„I respect your idea of serving food but really I want it my way.“ Restauranteurs need to understand expectations, doubts, and untold wishes of our guests. How strategies, mindsets, and tools can help you getting better in anticipating guests wishes.
Customer Intelligence
To be able to treat restaurant customers individually we have to know them. Maybe a serious conversation is the best way to accomplish that. Unfortunately, there is often not enough staff to do that. Or staff is badly trained in communication. Since everyone places bits and bytes on the Internet, we can use information for restaurant services. Like analyzing social media posts.
Create great customer experience
I really like Deloittes approach in showcasing the specific steps of the customer journey. And the topics that need to be addressed by staff. Engage, Empower, Hear, Delight and Know me. This idea shows the importance of rethinking service as we learned it. A holistic strategy to guide your guest and collect information along the way is a must.
Have it my way
Why should I buy the same product as my neighbor? Why should I be satisfied with the chef’s recommendations in the menu? I can probably consider this as a suggestion with a lot of potential for my own wishes. Some companies (link below) used that new mindset already to give the best possible freedom of choice. What about showing your guest a list of ingredients and ask them what they would love to eat. In the near future, they will show up anyway with a specific nutrition plan based on DNA and personal food tolerance.
