The challenges today have really presented a sink-or-swim game plan for most companies, which has caused many to fluctuate quite sharply – especially in industries where the crowd is common. The restaurant and bar industry has made a major turn towards a contactless delivery and is implementing a business model to maintain profitability. Some restaurants have seen and will see more success than their competitors because of how well they have been able to maintain customer satisfaction. Here are some tips to help you improve your food collection at your restaurant.
1. Make Sure a Seamless Customer Journey
"Customer Journey" is a comprehensive term that describes a customer's experience from the moment they look at your brand until they have made a purchase. The goal for all companies is to make that journey as fast and comfortable as possible. Some easy ways to do this are:
- Includes downloadable menus on all social channels and websites
- Clear, concise prompts (CTA) on the order / pickup website
- Updated opening hours / delivery information on Google My Company Profile
- Download and delivery protocols appear prominently on digital channels (social, website, app, etc.)
- Used third-party delivery apps (though may not be right for all businesses)
While most restaurants have traditionally relied on local foot traffic, people now prefer to do everything online ̵
2. Food Prep & Order Tracking
A recent survey from Rakuten Ready showed that two of the most important factors for customers when ordering online is knowing when the order is ready and clear details on how to pick up the order.
you have ever ordered online from a pizza chain or from a third-party delivery app such as DoorDash or GrubHub, you have probably noticed that as soon as you place the order, they provide live updates on its status – from when the food is made to when it is ready for pickup. If you have ordered delivery, they will show you exactly where the delivery driver is via GPS tracking.
The reason behind this is simple: keeping the customer engaged and knowing their order increases transparency and thus reliability. . If you do not want or cannot create GPS delivery tracking infrastructure, consider updating text messages instead.
You may also be interested in reading, & # 39; Playbook for creating contactless experiences. & # 39;
3. Customer engagement through transparency
There are ways to build trust with your customers other than order tracking. Reconsidering your marketing efforts to focus on aspects of pickup and delivery orders should be your new priority. Ask yourself these questions:
- Do I provide information about download and delivery protocols on the website and the Google My Business profile?
- Do we provide accessible, updated employee health policies?
- Do I use my social media accounts to provide timely updates regarding store policies?
It is important to reassure potential customers, especially during these uncertain times. People want to see you take their health problems seriously, so give them peace of mind. Open, honest and frequent updates will win customers more often than not.
4. Remain Contactless
Many restaurants have adopted contactless delivery and pickup methods. Upon delivery, the driver simply leaves the food at the threshold and either calls, texts or sends a photo confirmation that the food has arrived. You may think that contactless pickup is more challenging. While it may be a new procedure, it really is not that difficult.
“Customers want minimal waiting times with their orders when they arrive. They also want very clear contactless protocols such as designated parking spaces for pickup or pickup areas, social distancing and contactless handoff. ” -Rakuten Ready
By implementing outside pick-up, designated outdoor pick-up areas or other socially remote methods of food pick-up / delivery, you signal to the customer that you are dedicated to making the food process so easy as possible.
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