Is the customer always right?
It’s a repelling statement for food businesses to accept. We prefer to pore over sales reports to determine how well our restaurants, pubs and bars are performing. After all, numbers don’t lie. Are we hitting our sales targets? How many puddings did we sell tonight?
It’s all quantifiable.
But even if we’re meeting our targets, it simply isn’t enough to guarantee staying afloat anymore. With restless competitors snapping at our heels and new, innovative businesses popping up like daisies, we can’t afford to rest on our laurels.
We need to dive deeper into what’s really driving performance. To see what’s sustaining the ££ signs on reports, and more importantly, where the issues are. In an ever-changing industry, the ability to analyse finite data regularly and effectively is key to propelling your business forward. Customer reviews now have this power.
Whether you personally agree with ‘the customer is always right’ mantra or not, there is a definitive level of truth to it. We are nothing without our customers.
It makes sense, then, that we should be collecting reviews that provide valuable, granular data and customer insight. We should learn as much as we can about our customers, and quantify this information in the same way that we would with sales performance figures.
Who are our customers? Which dishes do they like to eat? Do they come here for breakfast, lunch or dinner? Who else do they usually dine with? What do they like to drink? What didn’t they like about their experience today?
Basic questions, but personal to each individual diner. Whilst positive customer reviews are great, they fail to give us constructive criticism. Which areas weren’t up to scratch? What was missing from the customer experience? Like practicing a skill or craft, you must continue to learn from reviews in order to improve and grow your business.
Once we accept that finite data drives success, we open our minds to the idea of regular improvement, for consistent and positive change. We take that crucial step back, to really analyse the bigger picture.
Perhaps the Caesar dressing is a bit sour. Maybe the place could do with a lick of paint and better lighting. One single opinion is just that – an opinion. But a thousand opinions echoing each other? That’s insight.
When we analyse specific, granular information like this en masse, we gain quantifiable performance data that helps us to make informed business decisions. Rinse and repeat.
It’s all a delicate balancing act. Of course it’s essential to maintain your brand identity and what makes your business unique to the market, but don’t forget to check in you’re your customers regularly too. Listening and recognising the need for change, as scary as it may seem, gives you the power to succeed over your competitors.
See more information about Get Tasty customer reviews here.
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