Hospitality businesses rely on customers buying and returning to their venues in order to grow, this is why it is paramount to continually search for ways a customer's experience can be improved. The best place to begin is by delivering a personalised service for customers, and this can easily be achieved with a modern, up to date EPoS solution.
Staff training
The way customers engage with hospitality venues is mainly through staff. After all, hospitality means being friendly and generous. Having staff trained to be efficient whilst still being able to have a chat can strengthen customer relationships. By also implementing a great EPoS system, all staff can immediately see how they can deliver a personalised service.
SPARK’s EPoS system has an integrated customer profile database, which allows custom tags and notes to be saved and accessible when needed, these customer insights equip staff with the information they need to make every customer interaction special.
Internal operations .
Customers come to hospitality venues to enjoy the great service and atmosphere they provide, which is why staff should always lead with their best foot forward. Although some issues are unforeseeable, a lot of these errors can be fixed easily in the venue. It is important that staff are stress free and feel relaxed, as this can often affect the customer’s mood. The SPARK EPoS system has been created to make the user journey as easy as possible, as well as making interactions between staff automatic. Orders taken are automatically sent to the KDS with no interruption .
Make sure staff are engaging and listening to customer requests. Atmosphere is rated as one of the highest key features in providing customer satisfaction within hospitality. For this, employees should be able to recognise and chat with people who have visited their venue before. Having a place where people can come along ,have a friendly conversation, and an overall good time, boosts customer satisfaction. As a rule for hospitality, happy staff equals happy customers.
Keep in touch.
It is also important to keep in touch with customers after they’ve left a venue. Creating a customer profile and adding in their birthday and anniversary allows a venue to offer personalised deals on their patron’s special days. By checking up on customers and keeping a conversation going, hospitality businesses can learn where their venue needs to improve. A great EPoS System combined with an amazing CRM system allows you to fully understand and communicate with the customers at venues. It is vital that the customer is listened to, and creating a personalised service just makes it that much more efficient.
Loyalty programmes.
Customers should be rewarded for visiting hospitality venues, having greater incentive to return to a store is more likely to keep customers returning. It is around 5 times more expensive to get new customers as it is to keep older ones. However, an issue that some companies have with loyalty programmes is the cost of printing more paper cards or their systems being exploited, modern up to date EPoS systems can eliminate the need for cards altogether while providing a system that cannot be cheated.
Word of mouth and brand advocates.
The single most powerful way of getting increased customer numbers and better satisfaction, is by having customers tell other people themselves. Word of mouth marketing results in 5x more sales than paid media and 90% of people are more likely to trust a brand that a friend recommends. The benefits of getting great advocates of a brand are immense. Bringing in more long term, trusting customers and boosting the amount of profits you make.
Reviews Feedback.
Before going to a venue, many customers read previous reviews. A staggering 94% of people read reviews before making a buying decision, so having an accessible way of getting customer feedback, for a hospitality business, is paramount. There are many ways of receiving reviews and a great EPoS system just adds to the ease and efficiency. Having ways that customers can leave reviews, adds to the relations you can build.
Talk to us today to see how SPARK can boost your reviews!
How Spark makes things easier.
SPARK dual screen terminals have an inbuilt CSI system. Customers can leave reviews in real time, without disrupting the flow of the venue. This feedback can then be directly linked to the staff members that were serving at that time. Our online delivery app also lets individual dishes be presented to be assessed, allowing for hospitality owners to see what's doing well and what needs improving.
Our EPoS system is designed by hospitality professionals to make sure each area of a venue is running at it’s best. The amount of time it takes to train staff on our equipment can be done in minutes instead of hours. Combined with customer profiles, employees can build strong relationships with customers in no time.
Everything in our ecosystem is connected and easy to use. Orders taken are automatically sent to the kitchen and logged in the back office. We’ve reduced human error at every step of the way for hospitality businesses.