In your plate blog series by MasterTAAG

Reinvent the experience

A simple guide to the ultimate customer experience

Duration: 5 minutes

In the previous blog, we covered the importance of your restaurant staff. They must understand that the customer pays for the food and the experience that comes with it! According to the National Restaurant Association, about 56% of people prefer to spend money on an experience rather than just-food. Customers looking for a good time at your restaurant will not be impressed with grumpy and rude staff. Now it is time to talk about customer experience and what you can do to make sure your customers get the best experience.

Sanitary measures

Due to the pandemic, many sanitary measures have been put in place to curb the spread of the virus. Ensure that you follow these measures so that everyone is safe! Click here for information about sanitary measures and restrictions that apply to your restaurant in your country.

Depending on the sanitary measures put into place by your local jurisdiction, if your staff is not required to wear a mask, remind them to smile and give a heartwarming welcome! A year of wearing a mask has hidden the many expressions that we are used to pre-covid. A smiling person is rarely something we see nowadays except on our screens.

A smiling person is rarely something we see nowadays except on our screens.
Pleasing your customers

Customer satisfaction should be every restaurants’ main goal. However, do not sacrifice your staff. Protect them from unreasonable and angry customers. Strike a balance in your decision-making to keep both your customers and your staff. The easiest and most efficient way to deal with angry customers is by rewarding them with freebies, coupons, and discounts. This not only tames their temper but also builds strong relationships and customer loyalty. 

A customer is only satisfied when his/her wants and needs are met. Some do not have preferences, while others have specific requests. Ranging from allergies to exactly a pinch of salt on their steak, the restaurant should go above and beyond to make that happen. By accommodating, customers will surely come back if they enjoyed it. 

Moving on, the flow of the restaurant must be well balanced. Although the food might be served quickly, if the food tastes bad, it is likely that the customer would not return. The same thing applies vice versa. A good balance between the quality of the food and the speed of service will maximize customer satisfaction.

A happy customer is the ultimate goal of any restaurant
A happy customer is the ultimate goal of any restaurant
Prices are a dealbreaker

One of the main factors taken into consideration by customers when deciding on what and where to eat is the price. Fair prices are attractive to customers. Not too low until you are unable to cover your expenses and not too high until the customers cannot afford it. For example, it is unreasonable to price a glass of water at $5. If you are able to cover the cost of certain things like water, do it! Customers will appreciate it! 

As restaurants begin to reopen, you can offer discounts as a way to attract customers to dine in. Promotions like buy one free one, happy hours or free drinks can help draw a crowd to your restaurant. It might even separate you from your competitors.

Prices are a dealbreaker
Prices are a dealbreaker
The importance of customer experience

Why is customer experience important? The power of word of mouth. According to Esteban Kolsky, 72% of customers will share a positive experience with 6 or more people. Strive to give your customers the best experience, and more customers will walk through your door. 

How do you measure the success of your efforts? Feedback from customers is the main measure of success. Ask them for feedback after their meal and read online reviews. Some restaurants offer incentives to their customers to provide feedback or an online review. For example, a 20% discount code for their next meal in exchange for an online review, could encourage more people to give their feedback.

Finally, after having read those reviews, make sure to REPLY to them. Acknowledge your faults by apologizing and always thank them for coming. If a customer had a bad experience and leaves you a bad review, you can apologize and promise them a better time for their next visit. You can promise all you want, but be sure to deliver those promises and work on your restaurant’s flaws.

Thank you for reading.

I hoped you have learnt something from this week’s blog. Stay tuned for more content next week. 

Author: Jin Liaw 

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