People, in general, are always appreciative when asked whether or not they are happy with the service/product they were provided. It goes on to show that you actually value their opinion. Taking their feedback is a way of making them feel special, that the primary goal of your restaurant is not just getting their money, but providing them with an incredible experience and a full value to their money. This is how you put a customer in the central position, ensuring them that they are the King; this is how you ideally run a successful restaurant business.
If you intend to stay ahead of your competition, you must never stop listening to your customers and jotting down their feedback, irrespective of whether it is positive or negative, whether it is prompted or unprompted.
Let’s take a look at the top five reasons why we think customer feedback is extremely important to a restaurant business.
1) Helps you improve your Products and/or Services
You should always be alert about the needs and wants of your customer. Especially if you are planning to introduce a new product/service, you need to know if your customers will be willing to pay for it or not. Even when you think your knowledge in your profession is on top, we still manage to miss out on few important things. So how do you know whether or not the product will be accepted and liked by your customers? Answer is simple, Take their Feedback. Their opinions will help make sure that your product meets their needs and final expectations.
Quick tip: Use Petpooja. It offers customer order history where they show customer’s past orders with your restaurant, average pocket size and top favourite dishes. Brilliant right?
2) Helps you measure Customer Satisfaction
The most crucial factor when it comes to determining the financial performance of a company is customer satisfaction. There are so many benefits that are directly linked to this one factor like; high market share, restaurant popularity, higher revenue and what not. Umpteen number of studies have shown how closely is customer satisfaction connected to a company’s overall performance. So, it is obvious you need to know if you’re meeting the expectations of your customers or not.
Quick tip: A restaurant in particular, could use rating based questions to estimate the level of guest satisfaction. But they should also always leave space for comments to get precise answers in their feedback.
3) Helps in Retaining Customers
Collecting and then making use of customer feedback is probably the shortest way to creating satisfied customers. And with satisfied customers, customer retention always increases. An unhappy customer is bound to find a better alternative to your restaurant and leave. If you ask your guests for their opinions regularly and find someone expressing their dissatisfaction at something, you can immediately get to solve it for good.
Each time you face an unhappy customer, it is the perfect opportunity for you to win
them back and increase their loyalty towards your restaurant.
Quick tip: Grab that perfect opportunity and make the most out of it. Also don’t be afraid to face it yourself. Every customer loves it when the owner of the place involves them self to resolve the issue. If they are really upset, give them some free food they love.
Remember Petpooja? Know their favourite dish and give it for free. *brownie points*
4) Shows how much you Value their Opinions
When you ask your customers for their feedback, you’re communicating to them how important their opinion is to you. This is how you involve them in the process of shaping your restaurant business, and therefore make them feel more attached to your brand. As you listen to their voice, it helps you create a stronger relationship with them. It is one of the best ways out there to gain valuable brand ambassadors for your restaurant who, for no cost at all, will do a fantastic word-of-mouth marketing for you, even bringing you more customers, therefore increasing your revenue. Everyone knows that almost nothing is as effective as organic customer recommendations to establish yourself as a trustworthy brand in the eyes of your current as well as potential customers, alike.
Quick tip: You don’t need any tips for this. You know what to do. Respect your customer’s opinions and show the change. When you show them the change, they gain trust and respect for your brand.
5)Helps you get the essential data for further Business Decisions
In today’s age and time if you start making decisions based on nothing but loose guesses, you will find the highly competitive and might we say, ruthless market plain unforgiving towards you. Successful restaurant owners gather as well as manage all distinct types of data which helps them better strategize for the future. This is the only way the best restaurants out there are able to adjust their services and products to perfectly fit the needs of their customers.
Quick tip: Always get the feedback. Sometimes your customer might not fill the true feedback in front of you, send them links via SMS to fill feedback and get the best response. Petpooja has both feedback app and Link based feedback to collect and store all feedbacks of customers at a go.
Customer feedback, without a doubt, is a highly reliable source to give you tangible data that can be brought to use while taking worthwhile business decisions.
At Petpooja, a restaurant management platform, we help you take customer suggestions into consideration. You’ll be better equipped to find out where you should allocate your money so as to get the highest return on your investment. But the work doesn’t just end at collecting all the data; we always like to remind our clients that once they have all the information at their disposal, it is up to them how they translate it into the right decisions and actions for their restaurants. Of course, we love to help in any way we can because Petpooja loves Restaurants 🙂
If you have a restaurant or planning to open one, we’d love to discuss ideas as to how you can build a successful brand out of your restaurant. Give us a ring at 7046223344, or write to us at firstname.lastname@example.org.