Building relationships with your off-premise diners is the key to repeat business and referrals. Food service and hospitality are social, service-oriented businesses. Off-premise diners don’t always physically interact with your restaurant or your staff, so you must figure out ways to show them genuine hospitality. What you need to do is incorporate elements of your restaurant’s ambiance and personality in every order taken off-premise. It can be as simple as writing a personal note that adds a human touch to an otherwise digital relationship. Think like a marketer and have branded takeout containers, loyalty program, discount coupon for filling out a feedback survey. Any way you can reach out or they can reach out to you is a way to get more information about their likes and dislikes. It’s so important that you are connecting with these customers because when Covid has been minimized you will want a full restaurant again.
In addition to personalization you must always stay consistent with your message. It’s important that your online ordering is easy and simple to use. Also make sure your website and social media pages are up-to-date. It’s important that the ingredients and pictures are consistent with the actual order going out. There must be a way to customize your order if needed. If that means an additional charge make sure that is indicated. Too many times customers will go elsewhere when the ordering process is difficult.
When orders are picked up curbside, inside the restaurant or delivered by a staff member, they should be reviewing the order with the customer. This will help staff catch mistakes before the customer leaves the restaurant or delivery service drives away.
Your off-premise menu should be smaller than your dining-in menu. The most important thing is to make sure your packaging is good for travel and that food will arrive HOT!!! Also a few other things to consider when you put your menu together.
Do you use a delivery service or does someone from your restaurant deliver the food? There are pros and cons with both so make sure you evaluate your best option. Once again, I stress the importance of food arriving HOT!! Also it’s important that the delivery person is knowledgeable of the area and that the correct order is delivered to the right customer.
Creating an off-premise dining experience is different than an in-dining experience however the key is still consistency and quality customer experiences. If your restaurant wants to increase revenue through off-premises dining it’s time to hire a professional shopper to check out your system. We at The Hart Experience would love to help you increase revenue contact Debbie@thehartexperience.com 602-717-3271 https://www.thehartexperience.com
PS We are offering 50% off any takeout shop in the Phoenix area through December 31, 2020. Let’s move your off-premises dining to the next level!!!