How do I focus on customer engagement?#FAQFriday

Not long until Christmas now, everyone in the Hospitality Industry is busy and a little frazzled, but it’s still so important to fully engage and be present for your customers and ensure that they receive a professional service and a warm welcome. In this week’s #FAQFriday, Alison shares her top tips on how to ensure your customers are still getting the best service, despite the business of the season.


Happy Friday everyone it’s #FAQFRIDAY

Here are some quick tips to navigate the final stretch successfully:

Efficient Staff Communication: Ensure clear and efficient communication with your staff. Brief them on any last-minute changes, promotions, or customer expectations. Regular communication fosters a cohesive and responsive team.

Customer Engagement: Engage with customers on social media platforms. Share updates on special offerings, events, or promotions happening in real-time. Encourage user-generated content by inviting customers to share their experiences.

Adapt to Changing Circumstances: Be flexible and adaptive to changing circumstances. If certain items are running low or if demand is unexpectedly high for specific dishes, quickly adjust your offerings to meet customer demand.

Monitor and Adjust Staffing Levels: Continuously monitor customer traffic and adjust staffing levels accordingly. If it’s busier than anticipated, consider bringing in additional staff to ensure smooth operations.

Express Gratitude: Express gratitude to both your staff and customers. A simple “thank you” goes a long way and can enhance the positive atmosphere in your establishment.

Quick Problem Resolution: Be prepared to address issues promptly. Whether it’s resolving a customer complaint or addressing an operational hiccup, swift problem resolution is crucial during busy times.

Promote Last-Minute Deals: Consider offering last-minute promotions or deals to attract more customers. This could include discounts on certain menu items, bundled offerings, or special incentives for repeat visits.

Stay Hydrated and Energized: Take care of yourself and your staff. Ensure that everyone stays hydrated and takes short breaks to stay energized during the hustle and bustle of the festivities. Vitamins and minerals always help you get through.

Backup Plans for Technology: Have backup plans for any technology-related issues. Ensure that point-of-sale systems, online ordering platforms, and reservation systems are functioning smoothly. Have alternative methods in place in case of technical glitches.

Encourage Upselling: Encourage staff to upsell by recommending additional menu items or suggesting complementary products. This can contribute to increased revenue during peak times.

Monitor Social Media: Keep a close eye on social media channels for customer feedback and reviews. Respond promptly to any inquiries or comments to show that you are actively engaged with your customer base.

Prepare for Last-Minute Reservations: Be ready for last-minute reservations. Have a system in place to accommodate walk-ins and unexpected bookings, ensuring a positive experience for customers seeking a festive dining experience.

Celebrate Achievements: Take a moment to celebrate achievements, no matter how small. Acknowledge the hard work of your team and the positive feedback from customers.

Reflect on Learnings: Amidst the chaos, take mental notes of what is working well and what can be improved.

These reflections will be valuable for future planning and adjustments.

During the final stretch of the Christmas festivities, a combination of proactive communication, adaptability, and gratitude can contribute to a successful and memorable experience for both your staff and customers.

Don’t forget to review and take note and organise the planning for next year whilst it is fresh.

Lets Work Together,
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