HungerRush Interviews Juan Hernandez of Texas Steak Express
How long have you been in the food service industry, Juan?
Was there a particular issue that led you to choosing an all-in-one POS system like HungerRush?
A lot of problems with our previous POS, DiamondTouch.
Do you believe that a POS system has a direct impact on a customer’s experience?
Speed of service is extremely important for delivery concepts—How does HungerRush assist in speeding up operations?
For one, it works! It has a lot of efficiencies built in, especially when entering in a first time caller’s info. The time spent taking an order has been reduced by at least 25%. If a customer calls back to change something it can be done easily, as well. The mapping service actually works too, and that’s a huge help for the drivers.
In general, how does HungerRush address your specific needs as a delivery/carry out concept?
DiamondTouch was great at taking the actual order, but that’s about it. HungerRush does that and so much more, especially in terms of entering customer information efficiently and reducing mistakes. The software is so customizable that you can configure just about anything to suit your concept. This has allowed us to make receipts easier to read, thus reducing mistakes. Now they can cruise through order taking making far fewer mistakes when entering customer’s info, when taking the actual order itself, and during the preparation of the order.
How do you feel that HungerRush has added to the Texas Steak Express brand?
All the above mentioned have allowed us to give our customers a better experience because they don’t feel our frustrations over the phone or when they place their order at the store. Also, mistakes have been drastically reduced,
Since switching to HungerRush, what positive changes have you noticed?
Cash control is greatly improved. Management is able to do things like cashing out drivers and closing the store so much faster. It’s also easier for us to detect theft now – with HungerRush you know right away if an internal mistake was made or if a theft occurred.
Also, our efficiency is better – we can take orders faster with fewer mistakes. With regard to security, using fingerprints to log in deters people from trying anything questionable. And the reports are awesome! The amount of info you can get from HungerRush is almost overwhelming, you can track just about anything, and it’s accurate.
After setting up HungerRush online ordering, what kind of results did you experience immediately? Did online ordering simplify any aspects of your business?
In the past we tried another platform, but had a lot of trouble with it. HungerRush doesn’t give us any of those problems, it just works! We get a lot of feedback from our website about our online ordering now, which is 100% positive with regard to ease of use. The app is integrated seamlessly and it is awesome to give this option to our customers.
Our online business is steadily increasing, and it gives the customer the luxury of taking their time placing their orders. This increases ticket averages, because they are not feeling rushed by an employee on the phone juggling 3 tasks. Customers can cruise through the menu at their leisure, and the pictures on the website cause them to add more items. Our ticket average is at least 10% higher online.
On average, what percentage of your business now comes from online ordering?
As a company, 7 stores, 25%.
What has been the most rewarding part of your journey thus far with Texas Steak Express?
Helping people grow, as well as them helping me grow.
Being as successful as you are, what advice would you give to other owner/operators out there like yourself?
Be better today than you were yesterday.