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.
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