Protecting your brand is becoming increasingly difficult as you have to monitor more platforms that seem to appear each day.
Word-of-mouth restaurant reviews that influenced a handful of people are now replaced by internet sites that aggregate reviews across multiple platforms and potentially reach thousands.
Abrand can potentially be compromised by only a handful of negative experiences shared online.
Restaurants may not think of a pay-at-the-table solution as a way to help manage their brand, but it can do far more than they realize. So, let’s look at how table pay can help.
Manage Your Reputation
From friendly recommendations to online reviews, people seek out opinions from others before choosing a restaurant. Reputation is everything in the hospitality industry.
According to a survey from BrightLocal, restaurants are the number one industry where customers seek out online reviews before trying. That same survey found that an astonishing 72% of consumers have given a review online — a number that continues to grow.
The best way to protect a restaurant’s reputation is to stop negative reviews before they happen.
A pay-at-the-table solution that allows you to collect real-time guest feedback gives restaurant management specifics they can act on before a guest leaves unsatisfied.
Restaurants can create targeted guest feedback to learn how their customers feel regarding:
· Overall Experience
Restaurant management can be instantly alerted to issues that urgently need to be addressed. Instant feedback prevents unhappy customers from influencing others with a skewed personal experience that isn’t representative of the guest experience for the establishment.
Increase Guest Loyalty and Referrals
Customers who feel appreciated return – and better yet – speak highly of the restaurant every chance they get. Not only do they come back to the restaurant when they want a stellar dining experience they can count on, but they also jump to recommend you to anyone who asks.
By addressing guest feedback directly, restaurants are demonstrating that they genuinely care about rising to meet their customers’ standards. Guests learn that they can count on the restaurant to respond to any concerns if they ever arise.
Additionally, restaurants can use a mobile payments solution to reward guests for their loyalty. By integrating your payments with a rewards system, your customers can earn points each time they dine.
When it’s clear to every guest that the restaurant values its supporters, it creates a sense of community that makes others want to join – creating a fly wheel effect.
Discover Opportunities for Improvement and Long-Term ROI
Not only can you use a pay-at-the-table solution to keep customers delighted and rewarded, but you can use it to ward off foreseeable future issues and find opportunities to increase ROI.
When you analyze guest feedback over time, specific trends may begin to jump out at you – positive and negative – that have been missed before. The feedback trends allow restaurants to proactively make changes that could have a significant impact on revenue.
Problematic areas, such as operational hiccups that slow the speed of service, can save the restaurant resources that weren’t well-optimized before the guests’ responses.
On the opposite end, restaurants can identify what customers love time and time again to uncover missed opportunities for menu simplification or special offers.
When the ideas generated from feedback get tested through advancements in marketing– from the contact information the pay-at-the-table service helped collect –they can be validated before unnecessarily costing the restaurant the time and money that is typically required to test new ideas.
Ultimately, restaurants need to utilize solutions that can create a guest experience that keeps customers satisfied and returning. A well-rounded pay-at-the-table solution can protect your reputation, reward your guests, and compound your ROI.
Learn more about howcan improve your guest experience, increase server efficiencies while at the same time protecting your restaurant brand with pay-at-the-table.