Situated near the lake, Pisces Rising is one of Mt. Dora’s newest—and most striking—restaurants. Superb cuisine and the charming ambiance of a beautifully restored home provide patrons with an exquisite dining experience. But above all, Pisces Rising offers its clientele the highest in service excellence. That’s why Ryan Donovan, General Manager of Pisces Rising, knew the restaurant had to incorporate wireless handheld terminal technology.

Support Is Key
            After ten years with the Walt Disney Company, Donovan understood well the importance of service in the hospitality industry. “I was excited with the idea of wireless terminals,” he said, “but we had serious difficulties with the company we chose. We didn’t want to abandon the approach, but the support just wasn’t acceptable. Then we consulted Abacus.”
            Rich Peterson, President of Abacus, knew what Donovan was facing. “Our customers are restaurateurs. They want to provide a memorable dining experience, not become computer experts. At Abacus, we understand that. We manage their technology, so they don’t have to.”
            As a quickly emerging technology, wireless terminals require expertise to program and put into operation. Donovan recalls, “One of the first things I said to Rich is, ‘I have to have somebody to call.’ He explained the Abacus Way, which emphasizes support after the sale. Abacus has a twenty-four hour a day Customer Care Call Center. And if they can’t walk me through a process, they’ll send someone out to help us. It’s just phenomenal.”

Improved Customer Service
            Wireless terminals bring service back where it belongs—at the customer’s side. “It allows us to focus on the guest,” says Donovan. “Hopefully we’ve taken care of our customer’s needs before they make a request, but our customer always knows exactly where the server is. Everything is completely efficient.”
            Wireless technology permits greater flexibility in service as well. Units equipped with card readers allow servers to close receipts at the table. “We have card readers on each terminal,” says Donovan. “A server can print a receipt at whichever printer is closest to them.”
            Wireless technology gives servers the time to handle more tables and interact with more customers. Restaurants can use fewer servers or have only the best servers interacting with the customer while others simply deliver orders. Says Donovan, “The whole flow is smoother. We use the runner system. As soon as the food comes up, the runner is waiting right there to take it. This means our server is still on the floor, taking care of our customers.”

Cost Benefit
            Along with the intangible benefits of wireless terminals, the technology also offers a tangible cost benefit: significantly decreasing the time it takes for an order to reach the kitchen results in decreased table turn time, more seatings, increased profits, and fewer people walking away due to a long wait. “The cost benefit is undeniable,” says Donovan. Not only can servers handle larger sections, more tables, more guests, the revenue generated from having the information right in front of you, being able to upsell, know the wines that are available, is incredible.” He continues, “Also, the confidence level in our servers is obvious. It’s a large house, we have one hundred and forty wines on our list, we have a very extensive menu. But its all right there and they know they can answer any questions a guest may have.”
            He continues, “We have servers who have been in the business for quite a while and they have their own style, their own way of serving. Some are a little leery at first—it’s foreign—but they pick it up remarkably quickly. The learning curve is surprisingly easy.” He laughs. “Some of our people call it their brain.”

Security
            The portability of handhelds comes with security concerns. Donovan nods in agreement. “There are mechanical safeguards you can put in place, and we have. But more importantly, we talked with the staff about the significance and investment in the handhelds. The servers realize the value the handhelds bring to their job and they want them there for their next shift, so I don’t see it as a concern.”
            Peterson explains a different security issue: “Not all wireless technologies are created equal. Cheaper models do not necessarily transmit information securely. Abacus won’t sell a customer a technology that is not completely secure.” Donovan agrees. “Identity theft is becoming more and more of an issue. We want to protect our patron’s most valuable asset: their identity.”

Power
            Battery life has increased dramatically in handheld devices, but they still have distinct limits. Donovan acknowledges it. “We open at eleven o’clock and the battery will take us through a good portion of dinner and we just switch the battery. One or two have run all the way down,” he says. “We simply changed the battery and kept going.”

Durability
            When asked how durable the handheld terminals are, Donovan winced. “The first time a handheld hit the floor, all our stomachs turned. But we picked it up and it was still working. Now when one gets dropped, I don’t even turn around. Nobody’s happy when they do it, but nobody’s worried about carrying one around, either.”

The Big Picture
            Asked if he is sold on wireless handheld terminal technology, Donovan does not hesitate. “There’s not a restaurant in business that couldn’t benefit from this technology. I’d like to tell people, ‘Find the money, get this in your restaurant.’ From a big picture standpoint, it’s just phenomenal.”