This Restauranteur Claims That Selflane Has the Best Customer Service
Charles Gregory Gutierrez
- Owner/operator of The Daily Grind and Caruso’s Italian Restaurant
- Has been in the food industry for 42 years
- Started working at his aunt’s Dairy Queen when he was nine
The Challenge
Before buying Caruso’s Italian Restaurant, Gutierrez stressed about how Lavu, the POS system that was used for The Daily Grind, was hindering his business. “We were losing connectivity often and the customer service was pretty bad when we needed help with troubleshooting”, commented Gutierrez. After six months of using Lavu, Gutierrez was fed up and decided to try something new. The next POS, which is First Pay POS, turned out to be worse than Lavu, according to Gutierrez. He says, “service was not there and product itself was poor. You kept losing connectivity with the wireless. It was more expensive than what I’m paying to use Selflane, and it was very slow. Opening up the application on the iPad was about a 15 to 20 second process”.
Not only did First Pay hinder the business, but it also made the customer service look bad. Gutierrez said, “there probably wouldn’t be a day that went by without losing connectivity for some reason. Sometimes, you didn’t know if the receipt was sent to the kitchen or not. When my servers send the receipts to the kitchen after taking an order, they soon find out that they have customers out there still waiting for their food.” Lastly, Gutierrez was concerned about how much his employees were discounting customers, as the discounts were higher than they should be. However, he couldn’t take action because he wasn’t sure who to accuse.
The Solution
The days of using subpar POS systems eventually came to an end soon after Gutierrez met Kevin. Kevin introduced Selflane to Gutierrez awhile back, but it wasn’t until he bought Caruso’s when he considered giving Selflane a try. Gutierrez couldn’t have been more satisfied with a POS system. “I knew within about three days that Selflane was way better than any POS I’ve ever used” commented Gutierrez. Kevin then helped set up Selflane at the Daily Grind. By switching over to Selflane, Gutierrez is satisfied most with the service, simplicity, and the detailed reports.
The Result
Excellent Service
Gutierrez had many great things to say about Selflane’s service. He claims that there are actually no challenges with using Selflane: “I don’t know of any challenges because anything that I’ve requested, like any programming or any new report that I need, I call them and they have it done within the day, or day and a half”. Unlike the previous POS systems that have been used by Gutierrez, Selflane values their customer service and want to assist you with any difficulties. Gutierrez is also fond of Kevin’s personal branding as it complements Seflane very well. “He is very knowledgeable and likable. Everything he said he will do, he gets it done. I’ve never had to chase him down for anything”, commented Gutierrez.
User-Friendly
Selflane has a simple layout that makes it easy for anyone to use. As someone who has worked with several other POS systems, Selflane’s user-friendly layout came as a surprise to Gutierrez. “When I worked for Wendy’s, I was in charge of all the programming of the registers and we used Panasonic, and then we switched over to Aloha, and back to Panasonic. And the programming of Selflane’s register system is so much more simplistic than any of the other ones I’ve used, even Lavu and Lavu is simple”, mentions Gutierrez.
He also talks about the learning curve: “The learning curve for Selflane is very, very easy and straight forward. You just have to be able to see and read and you’re pretty much self-trained”. Taking orders, splitting checks, giving discounts, adding and taking away items from checks, and checking out customers doesn’t have to be difficult, and Gutierrez can attest to that.
Detailed Reports
By using Selflane, Gutierrez noticed that he’s been saving more money due to the fact that he is able to monitor if his employees are discounting customers too much. In the past, Gutierrez saw in the reports provided by the previous POS systems that the discounts seemed to be quite high, but he didn’t know which employees were at fault. With Selflane’s detailed reports, Gutierrez says, “it spouts out how much each person discounts and then it prints out on the receipt every discount they do. It’s monitoring their honesty for lack of better words”.
