Meet the Team! Carl – Account Executive

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

Thank you for taking the time to sit down with me today, Carl.

Thanks for having me!

What did you do before Hazlnut?

Most recently, I was a Food & Beverage Manager at the Sawgrass Country Club. Before that, I worked as a Sales Associate at Greenshades Software. Most of my experience prior to Hazlnut had been in selling HR & Payroll software, or management roles in private clubs/the food & beverage industry. 

It sounds like you were already trained for the role before you even got here!  How do you feel your previous positions prepared you for your role at Hazlnut?

Both Greenshades Software and Sawgrass Country Club developed my ability to constantly adapt and solve customer pain points. After Greenshades Software, I came out of it already prepared to sell software without the traditional face-to-face interactions. It was all handled over the phone, through email, and with online meetings.

I joined the team at Sawgrass Country Club just prior to the pandemic in 2020. Being able to help spearhead a To-Go only service showed me the importance of having technology that works for restaurants when dining-in isn’t an option. I came into my role at Hazlnut with that perspective, and I think it helps me empathize with restaurant owners and managers who may be looking for a similar solution for their business. 

How did you hear about Hazlnut? 

My recent experience in the Food & Beverage industry, plus my previous role selling software led me to look for a job that could marry those two together. I started searching online for software companies in the Jacksonville area specializing in the restaurant industry and I found Hazlnut through a job post. I did some research on the company and recognized Larry’s Giant Subs as a client of theirs and became more interested. From there, I scheduled an interview with Dick and Steven. Soon after that I joined the team!

We’re happy to have you on the team! What do you like to do in your free time?

In my free time, I like to workout and watch sports. I mainly like to watch football, basketball, and MMA. If I had to narrow down my hobbies, I’d say they are: Traveling, creating music playlists, and playing basketball. 

If you could pick your favorite athlete, who would it be and why?

I would say my favorite athlete is Steph Curry; he’s an amazing basketball player. I’m particularly fascinated at his ability to shoot the ball from anywhere, and the way he can make these shots that look like something out of a video game… Curry is very dedicated to his craft and he gets better every year. It’s not only his athletic ability, but also his character on and off the court that makes him my favorite. He does a good job of not letting his emotions get the best of him, and he has an easy-going personality. 

But on the court, he is very competitive. I like that!

So do I! I have one more question before we go: What’s your favorite thing about working at Hazlnut?

It’s exciting being in an environment that isn’t rigid or stuck in old ways. Hazlnut is consistently looking forward and onward. As a whole, this company is always finding new ways to improve over time. 

Thanks again for your time! 

Click here to schedule a demo. Remember to ask to meet with Carl!

Order Interception: Fewer calls, more everything else.

To help restaurants ease the congestion of phone orders, Hazlnut has come out with a new “Order Interception” service

Phone calls to restaurants are becoming more and more of an issue, even post-pandemic after the large migration to online ordering.

In a recent study, we found that nearly 40% of all orders still come through over the phone. So, although more people are ordering online than ever before, between in-person and phone ordering, the majority of orders still require staff to handle.

Restaurant labor shortage over the past 2 years, phone orders for pickup_ have actually increased.

But therein lies the rub. Faced with a well documented labor shortage, it’s becoming harder to find the staff needed to help meet customer demand. As people are starting to come out of isolation and go back out to restaurants, they may still prefer to spend as little time as possible in public places, so phone orders (for pickup) have actually increased alongside online orders at the expense of in-person dining. But the current state of phone orders is a sad state of affairs…

Current state of phone ordering: By the numbers

We’ve found that only 82% of calls were even answered. That means a whopping 18% of calls were missed. This is most likely due to the fact that most calls occur at lunch or dinner rush, the busiest times for restaurants.

Even more alarming, of the calls answered, 74% of all calls were to place an order. That means of the calls missed, 3 out of 4 were most likely people looking to spend money at the store.

Furthermore, 24% of all calls answered put the customer on hold with the average hold time being 68 seconds!

Percentage of unanswered calls from customers intending to place an order

Phone orders today are a horrible experience. Coupled with the fact that answering phones takes staff away from helping other customers, all customers end up with a worse experience.

What is Order Interception?

To help restaurants ease the congestion of phone orders and improve the overall guest experience, Hazlnut has come out with a new “Order Interception” service.

This service works by issuing you a new phone number that you use to replace your existing number on any channel customers use to call you.

This would include your:

1. Website

2. Google “My Business” page

3. Facebook page and other social media

4. Apple maps

When customers call this new number they’re greeted with a recording welcoming them and offering to text them a link to place their order online before connecting them to the store… and that’s it! It’s as simple as that.

Send your ordering link by text

If you go back to the stat we mentioned earlier, if 74% all calls are to place an order. If you can re-direct even a small amount of these customers to your online ordering or mobile ordering page it can have a huge impact on the amount of calls actually reaching your store.

What are the benefits of re-directing these callers to your ordering site with Order Interception?

More orders

Beyond the obvious (fewer calls), you’ll experience more revenue! You’ll get more orders overall. Remember, missed calls = missed orders.

Higher average ticket sizes

Also, by moving orders online, it’s a lower cost channel with a higher average ticket size. Countless studies have proven that the average order value is higher for online orders. Customers don’t feel rushed ordering online, they have more time to browse, see that delicious dessert or maybe even add an appetizer. Furthermore, with your staff taking fewer calls, that leaves them more time to work with in-store customers or other tasks such as packaging to-go orders, acting as a food runner etc.

With the current staffing shortages and increased call-in orders, Order Interception could be just the service you need to help you and your customers adjust to the “new normal”.