Your customers are your bread and butter, and while your food may be the initial draw, keeping them coming back takes more than the right menu. More than anything, customer service draws repeat business, and it doesn’t take a lot to impress.
Great service takes work, but it’s inexpensive—and essential to build a loyal fan base for your restaurant.
Teach hospitality by example. Encourage your staff to treat every customer as though they’re the first guest of the day. People pick up on a genuine greeting right away, and recognize immediately if you’re not sincerely at their service.
Treat your customers as guests. You wouldn’t be rude to a friend or family member visiting you in your home. How welcoming are you to patrons in the restaurant? Do staff rush through orders? Forget to smile or offer a personal greeting? Have you cleaned up for company? A clean establishment and professional staff play a big part in welcoming guests, as first impressions are based on visual cues.
Go above and beyond. Great customer service isn’t just smiling and taking an order. Go the extra mile by offering guests something they weren’t expecting. It doesn’t have to be a big expense out of your pocket, but something that perhaps doesn’t come out of theirs. Enroll new guests in your VIP program. Use your POS to remember birthdays, and email a card.
Build loyalty, one guest at a time. A loyalty program is an investment in the customers who keep you in business. Keep track of points they earn with their purchases, display the rewards they’ve qualified for, and make them feel as though they matter. Rewards build loyalty and frequency—and even order size. It’s the Loyalty Trifecta.
Speed Service with Caller ID. In a delivery operation, the customer experience often begins with a phone call. That’s why a pizza POS system will integrate caller ID. Caller ID can speed the order-taking process dramatically—by 50 percent, according to Paul Knaysi, owner of Pablo’s Pizza in Grand Junction, Colorado. In fact, Knaysi called us to share that his pizza point of sale system had saved him so much time, he was able to cut back on staff despite a 33 percent increase in sales volume.
Previous Order History and Recall. People are creatures of habit, and your POS system’s order history lets staff to tap into that tendency to speed up order entry and improve service. Your POS should maintain an unlimited order history for every customer, and allow customer service staff to complete a transaction quickly and personally by recalling the guest’s last order, or selected items from any previous order.
Good customer service is about bringing customers back by sending them away happy. It’s an easy concept, and regular reviews can help you identify where staff may have gotten lazy or might be in need of a refresher. What are you doing to promote great customer service in your restaurant?
Posted by Tricia Hoy| Author's website