DELIVERY STORE PRE-REQISITES

Delivering catering orders will allow us to reach a broader audience and serve more customers. It has become an industry standard and it is a service that customers appreciate and expect.

Where Can You Deliver?

• It is a food safety critical standard that each KFC restaurant should only deliver catering within a 30 minute drive time. If a restaurant is further away, you should politely decline the order and let the customer know that they are too far away for you to deliver hot, fresh product for their needs.
• If a customer is not within the 30 minute drive time, offer to prepare food and they pick it up, or refer customers to the website to find a KFC that may be closer.

How to Identify a Hub Restaurant

• POP Readiness
  • Exterior elements installed (drive-thru bump-out)
  • Interior elements installed (standee, window decals)
• Sales Execution
  • New Catering Menu in place
  • Catering table setup in lobby
  • Catering phone number listed on store locator

DELIVERY STORE PRE-REQISITES

• Packaging Execution
  • All KFC approved catering packaging available
  • KFC Catering Packing and Portioning job aid on hand
• Training Readiness
  • KFC Catering Guide on hand
  • Catering TM training has been complete
  • Catering Learning Zone courses are complete
• Ops Readiness
  • 1.5L Pepsi, Diet Pepsi, Mt Dew available
  • ½ gallon tea and lemonade available
  • Catering Thank You cards available
  • POS updated with catering menu
  • Catering Sales Binder on hand
  • Delivery requirements in place (MVR, vehicle check)
  • Sufficient restaurant capacity (storage and equipment)
  • Geographic location (easy highway access, coverage)

PREPARATION FOR DELIVERY

Plan the Route

• Plan your route before you leave the restaurant to save time and familiarize yourself with the route to the destination.
• Knowing the location allows you to pay more attention to the road while driving.
• If you can’t remember the route, write it down.
• Never read a map, make changes to a GPS, or review paperwork while vehicle is in motion. Pull over and stop, first.
• Account for possible known delays such as rush hour traffic, road construction, etc.

PREPARATION FOR DELIVERY

Prepare the Order

Prepare and pack the food (see “Preparing Product” and “Packing Product” sections), but don’t forget the extras!

• Plates: Pack 10% more than the # of people serving
• Napkins: Pack at least 3 napkins per person
• Forks and Knives: Pack exact quantity; 1 per person being served , place in bucket with divider
• Serving Utensils (serving spoons, tongs): Pack one per serving pan/container; place in bucket for transport
• Dipping Sauces: Place in bucket with divider to separate flavors
• Salt/Pepper, if requested: Pack in individual sides container with lids
• Butter, Honey, Hot Sauce, if requested: Pack in large side containers or in bucket with divider
• Sweetener: Pack in individual side container; only include with orders of unsweet tea
• Drink Cups: Pack 10% more than the # of people serving
• Ice: Pack in plastic multipurpose bag inside a 6# bucket; twist closed and use a lid, include one bucket of ice for every 1.5 liter or half gallon tea or lemonade purchase
• Dessert Plates: Include if dessert is being served; regular plates are acceptable

PREPARATION FOR DELIVERY

Receipt Procedures

• Make sure the Manager rings the order up prior to you leaving the restaurant.
• Place receipt inside Thank You card and take with you.
• Take the MERIT Catering print off for the customer to sign.

DELIVERING THE ORDER

Food Safety

• Check with local county health department regarding catering permits before offering catering delivery.
• Food temperatures must be maintained ≥ 140⁰ for hot items, and ≤ 40⁰ for cold items, during holding, transport, and service.

Loading the Order

• Prior to leaving the restaurant, double check to ensure that you have loaded the correct order, including all condiments, plates, etc.
• Try not to stack catering boxes on top of one another.
• Load food in vehicle so that it is securely in place and there is no risk of food sliding around or tipping over.
• Use delivery “Hot” Bags if available to maintain temperature and maximize product quality.

Tip!

Have delivery drivers keep a “Colonel’s Recovery Kit” in their car. Place the following items in a large delivery box:

Cups	Serving utensils	Napkins
Plates	Condiments	Cutlery

This way, in case something is forgotten, or a customer has an additional request upon delivery, you have a way of fulfilling what is needed.

• Never pack any items in the Colonel’s Recovery Kit that will spoil if left in the car.

DELIVERING THE ORDER

Delivery at Destination

• Don’t leave your car running in the parking lot or leave your keys in the ignition.
• Be aware of your surroundings. Avoid areas that are not well lit.
• Park your car as close as possible to the door of the delivery destination or park under a streetlight if possible. Avoid parking in isolated areas.
• Carry a flashlight to illuminate house numbers and dark areas.
• Never walk behind a dark building, go to a side door, or be called away from plain view of anyone there.
• Be alert to suspicious persons loitering around the delivery address.
• If something does not look or feel right, do not make the delivery. Call your manager and explain.
• If there is a dog near the front door, do not approach, call the customer and ask them to meet you at the front door.
• For your safety, be cautious when entering private households.
• Greet the customer by name and identify yourself by name and that you’re with KFC. Provide a smile and warm message. For example:
  • “Hello, my name is Sara and I am with KFC. How are you today? I have your hot and fresh KFC catering order here for you.”

DELIVERING THE ORDER

• Verbally verify that the order is correct before presenting it to the customer.
• Verify that the order has been paid for, or take payment if it has not.
• Present the customer with a receipt and have the sign a copy.
• Smile, thank customer, and provide parting comment. For example:
  • “Thank you. I hope you enjoy your chicken dinner. Please call us again for any of your catering needs.”

DELIVERING THE ORDER

Buffet Setup

• For all delivery orders, ask the customer if they need the buffet set upon delivery.
• Allow 5 - 10 minutes for buffet setup, depending on size of order.
• Plan accordingly for what time you should leave your restaurant for delivery.
• Lids should remain on the food to maintain product temperature, unless otherwise requested by the customer.
• Ensure serving utensils are placed with each of the items on the buffet.
• Place plates, napkins, cutlery at one end of the buffet, then chicken, sides, and desserts.
• Cups, ice, and beverages should all be placed together.
• Leave the catering boxes for the customer for easy cleanup or storage of leftovers.

UPON RETURN TO RESTAURANT

• Track mileage for reimbursement of expenses.
• Return extra sauces, forks, etc. that were not needed at the delivery location.
• Place signed receipt in catering log.
• Within 24 hours, follow-up with an email or phone call to customer to ensure the catering experience met their expectations.

DEALING WITH COMPLAINTS

• Give customer your full attention.
• Be polite and courteous at all times. Do not argue.
• Try to resolve the complaint.
• Inform the RGM or Catering Leader of all complaints.