Archive for Customer Service

Article: “The Wireless Touch: Casual restaurants adopt wireless POS with service in mind” (Jul.2006)

August 4, 2006 at 3:45 pm · Filed under Article, Customer Service, Magazines, POS

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excerpt:
“Wireless point-of-sale (POS) systems started gaining attention in 2001, but are just now starting to pop up more often at the tables of casual-dining restaurants. This market represents an estimated 41 percent of the wireless POS market, according to 2005 research from Mercator Advisory Group, a research firm for the payment industry.

With benefits such as turning tables faster, delivering more accurate orders, and maximizing server productivity and customer satisfaction, there’s no question why restaurants are remaking themselves with wireless handheld systems…”

source: “The Wireless Touch: Casual restaurants adopt wireless POS with service in mind” by Vicki Powers (Hospitality Technology, July/August 2006)

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Article: “The Wireless Touch” (Jun.2006)

July 12, 2006 at 1:05 pm · Filed under Customer Service, Magazines, POS

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excerpt:

“Wireless point-of-sale (POS) systems started gaining attention in 2001, but are just now starting to pop up more often at the tables of casual-dining restaurants. This market represents an estimated 41 percent of the wireless POS market, according to 2005 research from Mercator Advisory Group, a research firm for the payment industry.

With benefits such as turning tables faster, delivering more accurate orders, and maximizing server productivity and customer satisfaction, there’s no question why restaurants are remaking themselves with wireless handheld systems.”

source: “The Wireless Touch” by Vicki Powers (Hospitality Technology, Jun.2006)

Note: This article was excerpted from Hospitality Technology magazine and is available online along with the rest of the issue. To see the other articles click here.

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Article: “Jump Start Your On-line Marketing With An E-mail Newsletter”

July 5, 2006 at 9:59 am · Filed under Customer Service, Email, Internet, Marketing, Tools

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excerpt:
“Quite frankly, I believe the restaurant industry is “missing the boat” right now by not taking advantage of this inexpensive, yet powerful marketing tool. There are only a handful of quality hospitality resources delivered via e-mail. This fact may be unfortunate for consumers, but it presents an excellent opportunity for the restaurant owner to grab mindshare by implementing an e-mail newsletter program in their marketplace.

One restaurant doing just that is Corner Galley located in Massapequa, NY. In addition to having a presence on the Web, Corner Galley publishes an e-mail newsletter entitled “The Daily Ship’s Log…”

source: “Jump Start Your On-line Marketing With An E-mail Newsletter” by Jaime Oikle (Restaurant Report)

related article:
“10 Tips for Creating an Effective Restaurant Newsletter” (StarChefs.com)

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Research: “Hospitality Industry Self-Service Technology Study – Redefining Customer Service” (2006)

June 20, 2006 at 12:35 pm · Filed under Customer Service, Free, Research, Waitstaff

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excerpt:
"The depth and range of self-service solutions in the hospitality industry has grown over the last year. Consumers are more interested and motivated to use self-service kiosks and both hotel and restaurant operators are making significant strides in respect to rolling out solutions. While self-service solutions still have limited availability in hotels and even fewer restaurants, the number of roll outs planned will increase markedly over the next four years.

…While it may not be surprising, it is still significant that the companies driving self-service represent the largest hotel and restaurant companies and that large hotel companies are also playing an important role in driving self-service at their restaurant locations as well. These large operators are poised to play a significant role in shaping the pace and range of self-service solutions in hospitality."

source: "Hospitality Industry Self-Service Technology Study – Redefining Customer Service" (Hospitality Technology, 2006) [pdf, free registration required]

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Article: “Free Online Resource Enables Companies of Any Size to Unlock Secrets of Customer Satisfaction” (Jun.2006)

June 19, 2006 at 3:40 pm · Filed under Customer Service, Free, Internet, Research, Tools

 

excerpt:
"Zoomerang, the leader in online surveys, is changing that mix with the launch of its new Customer Satisfaction Resource Center (CSRC). A first-of-its-kind resource, the CSRC is designed to help organizations discern and quantify customer wants and needs. The new CRSC is available at no charge to Zoomerang customers and visitors alike at www.customersatisfactionresource.com.

…"Now with our Customer Satisfaction Resource Center, even companies new to online surveys can easily access the information they need to conduct customer surveys that will positively affect their business relationships and their bottom line." 

source: "Free Online Resource Enables Companies of Any Size to Unlock Secrets of Customer Satisfaction" (TMCnet, Jun.19,2006) 

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Article: “Text Messaging and Customer Service” (May 2006)

May 4, 2006 at 7:52 pm · Filed under Cell Phones, Customer Service, Low cost

 

excerpt: 
"Restaurants – In Sydney, restaurants don't take down your name or give you a pager … they just take your mobile number and send you an SMS when your table is ready.  Surely this is cheaper than getting all those nifty pagers?"

source: "Text Messaging and Customer Service" by Rohit Bhargava (Influential Interactive Marketing, May 3,2006)

This is an example of using an existing, popular technology and leveraging it, in this case, for the restaurant industry. If you believe that most, if not all, of your customers carry cell phones, then provide them the option of writing their number down to receive a text message when their table is ready (and giving them a few minutes after the text to check in with the hostess).

Advantages:
- Your customers can leave the restaurant to stroll around nearby shops (and not worry about the range of the coaster/pager). They will not be anxious from waiting, but relaxed and ready to enjoy the meal.

- The restaurant does not have to worry about the loss of equipment (pagers are often mistakenly taken from restaurants, requiring replacement costs) or the maintenance/training for the pager system.

For restaurants considering a paging system, this might be a low cost, yet effective alternative. For those already with a paging system, this can be an additional convenience for your guests.

Note: This blog is designed to find free or low cost ways for restaurants to use technology to benefit their operations. Many times this blog will feature web tools, but there are also creative ways to leverage non-web technology to enhance restaurant operations.

This blog is not meant to be a source for the latest, greatest (and often times most expensive) restaurant technology and services that hit the scene. If you are interested in such a blog, please let me know.

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