Every restaurant owner’s dream is of owning a restaurant so busy that you need to put measures in place to keep customers happy during long waiting times. Of course, your food and dining experience is worth the wait, but hungry customers can soon turn into angry customers if you do not put appropriate measures in place. If you want to keep your customers happy during their wait, below are 6 tips to help you do so.
Be Honest
Customers appreciate honesty, especially when it comes to waiting times. The worst thing you can do is lie and underestimate how long their wait or food is going to be. If you do not meet these expectations, they are more likely to leave, complain, or request their money back. If the wait is likely to be an hour, it is best to let them know straight away, so they can decide for themselves. Once you start taking reservations, you can also let your customers know, so they won’t have to wait next time.
For restaurants that serve liquor, you should consider adding some extra chairs or tables by the bar, so waiting customers can order a drink and have a place to rest during their waiting time. This can improve customer satisfaction and brings more money to your business. There are also other great reasons to have a bar in your restaurant.
Use A Waitlist App
Restaurant waitlist apps are becoming a very popular way to reduce waiting times and help customers find the best times to visit your restaurant. They allow customers to check in through the app or from a self-service kiosk, so your employees can focus on providing stellar service to other customers.
Customers can also view updates on waiting time and receive a text once their table is ready. They can then go and do their own thing without having to stand around and wait. For more information on using a restaurant waitlist app, and to try a demo, check out this guide from Yelp for Restaurants.
Take Reservations
Many restaurants do not take reservations, but you could be missing out by doing this. Although it can take some time to create a great reservation process, once you have this implemented, you are more likely to attract customers. Fewer people want to take their chances when it comes to getting a table at their favorite restaurants, so if you don’t offer reservations, they may go somewhere else rather than wait.
If you don’t already, you should also take reservations through your website or by using a table booking service. This can reduce cancellations, as many table booking websites offer promotions for customers who keep their reservations. You can choose to implement a late cancellation fee, as last-minute cancellations can be frustrating for any business.
Keep Customer Occupied
Waiting times do not seem as bad if you have something to do. If you often find your restaurant has waiting guests, look for a way to keep them occupied. You may be in a prime location close to shops and other amenities. Ask for their phone number and let them know you’ll call when their table is ready, so they can go look around and spend their time wisely. Give them ideas for things to do close to the restaurant, as they are more likely to hang around. This is where a waitlist app comes in handy too.
Other ways to keep your customers occupied include adding seating and a designated waiting area with activities. If you have a lot of families dine with you, coloring books and children’s toys are a great idea. You could add some bar games, such as pool tables or dartboards, depending on your restaurant theme. Don’t forget to have copies of your menus to hand so that customers can choose what they want during their wait.
Make Their Wait Comfortable
Long lines out the door will send a lot of customers away. As we’ve already talked about throughout this article, it is a great idea to add some seating by your bar area or a designated waiting area for guests to sit down and remain comfortable. If you have outdoor space, you may want to use this for guests who are waiting and are happy to sit outside. In outdoor spaces, make sure to have heaters for colder evenings and plenty of lighting.
Having all your customers standing in the doorway will make it harder for your current guests to leave. With COVID policies also needing to stay in place in some areas, it is best to avoid this or send people away to come back later. When guests do come, have someone on hand to greet them and give them an idea of the waiting times. For an extra treat, you may want to offer guests a free starter or something to snack on, to make them more comfortable. This could even boost your restaurant ratings.
Ensure Your Restaurant Is Worth The Wait
You can do everything right when it comes to long waiting times, but if your food or the service is not up to standard, you are going to have a hard time when it comes to customer satisfaction. Guests may refuse to pay or leave bad reviews, which will ultimately lower your business’s reputation. Make sure your food is up to standard, and if you constantly have long waiting times, you may need to hire more employees.
You can also reduce your menu sizes, as this makes it easier to prepare and cook fresh meals. Hire the right employees for the job, so they can keep guests happy and occupied, even during long waits. Listen to customer feedback to see how you can further improve your restaurant and ensure the food and service are worth the wait.
From using a waitlist app to making your customers wait comfortably, this article hopefully helped explain to you how you can keep your restaurant customers happy during long waiting times. Don’t forget to be honest and ensure your food is worth the wait.
