Be customer-service savvy on social media
Social media channels provide inexpensive, visible stages for you to promote your restaurant, extend your brand and deliver customer service. Just remember the right and wrong ways to use it when serving consumers. Social Media Week recommends you use it to listen to what people are saying about you (before you use it to talk about what you want them to know about you). That means that when a customer complains about you on social media, engage with that person one-on-one to show you care about making the situation better. The customer may not always be right but if you respond defensively, it will always make him or her look like a victim – and encourage others to avoid you. In an age when transparency is prized, resist the urge to edit consumers’ responses or delete them – Smuckers, for example, disabled customers’ ability to comment altogether and it can make a brand look worse, according to Customer Experience Insight. In the case of a customer’s negative comment or one in which you’re not sure of the best approach, it’s always best to share your response with team members before posting. While customers expect a fast response (an Edison Research study found that 40 percent of customers expect a response to a social media post within an hour), a short delay can mean your post has a more constructive, positive tone. That said, don’t ignore the forum you have. It can be viewed by millions of people, so make sure you post fresh content frequently.
Tap the millennial talent pool
Chances are you’re not only trying to market to millennials but also trying to engage them as members of your team. Making a connection with them as employees can help you enhance your workplace culture and reach those potential guests you’d like to attract and turn into loyal customers. Millennial Marketing suggests you try to build a collaborative work environment before a competitive one – 88 percent of millennials prefer that in a workplace. Take an interest in their personal lives and demonstrate that you know the work they do with you is just one part of who they are. At work, provide detailed and frequent feedback, describe specific actions they can take (while leaving room for them to leave their own stamp on their work) and provide ample opportunity for them to ask questions and share opinions. A survey by the HR services provider TriNet found that 85 percent of millennials felt more confident in their roles when they have frequent conversations with their managers. Those conversations can be digital or face-to-face – they have grown up using digital media to communicate, after all – but don’t discount how much they value face-to-face interaction with you. In fact, the talent development consulting firm Wild Blue Yonder says millennials would prefer an in-person interaction over an email if given the option. Anytime you need to share serious feedback or discuss setting goals, go with a face-to-face meeting.
The rise of social video
Is the content you post online mostly text, photos or video? In an earnings call last year, Facebook CEO Mark Zuckerberg said 10 years ago, most of the content shared online was text, it was now photos, and soon it will be video. To research the rise of video on social media, Animoto conducted a survey of 1,000 consumers and 500 marketers to get a sense of how businesses are using video to market to their customers. It found that 64 percent of consumers say watching a marketing video on Facebook has influenced a buying decision they have made in the past month and 81 percent of marketers are optimizing their videos for mobile viewing. Facebook, Instagram Stories and Snapchat are the top three channels where consumers are viewing videos from business brands. When posting video, remember that visual appeal is all-important – according to Digiday, 85 percent of posted on Facebook is watched with the sound off.
Don’t fear the delivery app
Do you think that offering delivery could hamper your in-restaurant traffic? Those concerns could be unfounded, according to the data insights firm Sense360. Street Fight reports that the firm tracked 21 million anonymous full-service and quick-service restaurant visits before and after guests had downloaded third-party restaurant delivery apps. The research found that the downloading of these apps does not result in any significant drop in restaurant visits – in fact, consumers tend to use the app alongside restaurant visits. Consumers who download these apps tend to have higher incomes and visit fine dining restaurants 2.5 times more often, according to the study. Therefore, instead of looking at apps as competition for in-restaurant sales, it may make more sense to see them as competitors of grocery stores and grocery delivery services.
Tell your story on Instagram
Instagram Stories is growing fast – it now has 250 million users, according to Recode – and it’s an ideal platform for restaurants. Food lovers can post photos and video, along with drawings, text and stickers. Skift says the platform suits restaurants so well because while Instagram gives operators a place to post well-curated images of the menu, Instagram Stories can help build engagement because it allows for a more casual, behind-the-scenes look at your kitchen, staff or ingredients. You can introduce followers to new ingredients you’re weaving into your summer menu – and everything disappears in 24 hours, so your tone can be more low-key. Instagram is backed by Facebook and has highly engaged viewers: A new report from TrackMaven says Instagram is the stand-out leader in social media engagement, with 96 average interactions per post per 1,000 followers. Even so, there’s still room for growth.
Simple steps to pest prevention
Preventing contamination in your kitchen this summer can be as easy as cleaning up at regular intervals, enlisting employees’ help and changing your lighting. In a recent report in Food Safety Tech, the entomologist Tim Husen recommends asking employees to watch for signs of pest activity. Alert them of areas where pests are likely to breed, as well as what signs of pest activity look like. He suggests setting a zero-tolerance policy for spills, debris and waste, as well as daily, weekly and monthly sanitation routines on top of an annual deep cleaning. Remember to clean beneath the surface – of equipment where bacteria may grow, and around boxes and inside gutters where pests hide. Directing lighting toward your facility (not mounting it on your building) and using sodium-vapor lighting or LEDs instead of mercury-vapor lighting can ensure you’re not attracting pests too.
Help your kitchen handle summer heat
Summer is sizzling, and the change in temperature can pose additional challenges to restaurants. Food safety advisor Lisa Ackerley suggests operators take extra precautions in the kitchen. Sweltering days can make it difficult for refrigerators to hold their temperature for food storage, for example. Keep refrigerator doors closed and avoid storing warm food inside, as it is difficult for refrigerators to cool warm food to the proper temperature quickly enough. Help food reach room temperature more quickly by reducing the size of stored portions to dissipate heat or cooling it in an ice bath first. Make sure your kitchen is well-ventilated but resist the urge to open windows and doors, which can invite pests inside. If you’re preparing or serving food outside, ensure you keep it out of the 41 to 145˚ zone, where pathogens can multiply rapidly. That goes for food deliveries you receive as well – ensure you can promptly store perishables as they arrive.
Protect against pests this summer
As the weather warms, pests will be all the more tempted to frequent your restaurant, potentially spreading bacteria and damaging your property. (JP Pest Services says rodents harbor and spread more than 2000 human pathogens and termites cause $5 billion in property damage each year.) You can help deter unwelcome guests by taking action inside and outside of your facility. Chris Del Rossi, founder of Food and Drug and the Bug integrated pest management company, spoke at the National Restaurant Association’s 2015 Quality Assurance Executive Study Group meeting and recommended operators focus on sanitation, structure and storage to prevent pest infestations. Any cracks or crevices between equipment can house pests, so use equipment with lockable wheels and flexible gas and electric lines to help ensure you can clean hard-to-reach places. When storing food, avoid placing anything on the floor or against walls. Installing wire shelves that keep food off of the floor and inches from walls can help you avoid an infestation. Dispose of food waste in trash bags and take it to a dumpster promptly. Make sure your dumpster isn’t dirty, has a lid and isn’t within easy access of your doors or windows. Consider pests when landscaping as well: Ensure plants around your premises don’t touch the ground or the walls of your property and surround your foundation with a strip of gravel, which can deter pests far better than bark mulch. Check the exterior of your property to make sure your pipes, roof, walls and tiles are crack-free and well-sealed.
Ease your restaurant's labor pains
Labor challenges are enough to keep any restaurant operator awake at night, from the rising minimum wage to the struggle for talent in a high-turnover industry. In a recent Toast survey, 46 percent of restaurant operators said their top challenge was hiring, training and retaining staff. So how do you cope? Restaurant Hospitality suggests you consider a range of actions. To help address the pay disparity between front- and back-of-house workers, you could charge administrative fees (say 2-3 percent of the final bill) or raise menu prices to fund a pay increase for those not included in tip pools. That can help ensure that on a busy night, everyone reaps the benefits; just be transparent with guests about what you're trying to achieve with new charges. Consider opening your books to your team -- training everyone from your dishwashers to your cooks about the financials of your business -- and sharing in the profits to encourage everyone to think and behave like an owner of the business. That can also help you identify and limit practices that waste money and time, from unprofitable menu items to an excess in staff. Some operators continue to experiment with service charges or sales commissions, adding a 20 percent surcharge to checks and not expecting tips (though still accepting them) on top of it, or just eliminating tipping altogether by including a hospitality fee if you feel your clientele will pay the increased menu prices to support it.
Who's in charge of social media?
Social media marketing represents a growing percentage of most restaurants' promotional campaigns. But is your social media best kept in the hands of a tech-savvy team member or is it time to hire a firm to manage it for you? Social Media Restaurant says for the majority of operators out there, the answer to that question should be "both." Consider hiring a consultant with industry expertise who can develop a campaign for you that includes the vehicles that make sense based on your brand, goals and clientele. (If you're part of a restaurant group, your consultant can help you ensure you use a consistent voice across locations as well.) Once you have a creative strategy in
place with clear objectives and tasks built into it, someone in-house who knows your customers well should spend some time each day making updates and accomplishing set tasks.
Prevent summertime Salmonella
The warmer months are prime time for the spread of Salmonella, which causes about 1 million foodborne illnesses each year in the United States. It's often found in foods including chicken, vegetables, eggs, fruit, sprouts, beef and pork. The U.S. Department of Health and Human Services recommends you remember four key actions to prevent Salmonella. Remember to properly Clean (wash hands, utensils and food contact surfaces, though not the poultry, meat and eggs themselves), Separate (set the meat, poultry and seafood apart in the refrigerator and use different cutting boards for those items), Cook (ensure foods are cooked to the appropriate temperature and stay at 145 degrees or above after cooking) and Chill (store foods at 40 degrees or colder in general, and refrigerate or freeze perishables and prepared foods within two hours, or within one hour if the room/outdoor temperature is 90 degrees or higher).
Don't let it go to waste
After labor costs, food costs are the top expenditure for restaurant operators, according to POS Sector. Those costs should range from 28 percent of sales (typical of casual restaurants) to 33 percent at fine-dining restaurants, according to the Wall Street Journal. If they're not, review your menu to ensure your top-selling items are also the most profitable. Chef Klime Kovaceski, who opened the Miami restaurant Crust in 2015 and posted sales of more than $1 million and a pre-tax profit of more than $200,000 for 2016, keeps a close eye on food waste. He recommends using minimal ingredients to keep costs down and reduce the incidence of spoilage -- risotto is a common item on his menu, for example, but herbs and spices lend wide variety to it. He also insists employees show him spoilage before throwing away food so they can determine what went wrong, and enforcing strict standards with suppliers to ensure he always receives fresh product.
Marketing with meaning
Investment in social media marketing is projected to increase by 90 percent in the next five years, according to Salesforce.com. Regardless of your budget size, you’re wise to allocate some resources to it. But how? The CMO Survey, which collects and distributes the opinions of top marketers, suggests that your marketing budget should comprise 5-15 percent of your revenue. Of that, 10-50 percent should be used for digital marketing, to include SEO, pay-per-click, social media and content marketing. The types of social media that marketers use vary widely but the most popular outlets right now are social networking on sites like Facebook and LinkedIn, blogging (or microblogging on Twitter), and sharing video and pictures on sites like YouTube or Instagram. Video, according to the marketers surveyed, is the medium ripe for expansion in the months ahead.
Give tours of your restaurant (before guests even walk through the door)
Posting your menu online is customary. Posting a Google 360-degree virtual tour of your restaurant is less common – but it’s a great way to bring guests to you. Before consumers read your reviews on Yelp on TripAdvisor, they’re searching for you on Google. When you post a virtual tour, you get the chance to impact consumers’ first impressions of you. Social Media Restaurant says the tours appear in Google searches and on Google maps and you can also include them in your digital marketing. (Facebook just introduced a feature that allows you to post a panoramic shot of your restaurant on your business page, for example.) During a recent Restaurant Week in New York City, 55 percent of participating restaurants offered a “Business View” virtual tour – and consistently, diners booked tables at those restaurants more frequently.
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