Ways To Delight Your Guests

Ways to Delight Your Restaurant Guests

Change is constant in the restaurant industry — especially when it comes to technology. And guest expectations have drastically changed thanks to COVID. The key is to use restaurant technology to improve the guest experience, not detract from it. Because while restaurant technology can certainly make your restaurant more efficient overall, the best tech helps you focus on what’s most important: delighting your guests. Here are proven ways — some staff-driven, some tech-driven — to delight your guests in the new year and beyond.

Genuinely welcome your guests.

Drop the scripted, “Welcome to [restaurant], my name is ‘WishI-Were-Somewhere-Else’? Train your staff to provide a real, hearty, genuine, glad-to-see-you welcome... just like they’d offer to guests in their own homes.

Train your staff about dietary restrictions & allergies.

Be sure servers know the menu inside and out. They know what’s vegan, nut-free, and/or gluten-free without having to “check with the kitchen.” Why? Checking with the kitchen automatically instills a subtle doubt in the guest, leading to a less enjoyable experience. Some systems include all ingredients in each menu item detail, so guests can simply check on their mobile POS right at the table for this information. Offer your guests a bonus something delicious right when they sit down — a small cup of soup or a special mini appetizer. This isn’t just for higher-end establishments: even more modest restaurants can offer a token of generosity to set the right tone, and to make your guests feel both welcome and anticipating what’s next.

Use the guest’s name.

It’s been proven on brain scans over and over again: There is no word we love to hear more than our own names. Pass the guest’s name from the host stand to the server, and be sure it’s used when appropriate. Don’t go overboard or it’ll feel unnatural — dropping their name once or twice throughout the meal is perfect.

Set up a loyalty program.

Rewarding your most loyal customers is a surefire way to transform them into lifelong fans. The more you invest in growing your repeat customer base, the less you’ll have to invest in getting new customers in the door. And guests demand it: 25% of guests see loyalty programs as extremely important to their guest experiences, and 24% of restaurant professionals see them as extremely important to their retention strategies. An effective loyalty program is one that has a Customer Relationship Management (CRM) component, because it allows the ability to stay in touch with your customers and personalize their future experiences by centralizing customer preference data. Happy kids make for happy parents — especially in a restaurant. Offer a few kid-friendly options on your menu, and always have some Cheerios or plain crackers available. Make sure you also have plastic cups with lids. Such small gestures to placate a baby or toddler go a long way toward encouraging parents to relax into the experience.

Invest customers in new product offerings.

If you’re planning on swapping out a few beers, adding a menu item, or renaming dishes, get your guests involved! Post your proposed updates on social media, and invite input. Doing so invests them more deeply in your business.

Improve online ordering.

Online ordering is estimated to surpass $76 billion by 2022. Now, guests expect to be able to order food online for pickup in the restaurant or for delivery to their homes. As opposed to traditional call-in ordering, online ordering software is easier, faster, and more accurate. Plus, if it integrates with your POS system, you can fill orders faster and view online ordering analytics in your system.