Imagine it… you walk into the same restaurant that you’ve visited every week for the last 12 months. The queue is long, you wait. You think about the restaurant service you’ve received. The lack of recognition and no one has ever said thank you.
Would you return tomorrow? Or start visiting the restaurant down the road.
Restaurant service is more important than ever
It’s no wonder that over the years, an increasingly competitive environment has led to the hospitality sector turning its focus on one thing: customer service.
In fact, research conducted just a few short years ago, predicted that by now, 89 percent of businesses will be competing mainly on customer experience (1) – and they were not wrong! Customers value great customer experiences so highly that a Walker study predicts that it will actually overtake price and product as the key brand differentiator by 2020 (5).
How customers perceive they are being treated by your establishment will be the difference between unrivalled success, or lead to these customers turning to the competition. According to the RightNow Customer Experience Impact Report, 89% of consumers have stopped doing business with a company after experiencing poor restaurant service (2).
Can you really afford to lose them?
It’s not too late to change your ways
It takes 12 positive experiences to make up for one unresolved negative experience
(Source: “Understanding Customers” by Ruby Newell-Legner)
OK, so you might not be giving your customers a bad experience but are you giving them a great experience?
Mobile ordering can help you raise those standards. Look at Ordoo as the VIP restaurant service that will bring customers back and blow your competition out of the water!
If you are still not sure how mobile ordering can make you stand out from the crowd, then let Ordoo be your guide…
Now us Brits love waiting in line. We are so good at it that we could probably make it a national sport. According to research, we actually spend up to three days a year in a queue (that’s six months in a lifetime) (3). However, make us wait too long for our morning coffee and we will become hotter under the collar than our Americano.
These days we want to get in and get out, quickly. Let’s be honest, we’ve got places to go and people to see, and we wait for no one!
Great customer service can turn a bad situation into a good one, and servicing customers quickly and efficiently can have them (ironically) lining up for more. Pre-ordering can even remove the need to queue completely, enabling a seamless walk in-walk out encounter. How happy would your customers be then?
The moral of the story is don’t make us wait longer than we have to.
No one is saying you have to invite your customers on holiday with you, or round for Christmas lunch (unless you want to!) but adding a personal touch to your customer’s experience with you is no bad thing.
Studies have shown that 38 percent of customers attribute a good experience with personalisation (4). If that is not reason enough to get personal with your customers, we don’t know what is.
You don’t need to go collect the life story of everyone who walks through the door, mobile ordering could hold all the data you need.
When using the Ordoo app you can greet your customer by name (just in case you forget), remember when they brought their friends back or ask them why they haven’t visited in a while. Personalising this information will blow your customers away!
Don’t forget to put a little personalisation in your processes.
Say thank you
It’s just good manners. And we all respond well to good manners.
However, there are more ways to say thank you. In fact, we often expect more than just words in return for our loyalty. Not feeling appreciated can push even the most loyal of customers into the arms of the competition.
You could blame what your competitors are offering for turning your customers’ heads, but actually, only 9 percent leave because of this. Surprisingly, 68 percent of business have lost a customer due to them feeling like the business is indifferent to them instead (4).
A digital thank you needs to have a place in your customer service experience. Luckily for you, mobile ordering apps provide the perfect platform to send a little thanks their way. And not just any thanks – a special thanks just for them.
A message with a great discount attached is a wonderful way to say thanks, and is as easy as pie with mobile ordering. Not only does it make your customers feel valued, it also brings them back for more.
Remember, a little appreciation goes a long way.
See… it’s easy when you know how!
Remember, good restaurant service is all in the delivery, and mobile ordering apps are on hand to help. The fight for your customer is on. And your weapon is an unrivalled customer experience brought to you by Ordoo.
If you want to arm yourself with Ordoo, and beat the competition…get in touch.