Thursday, September 22, 2011

How Mystery Shopping Can Improve Restaurants

In the restaurant industry, it is essential to remember the most important aspects of the trade: making great first impressions, customer satisfaction and ensuring you will have returning customers. Mystery Shopping is a great way to ensure a restaurant is performing at optimum capacity. Through the use of shops Instant-Replays can identify areas of weakness to be improved upon like the ones below.  

Have a Professional Website – A restaurant’s website should convey what type of establishment they are running. Therefore, your website should contain your address and phone number on every page as well as a menu that is easy to read. If your restaurant is elegant and upscale, let your website reflect that. If not, create an informal website that lets potential customers what environment your restaurant offers them.

The Phone – Ensure that someone adequately qualified is answering the company phone. If a potential customer calls for a reservation and cannot obtain appropriate attention, they will more than likely dine elsewhere. That missed reservation could have been a party of 10-15 people. Can your restaurant afford to lose that revenue?

Ensure Cleanliness – When dining at a new restaurant, the first thing customers notice is the cleanliness of an establishment. Make a statement to them that you care by cleaning the dining room and entrance regularly. This means cleaning the windows, tables, chairs, and light fixtures daily.

Act Friendly – As soon as customers enter your establishment, greet them. This seems obvious and minor, but many businesses become slack with this policy. People like to be welcomed. It makes them feel as if you truly enjoy them visiting your establishment. When they leave make sure you tell them to come back. A welcoming staff can make a bigger difference than you would think on first impressions!

A Polite Hostess is Necessary– Your restaurant’s hostess is the first person to greet customers. Yes, their job is routine and can become boring. However, make sure they are appropriately executing their job. Simply saying “this way please” or “follow me” is not acceptable. Customers are looking for someone to welcome them to the restaurant with a friendly smile and ask how they are doing.

These 5 important aspects of the restaurant industry are simply common mistakes restaurants make. However, with every restaurant, there are different situations that arise because no two businesses are identical. Sign up for an appointment with Instant-Replays today and we will set your business up with a mystery shopping experience that will improve your customer satisfaction. 

Through mystery shopping we can improve on the areas mentioned above as well as any other weaknesses that mystery shopping identifies. You Have to Listen to Improve! Invest in your businesses future by listening to what your clients have to say. Sign up for a mystery shop today or tell a friend in the restaurant industry how they can improve their business!

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