant, Futrell focused on improving the guest experience. Futrell made the decision to install a guest paging system in his North Dallas location, which he has now expanded to all nine of his locations. Now when a guest places an order, they have the option of getting a coaster pager or being notified by text message when their order is ready.

“Having a paging system gives the guest the opportunity to relax, enjoy time with family and not have to worry about when their food will be ready,” said Futrell. “Also, with the loud music we play in our restaurants, customers don’t have to worry about missing their name being called and can just rely on the pagers to alert them. It makes the whole process seamless and we love it.”

Futrell has been a customer of LRS for more than 15 years and recently deployed LRS’ newest generation of guest pagers. The new coaster pagers have a modern look and design, and were recently adopted at one of the restaurant’s North Dallas locations. The response from both staff and customers has been highly positive. Fuddruckers’ director of operations Lonnie Tucker was most impressed with the updated changes.

“The most unique changes in the coaster’s design are the different colors and lights, and the addition of the digital numbers,” said Tucker. “It has always been an effective system for us, but now it looks more modern and fits well with the efforts we’ve put into updating and modernizing our restaurant.”

Futrell plans on installing the new pagers in his other eight locations.

Results

Improved Guest Experience

After placing their orders and finding a table, guests can relax knowing they will be notified as soon as their order is ready to be picked up.

Improved Staff Efficiency and Streamlined Operations

Staff can focus on their duties without worrying that guests will not hear their names being called over a PA system, and food doesn’t sit on the counter for extended periods of time.

Better Restaurant Ambience

By eliminating the nuisance of overhead paging and name calling, Fuddruckers has created a better atmosphere in the restaurant.

Product Confidence

Recent enhancements to the guest pagers have increased the durability and reliability of the equipment and the improved design reflects Fuddruckers’ modern image.

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