When you’re forced to limit hours and service

​Your business has likely been taking a range of actions to manage inflation and lower costs, from revamping the menu to working with a smaller staff. But according to the latest edition of PYMNTS’ Digital Divide Study, which surveyed over 2,300 restaurant customers in the U.S., the biggest change that consumers noticed restaurants making right now was reducing their hours or closing their dining rooms (49 percent). This figure was well above the percentage of guests who noticed longer order processing times, lower-quality service or lower-quality food in restaurants. While closing dining rooms and reducing hours may be unavoidable for many operators in the midst of a labor crunch and high inflation, the fact that such a large percentage of consumers are noticing this change indicates that restaurants could be missing sales opportunities and likely turning off potential guests who seek them out only to find they’re not open. If you’re open less frequently right now or have closed your dining room, regularly ask for guests’ feedback about what they like and when they eat your food – and mine your tech for this data – to ensure that you’re making the most of the more limited service you’re offering. That could call for changing up your menu to ensure it includes only your most profitable items, or, if you have a loyal following who used to visit your dining room regularly, offering promotions or other experience-boosters to entice them to pick up carryout from you. At the very least, make sure your restaurant’s hours and available service are up to date on your website, social media and search engine listings so guests aren’t chasing you down only to be disappointed you’re not open.

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