HOW TO EXCEED CUSTOMER EXPECTATIONS | 3 tips to get more restaurant 5 star reviews
371 بار بازدید -
5 سال پیش
-
00:00
00:00 - Intro
00:55 - Exceed customer expectation
01:57 - Improve your speed of service
03:07 - Setting a standard and calculate your ticket time
04:20 - Overly friend service
05:33 - Cleanliness
07:05 - Ask for it
07:48 - Without asking and direct ways of asking for reviews
10:25 - Incentivize the customers
12:45 - Incentive the team
// WHO:
Hengam Stanfield is the co-owner of two restaurants in San Antonio alongside his husband Matt. Their background is in engineering. They tripled their restaurant sales in less than 5 years with 0 prior restaurant experience.
They believe every restaurateur deserves owning a restaurant that does not own them.
// Need help with your restaurants marketing strategy?
Let’s chat. Email us at: [email protected]
// TODAY’S EPISODE:
Today's question from KLAAS VICTOR and Victor asked
"Is there a way to stimulate the clients to rate 5 stars on google? A free coffee perhaps?"
There are many ways to encourage your customers to leave you reviews however there's no way to make them leave you 5 stars reviews. So to answer that question I will give 3 tips about how to get more reviews and 3 possible tips on how more likely to get 5 stars reviews.
Let's start talking about the 3 tips on how you can more likely to have 5 stars reviews
You got to exceed the expectation!
HOW TO EXCEED CUSTOMERS EXPECTATION:
1. IMPROVE YOUR SPEED OF SERVICE
One thing I want you to realize that we have these whole industries like a fast-food where food is served fast.The question I have for you is how can you exceed your customer expectations if you take 15-20minutes of wait time to get their food? How can you exceed that expectation to get 10-15 minutes? It depends on what food you served. The faster the food is served the better! People are busy. Your team must know the standards of Speed of service. That’s a simple way of exceeding expectation!
2. OVERLY FRIENDLY SERVICE
Greeting and farewelling in an OVERLY friendly service way is something you can train your servers. Have got to train your people on this and daily emphasize how important it is!
3. CLEANLINESS
Cleanliness doesn't mean fancy stuff or beautiful decor. This isn’t about fancy decor! People care about the bathroom. because a lot of times they feel that when the bathroom is clean it's an indication of the kitchen. And it's a well-known thing. People notice cleanliness! Have cleaning checklists and hold your team accountable.
Now, 3 ways to get MORE reviews!
1. Ask for it!
You can ask indirect the customers like use stickers or something you can post on your 4 sides of Wall saying something like “it would mean the world if you’d take 5 minutes and leave us a review”. You can use your Website or write something under your receipt saying the same thing.n And on the other side: Yelp and etc logos and says “Would you please leave us a review?” “It would help us out?!”
2. INCENTIVE THE CUSTOMERS
This might not give you a 5 stars reviews but you will get more reviews and this is how we do it. Where I make sure I can hit the different points I want to say in my response to our customers. For a positive review make communication of saying thank you to them. Email them like you want something to send them to thank you certificate of a little thank you gifts. And for a negative side, it is also the same as we want to make things right we would like to send you a gift certificate and hopes you give us another opportunity please email us.
3. INCENTIVE THE TEAM
One of the things we do is to have a nameplate for our team. A lot of times even good or bad reviews the customers will remember the name of the server. So you will know who was it, who did it and what was it. What we do is If a customer mentions our server's name on a + review, they will receive a $10 gift card! So it’s your teams top priority!
LET'S CONNECT:
SUBSCRIBE to our YouTube Channel: @makingdoughshow
SUBSCRIBE to our Podcast: https://podcasters.spotify.com/pod/sh...
CONNECT on Linked-In: LinkedIn: hengamstanfield
00:55 - Exceed customer expectation
01:57 - Improve your speed of service
03:07 - Setting a standard and calculate your ticket time
04:20 - Overly friend service
05:33 - Cleanliness
07:05 - Ask for it
07:48 - Without asking and direct ways of asking for reviews
10:25 - Incentivize the customers
12:45 - Incentive the team
// WHO:
Hengam Stanfield is the co-owner of two restaurants in San Antonio alongside his husband Matt. Their background is in engineering. They tripled their restaurant sales in less than 5 years with 0 prior restaurant experience.
They believe every restaurateur deserves owning a restaurant that does not own them.
// Need help with your restaurants marketing strategy?
Let’s chat. Email us at: [email protected]
// TODAY’S EPISODE:
Today's question from KLAAS VICTOR and Victor asked
"Is there a way to stimulate the clients to rate 5 stars on google? A free coffee perhaps?"
There are many ways to encourage your customers to leave you reviews however there's no way to make them leave you 5 stars reviews. So to answer that question I will give 3 tips about how to get more reviews and 3 possible tips on how more likely to get 5 stars reviews.
Let's start talking about the 3 tips on how you can more likely to have 5 stars reviews
You got to exceed the expectation!
HOW TO EXCEED CUSTOMERS EXPECTATION:
1. IMPROVE YOUR SPEED OF SERVICE
One thing I want you to realize that we have these whole industries like a fast-food where food is served fast.The question I have for you is how can you exceed your customer expectations if you take 15-20minutes of wait time to get their food? How can you exceed that expectation to get 10-15 minutes? It depends on what food you served. The faster the food is served the better! People are busy. Your team must know the standards of Speed of service. That’s a simple way of exceeding expectation!
2. OVERLY FRIENDLY SERVICE
Greeting and farewelling in an OVERLY friendly service way is something you can train your servers. Have got to train your people on this and daily emphasize how important it is!
3. CLEANLINESS
Cleanliness doesn't mean fancy stuff or beautiful decor. This isn’t about fancy decor! People care about the bathroom. because a lot of times they feel that when the bathroom is clean it's an indication of the kitchen. And it's a well-known thing. People notice cleanliness! Have cleaning checklists and hold your team accountable.
Now, 3 ways to get MORE reviews!
1. Ask for it!
You can ask indirect the customers like use stickers or something you can post on your 4 sides of Wall saying something like “it would mean the world if you’d take 5 minutes and leave us a review”. You can use your Website or write something under your receipt saying the same thing.n And on the other side: Yelp and etc logos and says “Would you please leave us a review?” “It would help us out?!”
2. INCENTIVE THE CUSTOMERS
This might not give you a 5 stars reviews but you will get more reviews and this is how we do it. Where I make sure I can hit the different points I want to say in my response to our customers. For a positive review make communication of saying thank you to them. Email them like you want something to send them to thank you certificate of a little thank you gifts. And for a negative side, it is also the same as we want to make things right we would like to send you a gift certificate and hopes you give us another opportunity please email us.
3. INCENTIVE THE TEAM
One of the things we do is to have a nameplate for our team. A lot of times even good or bad reviews the customers will remember the name of the server. So you will know who was it, who did it and what was it. What we do is If a customer mentions our server's name on a + review, they will receive a $10 gift card! So it’s your teams top priority!
LET'S CONNECT:
SUBSCRIBE to our YouTube Channel: @makingdoughshow
SUBSCRIBE to our Podcast: https://podcasters.spotify.com/pod/sh...
CONNECT on Linked-In: LinkedIn: hengamstanfield
5 سال پیش
در تاریخ 1397/12/22 منتشر شده
است.
371
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