Customer service can make or break your restaurant, there's no doubt about that. Regardless of if you're a fast food or fine dining restaurant, you have to make sure that you're providing 5-star customer service every single time.
"Good service is good business." - Siebel Ad
If you fail to provide great customer service every single time that you interact with customers, you're setting yourself up for failure.
Customers will never forget how you made them feel, all it takes is one bad experience to ruin their perception of your restaurant. A bad first impression will stick with them, and it will result in them never returning.
Did you know that over $62 billion is lost each year due to poor customer service in the United States? Failing to provide 5-star service will lead to a lack of customer loyalty, and customers will choose to take their business to your competitors.
As we previously mentioned in our blog post about common problems that restaurant owners face, there are too many restaurants and not enough customers to fill the seats at them all.
Customer service is the number one brand differentiator, it is what will set you apart from the competition. Customers are going to choose to dine at the restaurant where there is consistent service versus the restaurant where it's not considered a priority.
"After one negative experience, 50% of customers will never do business with that company again."
Customers won't hesitate to bring their business to another restaurant where they'll experience 5-star customer service. They want to get their money's worth. If you don't have people lined up at the door with your seats filled, there is major room for improvement.
You might think losing one customer isn’t a big deal, but the problem with the mindset is that you fail to see the bigger picture. When you’re inside the frame, you can’t see the picture.
Losing one customer due to a bad experience leads to negative word of mouth being spread among people in the community, and this can damage your reputation.
"1 dissatisfied customer will tell approximately 16 other people about their negative experience."
Negative perceptions of a business will deter customers from filling the seats at your restaurant, and you can't afford to lose customers when the market is oversaturated with restaurants.
Hoptix720 is the first system that enables restaurants and bars to deliver 5-star customer service through revolutionary video data and analytics. You're provided results on how your speeds of service are performing, and you know have a way to quantify your speeds of service to assess how your staff is performing.
"The customer's perception is your reality." - Kate Zabriskie
Hoptix720 makes it easy to see the areas of your customer service that need to be improved upon, the reports help you identify your pitfalls. It's important to know what your pitfalls are because these are the major bones of contention that customers experience.
Once you know where your weaknesses lie, you'll be able to identify the areas for improvement. You'll also be able to make smart business decisions because you'll be making them based upon "fact" versus "feel".
Never before has there been a way to quantify customer service until now. You have a way to measure your customer service, and what we know is that what's measured improves. The video data and analytics are your gauges to use to help you navigate running your restaurant.
The system can be used to train, coach, and praise your employees. What you'll start to notice is that using hoptix720 to engage your employees will lead to them performing better, and this will result in better customer service. When your employees provide better customer service, you'll see bigger checks, bigger tips, and a boost in employee morale.
Make a stellar first impression at your restaurant, the first interaction you have with customers holds a lot of value. Make the most of it, you won't regret it.