Customers leaving unhappy?

Let's face it, we are all customers of one sort or another. You'll have seen an easy problem to solve, witnessed a missed sale opportunity or just sat there pulling your hair out thinking you are invisible! We frequently receive enquiries from clients expressing concerns about their customers' dissatisfaction and asking how tech can optimise their operations. We deeply understand that and know how technology can play an important role in addressing these issues, improving the overall customer experience. Here are some common issues for customers (and you as a customer too):

1. The dreaded wait:

Customers can become frustrated if they experience prolonged wait times before being seated, receiving menus, or getting served. Long queues or delays in getting attention from team will hinder the overall experience.

2. Eyes and Ears:

Diners might feel dissatisfied if your team are inattentive, unresponsive, or slow in taking orders, serving food, or addressing customer needs. Lack of proper communication or assistance can lead to frustration and is a big detractor.

3. It's all in the presentation:

Issues such as availability of allergen information, incorrect orders, delayed or cold food, or meals not meeting expectations in terms of taste or presentation rarely go unnoticed and sadly most customer vote instead with their feet.

4. How does your space 'feel':

Surprisingly, few operators actually sit in their own environment, in different seats to experience what they sell. Excessive noise levels, overcrowding, uncomfortable seating arrangements, or poor ambience can negatively impact the dining experience, making it less enjoyable for diners.

5. End on a high:

By far one of the most talked about frustration and detractor. Most customers expect a quick end to their experience, and once they decide to call for the bill, the clock starts ticking. This will be your lasting impression, may dictate their tip level, their social media share or simply their desire to return. It also offers a great way to achieve service recovery if something went wrong earlier on.

When customers are unhappy and leave bad reviews on platforms like TripAdvisor or Google, when everyone is talking about similar problems and there's a pattern - pay attention, as there might be a big concern.

How to fix:

Using technology can't fix how your place looks or how nice your staff is, but it can make things run smoother, save time and money, reduce wait times, and help you understand how well your employees are doing. However there are situations where technology may not provide a solution. So it's good to consider every option for improvement.

The solutions we can offer:

Handhelds - Faster and more efficient service. Visit customers directly at their table, easily re-order another round, and ensure the customers remain seated.

Integrated payments - Easily process payments with an integrated payment machine, sending transactions directly to the till, thus minimising mistakes and saving time.

Online ordering - Automate order processing, reducing the need for additional staff. Minimise wait times by allowing customers to order remotely.

File maintenance - Get your menus changed on time, making sure all the information that customers see is up to date to prevent any disappointment.

Self-service kiosk - Reduce the queues and cut order-taking time so your staff can focus on providing excellent customer service.