How to Connect with Your Customers in a Socially Distant World
When you think back to your childhood, do you remember your favourite restaurant? Was it somewhere the food was always amazing, the servers knew your name, and you got a special treat on your birthday?
When families mark milestones at a restaurant, that restaurant becomes a part of us. How do you ensure your restaurant can do the same in today’s world?
Add A Digital Element To Your Family Restaurant
A family restaurant is a restaurant for families by families. They’re a cozy place with amazing food, and every customer is a friend. We tend to think of family restaurants as a social place, not one with a digital presence.
Your customers use apps every day to order coffee and food from large chains, but not from you. And while that may not be an issue for your restaurant concept, you are missing out on orders.
Many independent restaurants and small chains worry that adding an app will destroy the personal experience that your family restaurant aims to create—one that says “we care about our brand and want to build unique experiences for our friends.” But the truth is, many brands have been able to add technology as an extension of their experience.
The important thing is to consider your customer’s needs, and what they truly value about your restaurant. Then, build that into your mobile app. For instance, if your customers are always welcomed by name, take note of who places each take-out order. Write the correct name on the packaging. Then, when the customers come to pick up their order you can address them by name.
Hold On To The Best of Both Worlds
Modern restaurant app providers are much more affordable for family restaurant owners than they were in the past. And, as mentioned above, they offer tools that were developed to personalize service.
Here are a few steps you can take to create an engaging digital presence and personalize interactions with your customers.
Develop a Web Presence
Everything you do online matters. Having a good website can help you overcome numerous challenges, but building a great one will go further and attract new customers. A visually appealing website where you can interact with your visitors will provide you with tons of insights about them, too, and that helps you serve them better.
Be Active on Social Media
It's a part of your web presence, but let's pay special attention to social media for a second. Choose the platforms where your target audience spends most of their time: Facebook, Instagram, Twitter? All of them? Be there for them to answer questions and tell stories. Social media is about sharing, so go for it, and show you care.
Introduce A Custom Mobile App
The idea behind developing a mobile app is not to make people order from you. Of course, an app makes the process easier for them since most orders are placed from a mobile device these days. What really makes an app work for you are features like rewards and loyalty programs. It's a great touch when, e.g., on your birthday, you get a push notification from your favorite coffee shop saying, "Congratulations on your big day! Please enjoy a free drink on us!"
Involve Your Customers
You’ve already adapted to the new reality, so keep this flexibility and show your customers you’re listening to them by reading their reviews, replying to their comments, and implementing necessary changes. Encourage clients to order directly from you and leave a #RavingReview for your brand.
In the end, it all helps you and your customer service – and that’s what we call a personal connection.
Curious to learn more or get on board? The Craver Team can make it all happen for you and your family restaurant. Talk to us today to discuss how a tailor-made mobile app can enhance your business.
Amin Yazdani is the CEO and Co-Founder of Craver, a fast-growing mobile platform for Restaurants, helping them gain and retains their loyal customer base.