As consumers return to their pre-pandemic routines of dining out and enjoying time in restaurants with friends and loved ones, they are not just looking forward to enjoying favorite meals, but also the experience. Top-tier customer service has never been more important than it is now, and for operators, making sure diners feel safe, comfortable and relaxed during their visit is key. Here are four best practices that can help to enhance the customer experience.
- Rethink branding and promotions
Elevating consumer opinions of a restaurant can be done a number of ways—first, operators can reconsider their branding and promotions. Personalizing digital communications, including storing diners’ past online orders so reordering is a breeze, or sending coupons for dishes they’ve previously ordered, can remind diners that they aren’t just another dollar sign to the restaurant. Personalization helps foster brand loyalty, and rewards catered to their specific preferences—done by updating loyalty programs—helps encourage repeat visits.
- Offer entertainment during wait times
As diners flock to their old favorite spots, wait times may be longer than they were pre-pandemic—especially if additional safety measures, such as socially distanced tables, are in place. Making sure customers are entertained during their wait can be helpful in ensuring they have a good time and don’t get too frustrated while they’re waiting for a table to free up. Consider using television programming, such as DIRECTV for BUSINESS, to boost comfort and enjoyment in waiting areas and to keep customers engaged. Popular sports games, current events TV and other programs can keep otherwise bored diners excited for their turn and help distract from long wait times.
- Prioritize innovation and order accuracy
According to Technomic’s July 2021 report, Consumers In Year Zero, the number of recent dining occasions driven by the need for novelty has grown 26% over the past two years among Gen Z and millennials. With novelty being a key decision driver for where to dine, operators should prioritize adding new or limited-time offers to the menu to keep diners excited about trying new things. Additionally, the same report found that 92% of consumers say order accuracy is important or very important when choosing a restaurant. Operators should have systems in place to ensure order accuracy is high—especially if there are unique or specific instructions on a dish.
- Ensure great programming in the restaurant
While diners nosh on their favorite foods—and some new items on the menu, perhaps—having something to watch and hold their attention can boost their overall enjoyment. By utilizing programming from DIRECTV for BUSINESS, including sports games, awards shows, popular television and more, operators can keep diners seated longer and ordering more as they share food, drinks and laughs with their party. It’s easy to set up, too—click here to learn more about DIRECTV options for restaurants and to learn more about how television can boost diners’ satisfaction when dining out.
This post is sponsored by DIRECTV for BUSINESS℠ National Accounts