Meet the Team! Nathalie – Account Coordinator

Next up in our series of interviews with the Hazlnut team, we sat down with Nathalie, an Account Coordinator for Hazlnut:

Thanks for joining us, Nathalie.

It’s my pleasure!

To start off, tell us a little bit about your life and hobbies outside of Hazlnut.

Photography has been a major hobby of mine for as long as I can remember. Since I moved to Jacksonville from West Palm Beach, I’ve taken it a lot more seriously. I try to book photoshoots or take pictures of surfers whenever I’m free. Besides that, I love helping small businesses by creating logos and branding kits for them to take their business to the next level. Most of my free time ends up consumed by editing photos and brand assets on Lightroom and Photoshop.

I’ve also devoted a lot of my time to the Honor Flight Network. My high school history teacher asked me to join his volunteer club, and next thing I knew I was on a flight to Washington D.C. with 80 World War II veterans. Since then, I have helped organize local fundraising and volunteered at a wide array of events to support their cause. I highly recommend you research their mission at honorflight.org.

That’s really cool! You don’t really hear about people being involved in those types of causes while in high school. What were you doing between high school and working for Hazlnut?

I’ve always worked in the restaurant industry in some capacity. I’ve worn many hats: hostess, to-go specialist, server, captain, kitchen prep, delivery driver, and in the catering industry I’ve seen how much time and effort goes into being a manager/owner. 

Since I moved to Jacksonville, I took advantage of my school-to-work schedule ratio and made sure I gave myself enough time each week to travel. I’ve been lucky enough to visit several states and countries in such a short amount of time, not to mention all the local sightseeing around Florida. In May, I graduated with my Bachelor’s at the University of North Florida. I was working on 2 majors (Business Administration and Marketing & Logistics) and 1 minor (Digital Marketing & Analytics).

How did you start working for Hazlnut?

I got very lucky that a friend of mine worked at Hazlnut already. We studied at UNF and took several classes together, always teaming up for projects. We reached out to one another to catch up and eventually my plans for post-graduation came up. He recommended me for the job and the rest is history!

Awesome! I understand that customer service is a big part of your role as an Account Coordinator. Customer service is definitely a challenging area and takes a special kind of person to make it work. What’s been the most challenging part of your role at Hazlnut?

The sheer volume of it all! I love answering questions, working through feedback and concerns, and simply helping people in any way I can. What I didn’t know was just how often customer service and support is the primary point of contact. At first it was hard to navigate since I was still learning so much about Hazlnut, how to write SQL queries, and how to search through a large database for the specific information I needed. It’s funny because I’ve always heard the saying ‘you don’t know what you don’t know’ but my first month at Hazlnut definitely opened my eyes to so much I didn’t know.

We all know that customer service can be stressful, but you make it look easy. How are you able to stay so motivated and passionate about the job?

There are a few mottos I like to live by, these have helped me stay altruistic and motivated even outside of work.

(1) “Do at least one thing every day to change at least one person’s life for the better” 

(2) “The best way to find yourself is to lose yourself in the service of others” 

(3) “Good customer service is less time consuming than bad customer service”

(4) “Happy customers are your biggest advocates and can become your most successful sales team.” 

(5) “Above all else, what are you doing to make sure everyone around you is positively impacted by your acts?”

I handle the stress by reminding myself what it’s like to be on the other end. At the end of the day, the customer is just as stressed as I am. Remaining positive allows me to convert my stress to motivation, and channel my energy towards resolving customers’ concerns. It also helps to have such an incredible set of coworkers that I know I can depend on. If the workload catches up to me, or if I can’t figure out a resolution on my own, we have a team of highly skilled and generous individuals to lean on.

Thanks for sharing today, Nathalie! Just one more question before we go: You’ve said a lot of great things about Hazlnut, but what is your favorite thing about working for the company?

It sounds cheesy, but it really is the team. Dick & Steven have done a great job creating a workspace that is welcoming and supportive. Teamwork is essential, especially in a fast-growing business. Working at Hazlnut has allowed me to wear several hats, learning new skills along the way and I know I can always turn to my coworkers for help when I need it.

Since it’s still a relatively small-sized company, brainstorming leads to innovative ideas that are implemented without needing to jump through too many hoops. You really get a sense of ownership and can see the end-result of your hard work. They’ve created a great balance of a relaxed work environment without losing productivity. I’ve never been a part of a workplace culture quite like this one. 

Wishing you all the best going forward!

Meet the Team! BJ – Software Developer

Next up in our series of interviews with the Hazlnut team, we sat down with BJ, a software developer for the company:

Thanks for joining us, BJ.

It’s a pleasure to be here.

Before we get into your work life with Hazlnut, let’s learn a little about your personal life. What are your hobbies outside of work?

I’m a diehard Jacksonville Jaguars fan & ticket holder, a total nerd, and a gamer. I spend the majority of my non-work time on a computer either gaming, surfing the web, writing code (yep, in my free time), or just chatting with friends via Discord. If I’m awake and the Jags aren’t playing, you can probably find me at my PC.

Thanks for sharing! Most people probably don’t associate development and sports, but it shows you’re a well-rounded person. Now why don’t you tell us a about how and when you started working for Hazlnut.

I started working for Hazlnut as an intern in November 2018. Back then the company was just Dick and Steven, and they found me through a program at Florida State College at Jacksonville called I-Tech. The internship covered by the program was set to run for 9 weeks, but thankfully I was offered a full-time position before the end of that term.

That’s awesome! It’s really cool to see a temporary situation like that turn into a permanent job. What did you do before Hazlnut?

While I was in the I-Tech program, I landed a temporary position doing some quality assurance (QA) work for a database administrator who changed my life. I am so grateful to “Cap” because I gained valuable experience and skills while working for him, and the job, which was supposed to be a few days of QA, turned into months of me testing and helping to develop the workflow for their new system. Then, when I interviewed for the position at Hazlnut, he wrote me a fantastic letter of recommendation which I believe helped Dick and Steven make their decision to take a chance on the guy with no professional coding experience.

What made you get into software development?

My step-dad has always been into computers and technology so we’ve pretty much always had a computer in the house; and I quickly developed a passion for computers and figuring out how they worked. In middle school, I saved up enough money one summer to buy my own computer; that’s when the hobby really took off. I eventually found Internet Relay Chat (IRC) and started to learn how to write simple macros and custom scripts there. I realized that writing code is a lot like solving a puzzle; you know what the end result should look like, the challenge is putting the pieces together. You know that awesome feeling you get when you solve a difficult problem or finish a puzzle? I get that from my job.

I love that you’re so passionate about your job! I know “Development” can mean a lot of different things. What does your average day look like and what are your responsibilities?

Man, I feel like I don’t have an average day, and I think that’s cool. I am pretty much always writing code in multiple software languages either for exciting new features or to fortify current features. The reality of software development is that there will be bugs, so I spend time on some days looking into reported issues and fixing those. I also monitor the status of our clients throughout the day in order to alleviate the pain of service interruptions caused by things like internet outages at their location.

Very cool! It sounds like there’s a lot that you love about your job, but what would you say is your favorite thing about working for Hazlnut?

That I get to be a real part of what goes on here. I get to see my work put to use because what I do actually matters to the company. Also, there is a lot to be said about feeling valued by your employer, and I appreciate how valued I feel working at Hazlnut. I never leave work feeling like I wasted a day on a useless project or busy work.

Thanks so much for giving us some insight into Hazlnut today. Good luck to everyone on the team going forward!

Cruise Through COVID-19 with Online Ordering

Deep Dive into Hazlnut’s Future Ordering

During the COVID-19 pandemic, restaurants have had a majority of their business moved to online and mobile ordering. This puts a lot of strain on both the restaurant and the ordering platform. At Hazlnut, we make sure that your ordering platform holds up during these high-volume situations. While most providers have run into bugs as a result of the increased volume, Hazlnut has three key features to help restaurants cruise through COVID-19.

1) Forming a Digital Lineup ?‍♀️ – Order Limits on Timeslots

For in-store transactions, lines have been a way to help manage the number of orders being taken. This helps the kitchen to keep track of orders coming in without being overwhelmed. During COVID-19, restaurants have learned that online ordering lends itself to many customers ordering for the exact same timeslot or placing orders at the same time. This can quickly lead to a lot of unhappy customers because the demand can’t be met by the business.

Hazlnut saw this issue and implemented a new feature to fix the problem: Limiting the number of orders that can be placed for each timeslot. For example, if a restaurant can only handle three orders in a five-minute period, the 1PM timeslot would disappear after a third order is placed, leaving 1:05PM as the next available time. At Hazlnut we understand that each business is unique, so the number of orders each timeslot can handle is completely customizable. Whether that’s 3, 5, 7, or even just 1, Hazlnut has you covered.

2) Added Time that Makes Large Orders a Breeze ? – Order Lockout

Most online ordering platforms work off of an average prep time, listing earliest available pickup time based on the average time a restaurant needs to prepare an order. This works well in most situations, but not all. A small taco shack can’t be expected to prepare a $200 order in the same 10-minute window they use for a regular order. So what if an unusually large order comes through?

Hazlnut thought this through and created Order Lockout (Dollar based lockout), which adds additional prep time based on dollar amount. The default setting for this feature is that for every $50, 10 minutes gets added to the prep time, but again, each business is different, so those numbers are completely customizable. In our taco shop example, a $200 order would add 40 minutes of prep time, giving them 50 minutes to get everything ready, preparing the kitchen staff and the customer with a more realistic timeframe. Still need more time? Of course, these parameters are also customizable.

3) Volume Balance for During Peak Times ? – Volume Lockout

There is one other common scenario where average prep time falls short: an unusual increase in volume. Whether it’s a holiday or there’s a sporting event letting out, sometimes overall volume increases to unforeseen levels. While most online ordering platforms cannot account for this, Hazlnut’s system looks at total volume (online and in-store) from Clover and pushes back prep time incrementally based on how busy the restaurant is.

This feature is called “Volume Lockout” and it looks at how busy a restaurant is compared to their typical volume. If it notices an unusual spike in volume, it will add additional prep time to give the restaurant more time to get orders ready until such a time that volume returns to normal.

These three features are just a few examples of how Hazlnut is helping restaurants navigate and cruise through COVID-19. Want to learn more? Schedule a demo today!

Data Evolution & Customer Experience

Conquering Convenience & Consumer Experience

Convenience, customization and quick delivery have conquered consumers expectations in the digital age. Holiday shopping has shifted from long lines and crowded malls to a comfy couch and one click on a smart phone. Packages arrive within days, sometimes even hours, of ordering. Consumers needs have evolved, and their expectations in the food industry are no exception.

In an effort to meet heightened customer needs, the food service industry has found itself in the middle of a digital evolution. PoS systems are appearing in almost every QSR, offering a smart and custom way to process orders. Clover PoS systems make managing food service run smoothly by not only taking orders and accepting payments, but also organizing inventory and managing team members.

Beyond the PoS: Mobile Ordering Apps

As we head deeper into the digital evolution, a PoS system alone is not enough to stay ahead of the technology curve. In 2017, 960 million restaurant visits were paid for with a mobile app. This shows an impressive 50% increase compared to 2016.

QSRs can deepen relationships and customer loyalty by integrating custom branded restaurant apps and websites with PoS systems. A seamless and efficient execution of the brand and its products can benefit both the customers and the company. These new additions in tech create opportunities to connect with and gather data about consumers in a way that has not been possible in the past.  

Consumer Convenience

Hazlnut app

It is not difficult to identify why consumers are adopting apps for their favorite lunch time spots. Apps allow them to order and pay without standing in line, and often find their order ready for pick-up by the time they arrive. Customers also enjoy in-app features that remember previous orders and allow order customization. Understandably, they want more convenient food and a more efficient use of their time.

However, convenience is not the only driving factor in app usage. Many apps offer to opportunity to receive exclusive coupons, loyalty points and notifications of special promotions. Rewarding customers for in-app ordering leads to increased allegiance and positive association.

Marketing Benefits

While QSRs are rising to the technical age to retain customers, PoS and well-branded apps create opportunities for the companies themselves as well. With mobile food ordering apps, restaurants can now sit directly in the hands of consumers, creating a much more intimate marketing delivery. Push notifications can alert users of promotions and specials, or even remind them of their favorite order as lunch time nears.

Once a consumer decides to open the app and order, there is new opportunity for up-selling through custom ordering and prompted add-ons. Apps are often connected to the user’s credit card, creating less hesitation in spending and instead raising ticket averages with just a few clicks.

Data Collection and Efficiency 

mobile ordering

Restaurant ordering technology has opened the door to a wave of data. By analyzing who, when and how often consumers are ordering companies can prepare better than ever before. This data allows them to forecast when they should order certain inventory and to what extent they certain ingredients should be stocked. This optimizes kitchen operations – leading to lower waste of ingredients and cash.

A Digital Evolution

Companies should not fear technology taking away from the personal experience their brand has to offer. Rather, it is time to celebrate the opportunity to add a secondary positive experience for the consumer, and a wealth new tools and data for the business. Optimize your business with an integrated PoS, website and branded app today by Scheduling a Demo with Hazlnut. 

Ready to take your business to the next level? Schedule a demo today