Posted by Tim on December 13, 2014
In a recent survey by the National Restaurant Association, more than half of the individuals who have not used online ordering say they prefer dealing directly with people. The good news: you know their objection, and now you can address it.
Here are some tips to make the online ordering experience more personal:
• Encourage employees to address customers by name when they pick up their order or during a delivery. Their name is already included with their order information. Try to connect with them as personably as possible - treat them like a customer, rather than an order number.
• During a pickup or delivery, employees can also acknowledge special requests – “Your dressing is on the side, just like you requested.”
• Periodically, at the beginning of the day, have a manger contact a customer that had a large takeout order the night before. Inquire about their experience and how they enjoyed their food. Whether by email or phone, you may learn some valuable information. At the same time, customers will be pleasantly surprised that you contacted them to check on their experience.
What impresses customers is the unexpected. All you need is a few delighted customers to post something nice online and to tell their friends. It’s only a matter of time before the customers that prefer to deal directly with people realize
it’s time to start ordering online.
Posted by Tim on November 7, 2013
Restaurant customers are, of their own will, flocking to convenient technologies such as using online ordering for takeout & delivery. But, as one hospitality executive observed in The Wall Street Journal last month, "When you lose the experience of ordering with somebody who can give you an intelligent answer, you lose, well, hospitality."
Although it’s the ideal way to order, personal touch is still important in online ordering. How can restaurants that grow their business with online ordering keep customers happy by maintaining a personal touch? Consider some of these tips and tactics:
1. Select your pickup counter personnel and delivery crew based, in part, how personable they are. A friendly greeting and exchanging quick, pleasant niceties goes a long way with customers and your brand.
2. Make sure the personnel who handle pickups and deliveries know and use the names of the customers. As Dale Carnegie said, “Remember that a person’s name is to that person the sweetest and most important sound in any language.”
3. As an owner, pick up the phone periodically and call a customer who ordered online. Ask them how their order was, how the delivery driver treated them, and thank them for their business. Not only will you make a personal contact, but you will receive invaluable feedback and respect.
