It is often assumed that the most difficult part of restaurant business is to attract customers to your establishment. However, the reality is quite different. While getting people to give you a chance to sere them might be tricky, retaining those customers is no easy feat either. Both these objectives can be achieved through adding value to guest dining journey. Ever wondered how?
According to prominent Delhi-based restaurateur and Khan Chacha owner Navneet Kalra, when customers find more value to their dining experience, they not only attract to such businesses but also keep coming back. “There are numerous ways with which you can make the dining journey more rewarding for your guests, but contrary to the common assumptions, it all starts before the diners even knock your door,” he says.
Elucidating his statement, Navneet Kalra points out that while the most prominent means remain loyalty programs, only a few realize the power that a strong client response management (CRM) system wields. “You can start with knowing your audience and targeting them with personalized messages. This lays the foundations of customer loyalty. When your guests feel a personal connection with your business, they are bound to come back,” the Khan Chacha owner says.
In his expert opinion, informing the guests of the added perks of their visit before their scheduled arrival enhances the excitement and makes them feel special, thus forging a stronger customer relationship. Navneet Kalra also suggests rewarding diners when they make reservations directly from your website is a great way to build anticipation and loyalty before the guests even arrive at your restaurant.
“We are living in a fast-paced, digital era. Gone are the days when the diners visited a place just because their acquaintance recommended it. Today, people like to judge the location, the food, the ambience – everything – before they make a booking. Investing in a robust online presence can come handy in such cases. You can run online ads to make them aware of your business, while showing them what your place looks and feels like,” Khan Chacha owner Navneet Kalra suggests.
He adds, “You can also work towards making direct bookings a lucrative option. Most customers enjoy a short and hassle-free booking process. You can sweeten the pot by offering them exclusive perks like discounted meals or complimentary drinks. This can help establish customer loyalty at an early stage of guests’ dining journey. The key here is to adapt to whatever new resources are available at your disposal, and make optimal use of them to make your business grow.”