What makes a Quick Service Restaurant(QSR)? We’re sure you’re thinking food, services, ambiance, marketing strategy… Well, these are undoubtedly the most important aspects of a QSR business. However, the fate of a QSR rests on one thing. Customer reviews.
A customer review can make or break your reputation because your target group will always check what other people have to say about your QSR before taking a step in. People believe people when it comes to a product/service review and this is especially the case with QSRs.
Since people will spend a considerable amount of time and money in a QSR, they want to be sure. Who wants to spoil their valuable time and ruin their taste-buds in a place that doesn’t provide good food and services?
Websites like Zomato and Foodpanda are the most visited sites when people want to know what a QSR is like. When your menu and reputation is on display here, you would want to put your best foot forward.
So, how do you ensure that you are doing the best to salvage the situation of a ‘bad review’ and encourage good reviews? You can’t control how every patron feels about your QSR’s food and services but the right kind of communication can get you on the right track. Here’s how you can manage everything.
1. Nip it in the bud
Well, this is even before the bud actually appears. If there is any kind of issue or problem that the patron is facing at your QSR, you need to resolve it right there before it goes to a website as a nasty review.
Served the wrong dish? Correct it with a discounted price on the right dish. Server was rude? Let the manager talk to the guest and solve it with a complimentary dessert.
Whatever the situation, it is best solved in the four walls of your QSR and the customer must go out with a smile and applauding the service.
2. Nip the bud
Not every time the customer can be pleased. Sometimes you get a customer who is probably at fault himself/herself but will make it appear like you did something wrong. Then there are some customers who are impatient and throw an unnecessary fit if the food arrives late, as per their standards. You can’t really do much about these situations.
However, when this comes up as a bad review on any of the portals, you need to keep an eye and respond as politely as you can. If your response is cold and doesn’t show a path to a resolution or any freebies/discounts on the next visit, the other potential customers will not take long to judge your customer service.
They will see that customer’s comment and if they find your reply not a fitting one, they will refrain from coming to your QSR.
3. A two way communication
Well, you can’t ‘not reply’. No matter how nasty the comment or the review is, not replying again reflects badly on your management. Even if you think a solution is not possible or you would like to discuss this in person with the customer, you can politely ask for their contact details in order to solve their problem.
Customers are more than happy to be pampered and by personalizing their problem and the solution, you are only going a step further to restore their faith in you. You will be surprised at what follows.
Most problems when solved personally, delight the customer and he/she may go back to the bad review and edit/delete it or might just add a compliment or two in the comment thread about your services.
These are brownie points for you. When you feel that the customer is satisfied and is regaining their cool on the call, you can politely ask them to alter/delete the negative review. They will be happy to do that if you have built that rapport and promise to solve their problem.
4. Getting help from the regulars
You must be having some repeat customers who love to eat at your QSR. When they visit next, you can politely ask them to review your QSR if they haven’t already.
Asking for good reviews from not only your regular customers but also from those who like your QSR when they visit the very first time is the best thing you can do.
This helps in increasing the number of good reviews in comparison to the bad ones. Since most people go by what the majority of reviewers have to say, this will keep you safe.
5. Minimize your risk
Last but not the least is prevention, for prevention is better than cure. You must train all your staff members to serve the best in the best manner in order to give fewer, rather no chances for complaint.
Using a good restaurant software and POS to minimize the time taken to bill the guests or receive orders is one of the most crucial aspects to look into. When everything is manually done, errors are always on the higher side.
Ensure proper hygiene of your food and train every staff member to greet and concentrate on every single customer that enters the QSR, even if they order nothing and leave within minutes of coming in. Every second counts.
Whatever the situation may be, try your best to prevent situations which might land you in trouble. If something is unavoidable or not in your control, solve it before it gets blown out of proportion.
Whatever the nature of any business, there is no denying the fact that customer is king. So, treat him like one and propel your business to success. A customer is that marketing tool where you get paid and publicized too! Think about it…