Customer Relationship Management (CRM) is key in building and maintaining a loyal customer base. A crm system can follow the purchasing habits of restaurant customers and make personalized offers based on spending habits. Think of it like a person who can remember every detail about your restaurant’s customers, like birthdays, favorite dishes, and favorite table. A crm system combined with new technology like beacons, mobile devices, and even HDTV can offer you even more opportunities of contact. To put this into context, you are now able to offer more personalized service both inside and outside of your restaurant.
In the past, restaurant staff kept handwritten records or just used their memory. Then computers and email came along and usually one employee was given the task of updating an Excel spreadsheet. Manual input of customer information led to mistakes and duplicate entries. A restaurant crm system takes all of the hassle away. It can help you obtain, grow, and maintain rewarding customer relationships.
Collect basic information
How do you get started? At first, collect basic information, like name, email address, and telephone number. Then, as you notice the customer coming into your restaurant more frequently, ask them for feedback – what would they like to see in the restaurant, have they liked the level of service, do they like your food? If they are happy, that’s great. If they have some negative feedback, that’s okay too. Even better than okay. This allows you to understand the problem, fix it, and improve your restaurant.
Give your customers more reasons to give you their email. Figure out what would benefit your customer, like special offers, news about events or new dishes, coupons, and so on. Have you thought about starting a newsletter? A restaurant newsletter is a great way to share all of this information. Perhaps a newsletter isn’t for you – what about coupons or special offers? Think about who your customers are. Is your restaurant located close to a university? How about offering free WiFi, and when they log in, users are prompted for their email address. Students know they can come to your restaurant to use WiFi, and you know who is frequenting your establishment.
Know your customers
With a simple crm system for restaurants, you can tell who is visiting your place, how often, and what they are ordering. This is important in offering personalized deals, but also in offering personalized service. Have you considered having your own restaurant app? With your own app, you can install a beacon at your door and use it to greet customers with push notifications sent straight to their phones, linking to menus or daily specials.
Integrate your POS with CRM system
A crm system can also be integrated with your POS system, where you can review purchase history. After a customer visits your restaurant a few times, purchase patterns begin to emerge. You start to get an idea of what kinds of food they like. For example, you may notice that a customer has never ordered a dish with meat, meaning they may be vegetarian. In this case, when sending out special offers on dishes, you wouldn’t send this customer a coupon for steak.
A crm system facilitates keeping and maintaining customer information, saving you time and helping your restaurant business grow.