BOOSTING YOUR RESTAURANT REPUTATION
How to create dining experiences customers will want to rave about
If you’re in the restaurant industry, you know that your success depends on customer experience. When catering to guests, they should get the service they deserve, but at the same time, you need to know how you stack up against the competition.
People are willing to travel far and wide to check out the best-rated restaurants. And although they might reap the pleasure of warm ambiance, some people are seeking a more personal touch in their dining experience. With the rise in popularity of customer reviews sites like Yelp, TripAdvisor, and Google, people look for “all the goods” when they go out to eat.
The customer reviews of restaurants appearing on these popular sites have a tremendous impact on a business’s reputation. Recent research compiled by Finances Online shows just how much ratings matter to customers and restaurants alike:
Diners who don’t eat in a restaurant that has a rating of fewer than four stars.
Diners who discover restaurants via online reviews and the establishment’s website.
5% – 9%
Possible boost in revenue by improving customer reviews by half a star.
Researchers have also found that apart from the number of stars a restaurant receives from an online reviewer, the amount of emotion expressed in the review affects consumers’ response to it. Therefore, it’s in the best interest of restaurants to encourage customers to leave glowing reviews of their establishment.
Knowing how to leverage technology is a vital tool in improving restaurant reputation and reviews. Specifically, modern point of sale system features allow restaurants to deliver the customer experience that compels diners to share their positive, “you have to try it” experience with the world.
Point of sale system features make dining more enjoyable
Every aspect of a customer’s interaction, and thus a restaurant’s reputation, can be enhanced by applying the tools and capabilities built into a cloud-based point of sale (POS) system.
Whether they’re dining in, taking out, or having their order delivered, customers will find the experience more pleasurable because of the technological advantages a POS system provides. These advantages include various data-driven elements, which give you the ability to:
Refresh your menu by promoting certain dishes and replacing less-popular items with new dishes based on the data generated by your POS system’s built-in sales analytics features.
Bring the menu to the customer digitally via your custom website, mobile app, and QR code generator, all of which are available in your restaurant POS solution. Many diners visit a restaurant’s website before visiting, so it’s a prime opportunity to make an excellent first impression.
Pair your restaurant’s website with a branded mobile app that features a click-and-collect option for curbside pickup and other contactless ordering and payment options.
Take advantage of emerging food trends by analyzing reports that help you keep ahead of changing customer preferences.
Design digital menus for online customers that automatically suggest complementary items and popular combinations based on whichever selections the customer has chosen.
One of the most important ways restaurants can boost their reputations is by having all the necessary information in a single, easily accessible location. This helps restaurants operate more efficiently, reduce waste, ensure adequate staffing, and avoid the hassles that can sour a diner’s visit.
Managing reviews: How they impact restaurant reputation
For a decade now, improving restaurant ratings on peer-review websites by as little as half a star has directly impacted reservations and revenue. That reality leaves restaurant owners and managers with a need to find management systems and technology that improve the customer experience and encourage diners to share their positive feelings online.
Here are just some ways an optimal POS system can help you monitor the critiques of your establishment, get involved, and ensure a strong restaurant reputation:
- Provide access to restaurant review sites that allow eateries to claim their restaurant and receive an alert whenever a new review is posted.
- Alternatively, you can set up a Google alert to be notified each time a new review appears.
- Immediately respond to reviews when it makes sense. This is especially true with reviews that are critical and accompanied by a low star rating.
- Take advantage of the insights that can be gleaned from the reviews. If several diners complain of slow service, for example, it’s unlikely that their experience was the result of a single busy shift or bad day.
Quick tips for responding to reviews
- Always be positive in your responses to reviews, and the more biting the criticism, the more pleasant and upbeat your answer should be. If the person’s complaint is about something you have no control over, apologize for their poor experience.
- Don’t forget to respond to positive reviews as well, even if only to offer a personal “thank you” and an invitation to return soon.
- If you want to challenge something negative in a review, it’s best to do so via a private message or offline, when possible, to avoid sounding defensive.
The rise of peer-review has led to an understanding of the online market as a feedback economy, meaning great customer experiences and the reputation for regularly delivering them directly attracts new customers.
This also means that any mistake might come with fairly significant consequences attached. A single negative review might not seem substantial, especially for the long-standing restaurants that might not be up to date on such beneficial technology. It happens to everyone, right? All business owners hit bumps in the road.
That is true, but by not taking every measure possible to keep your customers, those bumps can turn disastrous. On average, a single negative review costs businesses 30 customers. That’s how much power a customer review holds. Here are some other key statistics:
Take charge of your restaurant’s reputation
The digital advantages of a modern POS solution let you take personal control of your restaurant reputation. In addition, the service and management features can let you provide a more efficient, more impressive service, and the internet connectivity gives customers a simple, logical way to share their positive experiences with others.
If you take the time to find a POS solution that suits your unique needs, you’ll be rewarded with a better version of your business that becomes its own best advertisement.
The POS experts at talech are ready to work with you to craft a POS system that provides all the features you need to generate excellent customer experiences and drive your reputation upwards. Sign up for a free demo to get a first-hand look at the capabilities of today’s cloud-based POS systems.
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