Even in times of uncertainty, the restaurant industry can identify new ways to meet customer needs and expectations.
As our CMO Hope Neiman shared with Forbes, “The greatest detail lies in knowing your customers, understanding their anxiety (as well as your own) and compassionately fulfilling their needs.”
Tillster began adapting to the global crisis before it hit the U.S. – helping brands launch new delivery, curbside and pick-up options as well as providing updates for daily business operations changes as the pandemic evolved.
During this time, we’ve identified a few key tips for navigating this unprecedented time while maintaining connections with customers:
1. Communicate clearly with customers to ease anxieties. Your customers need frequent, clear and concise communication, especially for any messaging related to safety, cleaning measures, contactless delivery and other methods being used to protect customers and workers. Share real-time updates via in-app messaging and social channels to ensure customers trust your brand and to ease anxiety.
2. Understand that customers’ habits will shift and how to best respond. Through utilizing data made available on digital ordering and delivery platforms or loyalty platforms, you can understand how and when your customers are ordering. Armed with these insights, you can open up more delivery and pick-up windows outside of traditional times to encourage guests to order when they can. As you update, you may identify new ways of engaging and retaining staff during uncertain times – like utilizing staff as delivery drivers or assisting with new takeout services.
3. Show you understand your customers with your offerings. As families and individuals are adapting to their new daily lives as a result of social distancing measures, ensure you’re offering customer solutions – not just meals. This could include family meal deals, a free kid’s meal with purchase of an adult meal, or even providing hard-to-find supplies such as toilet paper. Or, help to bring celebrations home by offering dessert with every meal.
Interested in learning more about how to adapt to the new challenges presented by the coronavirus outbreak? Check out Hope’s article in Forbes, and for more information about Tillster’s solutions, contact our team.
