As strange as these times have been for restaurants, they’re also strange for restaurant guests – and helping the public understand and follow your updated procedures takes some work. A recent webinar from Winsight and SevenRooms pointed out how tech can help hold the restaurant guest’s hand through the changes and make them feel not just more informed but also more cared for while COVID-19 persists. Tech management of reservations and communications around seating can be especially helpful in preparing a guest for their visit before they enter the restaurant. Instead of gathering at the host’s stand in the front of the restaurant to inquire about wait times, for example, guests can wait outside or in their car and receive an alert. When their table is ready, they can receive another text alert asking them to enter the restaurant. Operators can use tech to set guest expectations too. By specifying the location of available tables and pointing out a reservation end time, restaurants can help guests plan accordingly – and also get some assurance they will have a table available for other guests at a certain point.
Even as businesses begin reopen around the country, they won’t be returning to “business as usual” – at least until a vaccine or other treatment becomes available. As your business pushes through these challenging times, it’s critical to prepare your restaurant for when you do return and ensure that your connections with customers are as strong as possible. What lessons are you learning now that will improve your resilience going forward? What are your customers demanding and how can you deliver on it? Can you be more adaptable and nimble when it comes to your service model, menu, inventory and staffing? How might you implement technology that could facilitate social distancing when you welcome customers back to your dining room? Now is a good time to connect with your regulars and solidify your relationships with them so they can help drive your comeback. At every opportunity, share your story with them on your website and social media – how you got into the business, how you and your employees are coping now, and what it looks like behind the scenes of your restaurant at the moment. If you’re closed right now or operating at a much-reduced capacity, cook a favorite dish at home and livestream it on Facebook or Instagram – or make a quick, quirky video on TikTok (find out how here https://buff.ly/309tO53 ). At a time when most of your customers are at home and looking for ways to connect with the experiences they love, remind them that you’re one of them. Try to look at this time as a period of experimentation – with the social media you use, the stories you share, and the service structure you use – to prepare your business to come back better than it was before.