Is your independent hospitality business ready to reopen?
Make sure your customers know when you are opening
You won't get bookings if nobody knows that you are open, and your customers have had plenty of time to forget all about you. Get your marketing communications strategy together now! Don't rely on one particular method to get your message out there; whether you use leaflets, emails, Facebook ads, posters, etc., make sure you reach your audience, wherever they are.
It's all about the experience
In the current climate, it will be a difficult balance between making your customers feel safe and providing that personal touch that keeps them coming back. If you spend time working out the customer experience, you can make sure that it is still welcoming and on-brand while introducing safety measures.
How do your customers want to interact with you?
There are various ways of making in-person ordering safe, but even if you don't offer a takeaway service, offering contactless ordering is an option worth thinking about. It's something McDonald's and Wetherspoons were already doing long before the pandemic hit – and you can do it too. There are affordable contactless ordering options out there available on subscription. If you get your process right – you can make sure that your customer gets that personal touch without having to order in person (see below).
With no-one queuing at the desk and fewer staff members needed on-site, you may even be able to get some of those tables back that you lost thanks to social distancing rules.
Speaking of takeaway – if your kitchen staff are back, it might be worth thinking about offering a takeaway service. If you do, you can make customers feel even safer be offering contactless delivery and tamper-proof stickers on takeaway bags. If you opt for contactless ordering on-site, adding a takeaway option to the website would be a relatively easy step.
Getting your processes right
During the first easing of lockdown, there was a significant increase in no-shows for hospitality businesses that had already had to reduce the number of covers. Think about taking a deposit for bookings to avoid this. It doesn't have to be much – just enough to make a psychological difference. This is easy to set up on a website.
It is a great idea to have waterproof menus that can be cleaned to reduce the risk of spreading the virus. Don't forget to amend your process though – it is a waste of time having cleanable menus if they aren't cleaned, as a matter of course.
Automate processes to make the best use of your contactless ordering system, make your guests feel welcome, and add a personal touch. Have a QR code and a website URL on the table or menu to take customers directly to your ordering system. Include automatic upselling – for example, if a customer orders a coffee, they can be prompted to buy a cake. When food is ordered, you can prompt customers to order their drinks at the same time. Make sure that customers get a thank you message after their order and remind them to book again.
Making your life as easy as possible
You will be very busy getting ready to open, so why not go to someone who can handle all your covid safe design, print and web needs. From menus to floor stickers, to takeaway packaging, to your contact-free ordering system, Aitken Design can sort it all out for you. Call us on 07843 987 446 or email us at info@aitkendesign.co.uk
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We offer discounts for charitable organisations