Let’s be honest for a moment. Painfully honest. Sometimes, despite your best efforts, a customer’s experience is going to be less than stellar. In some cases, you won’t even know about it because they may not say a word, choosing instead to simply buy their next meal elsewhere.
And while they may not tell you, according to Lee Resources International, a globally known business strategy leader, on average, a single unhappy customer will tell as many as sixteen other people about their unpleasant experience. Happy customers, on the other hand, tell about nine people.
A delivery restaurant’s point-of-sale system is one of its most important tools. As with any tool, proper training and usage result in higher efficiency and more effective management. That being said, a tool is only as good as its operator.
But is it worth the time it will take to train your staff?
There is an old saying that a rising tide lifts all boats. Research has proven this to be true in many areas, not the least of which is a healthier bottom line. For independent restaurants, such as pizzerias, community goodwill can mean that you either THR!VE (see what we did there?) or fail. Engagement may seem hard, but it really comes down to this: when you meet people on a human level, it creates a better all-around experience for everyone involved.
Nina and John went out to dinner one night with friends. As usual, at the end of the meal, there was some playful haggling over who who would pick up the check. John volunteered, so Nina offered to cover the tip. This ended up setting off a lively debate about the topic of tipping. In the end, the server walked away with a 20% tip and everyone went home happy.
Let’s get real for a moment. Customer loyalty is not guaranteed, no matter how good your pizza is. And no matter how many times you landed it like a gold medal Olympic gymnast, one misstep can cost you big time - which makes having high-quality delivery drivers even more critical to your success as an independent pizza restaurant offering local delivery.
As any good comedian will tell you, delivery is everything.
And when it comes to food delivery apps and services, the same rules apply. More and more customers are regularly using online ordering platforms to get restaurant food delivered to their home or office. And it is not just traditionally delivered items such as pizza or Chinese food either.
Customers not only want delivery - they want options. According to a survey by Cowen and Co., online delivery orders of all kinds have risen 380% in the last three years alone. Moreover, Andrew Charles, CFA, restaurant analyst for Cowen and Co., predicts that food delivery sales, which now represents roughly $43 billion, or 8% of all restaurant sales, will increase by 12%, or $76 billion, by the year 2022. Will you be ready?