Best Practices
Survival Tip #12: How to Make Curbside & Delivery Orders More Personal and Even Memorable
While it may be more challenging to connect in a personal way with delivery and takeout guests, it's still possible. And because few restaurants are doing this well, here's an opportunity to make your restaurant stand out in a positive, even memorable way.
Here are some best practices to create more smiles and personal connections with your curbside and delivery guests.
- Listen for clues of a birthday, anniversary, or something special going on.
- Tell them, "Thanks for celebrating with us!" As a surprise, you could throw in a dessert with a birthday candle on the side and write happy birthday on the container with a sharpie. "Happy Birthday from the Blue Fish Grill team. Hope all your wishes come true!"
- Send them a video of your team singing happy birthday or a personal congratulations message -- try to use the name of the special person.
- When a guest mentions craving one of your restaurant's appetizers or sides, surprise them by including an extra order. You could write, This side is my favorite too. Here's an extra order to share or enjoy tomorrow.- It will make their day and they'll remember it FOR A LONG TIME!
- Show special appreciation to new guests.
- Every day create a shortlist of new phone order takeout and delivery guests. The next day have someone call, text or email these folks to thank them personally for their patronage and to make sure they enjoyed their meal. A great way to show you care and fix anything that wasn't perfect.
- Put a to-go menu with a business card stapled to it letting guests know that if they have any issues with the delivery to call and a manager will handle it right away.
- Write a quick personalized thank you note with their name. "Thank you for your order Mr. Anderson. I hope your family enjoys the Butcher's Bacon Rack. We really appreciate your business. Be safe."
- Add a few mints in with an index card that reads thank you.
- Decorate the takeout bags with a fun picture or message.
If you don't appreciate your customers, someone else will.
- Jason Langella
Find ways to make your pickup and delivery orders more personal. And, it doesn't have to be something big or elaborate, just sincere and genuine. Your staff will find making someone's day fun and rewarding and your guests will notice and appreciate your efforts.
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Webinar/Podcast
Taking Phone Reservations: How to Project Confidence, Competence and Genuine Hospitality
As restaurant dining rooms are opening up with limited seating, many restaurants are taking reservations by phone for the first time. How these phone calls are handled will create either a positive or negative first impression - of your ENTIRE restaurant. Is your staff trained to assist your guests ...
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Training Video
Phone Order Best Practices for ANY Restaurant
Delivering a superior guest experience is the key to creating loyal, repeat guests. And this applies to ALL your guests, whether they're being served in your dining room or ordering delivery or take-out online or on the phone. Every type of guest should experience competent service and genuine hospi...
