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AN INDEPENDENT PUBLICATION NOT AFFILIATED WITH NRA Kimberly Oser Publisher Jules Denton Senior Associate Publisher Lorrie Baumann Editorial Director JoEllen Lowry • Jeanie Catron • Karrie Welborn Associate Editors Yasmine Brown Art Director Jonathan Schieffer Graphic Designer Sarah Glenn • Caitlyn McGrath Customer Service Managers Stacy Davis • Jay Watson • Hannah Stefanovich Show Logistics & Distribution John Pechota Sales Floor Manager Marcos Morhaim Senior Account Manager Adrian Chacon • Audra Cox • Cami Jimenez Anthony Socci • Steven Taylor • Kim Whiteman Account Managers Tara Neal Director of Operations Enrico Cecchi European Sales Restaurant Daily News is published by Oser Communications Group ©2017 All rights reserved. Executive and editorial offices at: 1877 N. Kolb Road, Tucson, AZ 85715 520.721.1300/Fax: 520.721.6300 European offices located at Lungarno Benvenuto Cellini, 11, 50125 Florence, Italy www.osercommunicationsgroup.com Lee M. Oser Founder Restaurant Daily News Tuesday, May 23, 2017 4 EXCEL DRYER 'EXPANDS & ENHANCES' HAND HYGIENE An interview with William Gagnon, Vice President of Sales & Marketing, Excel Dryer, Inc. RDN: What is Excel Dryer all about? WG: Excel Dryer is a family-owned, Massachusetts-based company that's been manufacturing the finest American- made hand dryers for more than 50 years. We revolutionized the industry with the original, patented, high-speed, energy- efficient XLERATOR ® Hand Dryer that created the high-speed hand dryer cate- gory, and we continue to develop sustain- able, cost-effective hand-hygiene solu- tions. RDN: In regards to hygiene, some sources discredit the hygienic efficacy of hand dryers. How do you respond? WG: A common myth about hand dryers is that they spread germs via their warm air currents, but several respected agen- cies like the Mayo Clinic have dispelled this notion. Published results of their test- ing confirm that hand dryers present no greater threat than paper towels. A n d when com- paring hand dryer mod- els, the most sanitary option, with its hands-under, touch-free design, is the XLERATOR. We even offer two options to take hygiene to the next level. Our HEPA Filtration System filters 99.97 percent of bacteria at 0.3 microns to provide a hygienic hand drying experience with the added benefit of improved air quality in the room. And our antimicrobial Wall ORDER PICK-UP PERIL: RESTAURANTS, FOODSERVICE MUST CONSIDER 'LAST INCH' OF CUSTOMER EXPERIENCE Business news regularly details the con- siderable industry effort behind mobile order ahead and pay programs. Typically offered through an app, seemingly every- one has one – from your favorite coffee- house and QSR to fast casual and food- service. We read more and more about how helping customers avoid the line can benefit brands in these segments. Ironically, mobile order ahead and pay's popularity may be having the exact opposite effect it was intended to have. Massive response to these apps is over- whelming stores. Longer than usual lines are an operational bottleneck and have a negative impact on sales from walk-in customers. In fact, in the case of one of the world's largest coffeehouses, total trans- actions per store dropped two percent in the most recent quarter due to this issue. This motivated the w e l l - k n o w n brand to create mobile order- only stores to better understand the last- inch handoff. Apps Alone Can't End the Wait It's clear that most brands need a better way to manage the mobile order pick-up experience as it is often quite awkward. Customers are usually not clear on where or how to pick up their mobile order. And many QSR mobile ordering apps require Continued on Page 109 Continued on Page 109