Customer service is one of the most important elements of managing a successful business. Whether you run a quick serve or a fast casual, any successful business requires excellent customer service. However, nowadays, customers easily switch from brands they love. While there are a number of reasons as to why this might be, it is often caused by customer service, or lack thereof. According to a Harvard Business School study, customer service has a massive impact on your revenue. Using Starbucks as an example, they found that the satisfied customer visits 4.3 times per month, spends $4.06 and is a customer for 4.4 years but a highly satisfied customer visits 7.2 times per month, spends $4.42 and is a customer for 8.3 years.
Undoubtedly, satisfied customers are integral to your business model. What people don’t realize is that POS software provides business owners with the knowledge and tools they need to deliver the best customer service possible. Here are just a few ways that customer service can be improved by adopting restaurant POS technology.
- Speed of Service: One major goal of every quick service restaurant (QSR) is to keep the lines moving. In a previous post we looked at how no customer enjoys spending time standing in lines. Not only do wait times affect customer frustration and abandonment but also how much customers are willing to spend. A study by Gad Allon of the Kellogg School of Management discovered that in the fast food industry, each extra second of wait time reduces the amount that customers are prepared to pay.With an intuitive quick service POS system, that links your front of house with your back of house, employees can take orders and ring up transactions both quickly and accurately. Similarly, with POS technology, multiple customers can be checked out at once, further reducing wait times and increasing customers’ turnover. Fast-moving lines not only ensure heightening customer satisfaction but a modest decrease in wait time can have a significant effect on your bottom line.
- Flexible Payment Options: Today we live in a cashless society, while some people still regularly pay with cash more often than not most people prefer not to carry it. In order to meet customer needs and ensure satisfaction, restaurants need to be in a position to offer and accommodate different payment options. With modern point of sale systems, it is easier for operators to accept all major forms of payment including credit, cash, gift cards, check, even EMV chip card. The more convenient you make it for customers to spend money in your restaurant, the more your profits will increase.
- Online Ordering Convenience: With so many of us online, it’s not overly surprisingly that online ordering is one of the fastest growing and most robust trends in the food industry. A study conducted by Deloitte shows that 40% of consumers prefer to order online and when they do, spending increases by up to 26%. While signing up with the likes of GrubHub, UberEats, Eat24 etc. may offer a way to gain access to online ordering capabilities, operators can easily integrate online ordering with their exiting POS. Not only does this provide full control over the order process but it also means you can provide a customizable user experience and gain insights on individual customers.By offering online ordering, your business is catering to the convenience generation and deepening customer relationships, translating to higher customer satisfaction and increased customer loyalty.
- Reward Loyalty: A lot of QSRs have regular customers and repeat business can drive increased sales – research shows that returning customers spend 67% more than first-timers! A loyalty program is a great way to keep your best customers happy and increase advocacy simultaneously while also improving your bottom line. With a POS, restaurants can easily maintain a database of all its customers and access details such as past purchases and transactions. Using this data, operators have the opportunity to reach and connect with customers authentically, offering personalized discounts and rewards.
Incorporating a reliable POS system can help deliver an elevated customer service and ensure your customers’ needs are met satisfactorily.
Here at FoodTec we have over 20 years’ experience of helping restaurants take their businesses to the next level. Our POS has been built to help you run your business the way you want it run. No matter if you have 1, 10 or 100 stores, and whether they are delivery, QSR, full service or fast casual, we have a solution for you.
Why not get in touch with us today to find out more about our platform and how we can help you grow your business and meet your customer service needs.