How to Reassure Your Customers in Troubling Times

Lately many news stories, articles, and blogs (including ours) have focused on how customers can support their favorite local restaurants during the COVID-19 pandemic. 

There’s no doubt that many restaurants are struggling during this time, so it’s only natural that service providers and the media would want to share as much helpful information as possible.

However, we must not forget that the customers who support your restaurant also have needs right now. Whether you’re a business owner, manager, employee, or customer, we are all people, and it’s important to put people first in times like these.

So, let’s shake up the narrative a bit. In this post, we’ll share some ways your restaurant can help customers cope with the changes caused by COVID-19. 

Share Frequent Updates

Many restaurants are still open for carry-out and delivery, but some have temporarily closed their doors. According to Google, there was a 285% increase in search interest for “take out” in March of 2020, due to the need for individuals and families to shelter in place. That means your customers are wondering if you are still open to offer carry-out meals. They will be searching for information they can trust, especially if they must leave their home. Help them plan their family dinner by frequently sharing updates about your restaurant. Here are some ways you can do this:

• Send informational emails
• Post on social media
• Update your business phone voicemail message
• Build a page with information on your website

Update Business Information on Google 

Unless they have your website bookmarked, it is likely that your customers will turn to Google for the information they need about your restaurant. You can help them by keeping your Google business profile updated. Here are the sections you should be sure to update:

• Business Name
• You can temporarily edit your business name field to mention if you are offering curbside pickup, carry-out, or delivery services.
• Phone Number 
• If you are using a different phone number for order placement, update this field. 
• Hours of Operation
• You can set temporary special hours or implement the “temporarily closed” button provided by Google if necessary.

Don’t forget to also update your business listings on websites such as Yelp, to make sure all your customers have the most accurate information.

Inform Customers of the Safety Measures You Are Taking

Google also reported a 650% increase in search interest for “is food delivery safe” in March of 2020. This tells us that your customers want to order from you, but many may be hesitant due to safety concerns. Help your customers by reassuring them of all the precautionary measures your restaurant is taking. 

You may be making an extra effort to disinfect high-touch surfaces, keeping a 6-foot distance between employees and customers, providing sick leave for employees who are feeling ill, taking employee temperatures, along with offering curbside pickup, carry-out, and delivery options during this time. If you changed how you do business in any way, make sure you inform your customers. Not only will this focused communication show them that you are taking the situation seriously, but it will help them understand what to expect when they place an order.

Connect with Other Business Owners

If you have no choice but to shut your doors during this time, you’re not the only one. Hundreds, if not thousands of small businesses and restaurants across the United States can’t operate at all right now because of COVID-19 restrictions. When these businesses close, it affects everyone in the community. Why not take this time to check in with each other? Reach out to your customers and other small business or restaurant owners in your area to ask them how they’re doing. The answer may not be a positive one, but that’s okay. If we do our best to support one another, we’ll emerge on the other side of this pandemic with a stronger community; resolved to bounce back.

Above all, remember to support one another during this time. There are so many things we can do to help each other, and it all matters. So, take the time to make sure you send or post the information about your restaurant that your customers need. This will not only help to improve your relationship, but it also helps them help you. If we all put people first, we’ll get through this together.

Check out these blog posts for more information and resources to help you through manage and adapt to the staffing and take-out orders. 

• Five Steps for Cleaning Your Touch Screens
• How to Quickly Set Up Your Restaurant Website with Online Ordering
• Tips for Switching Your Restaurant to Carry-Out Only

Sources: Google, Moz