How RusHour helped Costanza manage its orders and deliverers to improve its business
"Thanks to RusHour, we focused on our passion, authentic Italian cuisine..."
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In today's ultra-competitive restaurant industry, customer service is more important than ever to success. Gone are the days when customer service was limited to providing a pleasant experience on the spot. Now, restaurateurs must anticipate their customers' needs and desires. A strong digital presence is essential to get customers thinking about you. Good customer service isn't just about solving problems. It's about supporting customers every step of the way, from ordering to receiving their meal. In recent years, online ordering has exploded, making strong customer service essential even beyond your restaurant's doors. Remember: you are a customer too! Think about what you value when you visit or order from other businesses (especially restaurants!). What makes you feel comfortable? What drives you away? How can a brand earn your loyalty? The answers to these questions will help guide your own methods for turning potential customers into loyal fans.
In this article, we've put together five tips you can start implementing today to improve your restaurant's customer service. Ready to make your customers happy? Let's get started!
Every customer wants to feel special: they want to feel that their choices and presence are important. As a restaurateur, you have the power to satisfy this desire through exceptional service, delicious food and a desire to please. By doing so, every interaction with the customer becomes personal and creates unique relationships that benefit both parties.
Think about all the touch points you have with your customers. Where can you personalize things? By understanding individual customer behaviors, tastes and preferences, you can optimize your company's dishes, promotions and activities for a diverse range of customers.
A great example of creating a memorable experience is custom packaging. Try writing a brief message of thanks on a bag or delivery container, or include small pieces of promotional material to clearly display your gratitude. Customers appreciate little touches like these and will look forward to them when they place a new order.
Communication is important in the service industry. If customers don't feel welcomed by your restaurant, they will have no problem forgetting about it. Communicating in a clear, friendly tone can be difficult when you're under pressure, but it has a huge impact on customer perception.
This is especially true in the digital age, where an unprofessional tone can seriously damage a company's reputation and reviews. When communicating with customers, make sure you understand their goals and align them with yours. Food or service issues may seem difficult to resolve at first, but by taking a customer-centric perspective, you will have the knowledge and skills to rectify the situation.
Take pride in your restaurant and offer solutions, but don't be afraid to take criticism either, it lets customers know you are listening to them, which will encourage them to engage with you again.
One of the key elements of excellent customer service is the ability to answer questions easily. As a restaurant owner, it is important to have a complete knowledge of your restaurant's menu, ingredients and processes, and to be able to explain them clearly to your customers. If you can't answer a customer's question satisfactorily, it can damage your restaurant's reputation, your staff's reputation and your own, and cause customers to prefer other, better-run establishments.
However, having a thorough understanding of your restaurant is not enough. It's also essential to have access to accurate information about your business to keep your staff and customers informed. Employees are more confident when they have the knowledge they need, so be sure to train them regularly and communicate effectively with them.
By telling your restaurant's story effectively, you can build credibility and help customers do the same when they recommend it to others.
These days, restaurant owners are very familiar with customer reviews and many see them as a barrier to business success. However, it's important to remember that reviews are a way for customers to share their opinions about their experience at your restaurant. Without these reviews, you wouldn't know where you are succeeding or failing, and you wouldn't be able to improve.
Instead of seeing reviews as a challenge, see them as a learning opportunity. Use them to identify and correct mistakes and improve your customer service. Reviews are also a way for customers to express themselves and connect with your company.
By fostering a culture where reviews are openly welcomed, you can encourage guests to promote your business online and strengthen your reputation.
Effective customer service takes time. It is important to remember that customer loyalty is not earned overnight. Re-ordering for a customer is one way for them to demonstrate their loyalty to you. Good reviews, five-star ratings and genuine recommendations are also valuable indicators of your success, even if they are not given regularly. In sum, to provide excellent customer service in your restaurant, it is important to understand your business, take customer reviews into account, foster a culture where reviews are welcome, and be patient while persevering in your efforts to continually improve your service.
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