A repeat customer for your business says many things. It could mean that the customer enjoyed the food so much that it brought them back to dine at your business. Or it could also mean that the service provided was exceptional. What we do know for sure is that repeat customers value your business and are willing to continuously support it. This article is a short guide towards enhancing and maintaining a positive customer experience for the guests that engage with your business.

It is without debate that repeat customers returning to your venue for dining is a key indicator for a successful business. This type of achievement is not unwarranted or reached without your efforts taken to ensure customers have the best dining experience when visiting your premises.

With the above in mind, focus on enhancing your guests’ experiences in hospitality involves focusing on all aspects of the customer service from when the customer arrives at your venue to when they leave. We encourage a strong emphasis on personalisation, clear communication and exceeding customer expectations. See below for a list of concepts you could consider when attempting to enhance your customer experiences when dining at your business

First contact: Pre-arrival communication

First impressions count! It is essential that from the moment your guests enter your premises that you flex your hospitality standards from the get-go! Here are some tips to doing so:

• Pre-arrival communications – Sending automated emails/text messages to establish guest preferences and provide information about your business’s amenities and policies and inviting them to ask any questions beforehand.
• Personalised Welcome Notes – Surprise your guests with welcome notes or small personalised gifts. These add a personal touch to your service.
• Extra Services – For example, if you have a reservation-based business, then allowing guests to arrive early or leave later than they originally booked/expected.

Building a welcoming atmosphere

Whether it is in a lobby, waiting room or dining table, establishing a warm and inviting environment enhances guests experiences at your venue. Consider how your venue appears both visually and ambiently.

Providing an unforgettable service

Stand out from the crowd by going the extra mile with your service delivery. This can be achieved in numerous ways, including:

• Providing extra training to staff – Exceed staff expectations and beyond by ensuring your staff are empowered to provide attentive, responsive and caring service.
• Extra Amenities – Establish amenities that stand out from general hospitality businesses. E.g. providing individual towels in your bathrooms, validating parking for businesses located near only paid parking locations etc.
• Additional Complimentary services – Customers appreciate complimentary services that may go amiss with other businesses including free Wi-fi and/or charging port provisions etc.

Staying up to date with technology and innovation

We are fortunate to be living in a time where technology and innovation is being embraced in our economy. This should be taken advantage of where possible. Systems such as data analytics, online platforms and Artificial intelligence are now being used by businesses to maximise customer experiences and identify where improvements could be made.

Ongoing goals of improving your business

A good business owner never stays comfortable for too long! By that we mean a good business owner is always looking to improve no matter how well their business is going. With this in mind consider utilizing the following:

• Feedback – Constantly seek and encourage feedback from customers. This can be done through surveys, utilising social media or even directly asking customers before they leave your premises.
• Actually utilising feedback – Requesting feedback is one thing but genuinely considering and using it as a means to improve is another thing. Make genuine efforts to use feedback to identify areas for improvement and make the adjustments required.
• Continuous improvement – With the above in mind, regularly assess guest experiences and ensure you not only make the required adjustments, but also continue to administer and maintain them.

With focus on these key areas, business owners can look to create and maintain a memorable and positive guest experience that, in turn, generates positive reviews, further recommendations to future customers and most importantly, customer loyalty with repeat business guaranteed.