Covid has rapidly advanced the technology revolution that restaurants were heading towards. Consumer expectations may be different than they were 6 months ago, but the means to satisfy these expectations are the same- various forms of technology, and always being up to date with them.

The best way to understand this is by following the customer journey, in 3 categories of technology needs that act as stages:

Interactions with your business online
Interactions with your physical business
Interactions with your customers after they visit

Each category requires technology, and without these communication channels, you risk customers taking their business elsewhere.

Interactions with your business online

Pull up another tab and Google your website.

Does Google My Business have accurate information? Does it say that you are not open for dine-in even though you added a patio? Is your phone number even current? Are your hours accurate? Does Google Maps have your location listed? How about Apple Maps?

Next, check your Facebook, Twitter, or Instagram (We hope you have at least a Facebook or Instagram account). When was the last time you posted? Do you still have a bar manager listed on the About page on Facebook that has been furloughed?

Finish off by checking out what your customers are saying about you on Yelp or Tripadvisor. Are there comments or questions that you can answer?

Is your restaurant profile up to date? How about your menu?

Remember - this is not a one-time activity. Staying current with these aspects is crucial for you to continue having patrons. Most people don't want to have to call a restaurant to confirm this information - or worse yet, find out when they show up at a closed restaurant.

Offering online ordering, pickup, and contactless/curbside pickup and reservations is a must for your restaurant. If you are located in the Midwest like we are, you know that winter is approaching. You can't rely on your patio for your patrons to support your restaurant.

Digital ordering has grown 300% in the past six years and from February until April of this year, even in suburbs, online ordering has grown 3,868%.

It is more important than ever to make this transition for your restaurant.

Reach out to us if you have any questions about what third-party delivery, online ordering, and reservation services is right for your business.

Interactions with your physical business

For those who are willing to pick up food or dine-in, how many touchpoints have you made contactless? Going contactless in as many ways as possible and informing your customers about it, is vital. Affordable ways this can be done is implementing Mobile Ordering, using QR Code menus, implementing various touchless payment methods, and more.

Science has helped many customers make this transition and we are happy to help you do the same.

Interactions with your customers after their dining experience

Now that you have a basic understanding of where your company stands in regards to your online presence and your physical business, you have to consider how to retarget and retain your customers. Finding out how their experience was or encouraging them to come back by sending them a message during the week with a coupon or a special on a menu item they bought before, is really only possible by using a CRM software that utilizes preferential data to make it a personalized experience. There are so many software options out there and many can take care of your menu on your website, online ordering, and help you retarget your customers as well! Bikky, Upserve POS, Toast POS, and PopMenu are great options to name a few. These systems are the key to gaining and retaining a strong customer base.

Deciding on which software to use and who is going to do the timely and difficult task of managing it, is important to consider. At Science, we can help you make this decision as well as all the other suggestions discussed in this article, helping your restaurant adjust to the digital age while letting your staff continue to focus on doing what they do best. Leave the tech to us!

The Post COVID Consumer - What Restaurant Patrons Expect and Why You Need to Increase Your IT Budget