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Raising The Bar In Restaurant Communication

Restaurant owners and managers face a unique problem when it comes communicating with their customers, employees, and vendors. Individual communication is quite simple, but ensuring that company standards or missions are met throughout the organization can be more complicated. When each location has their own set of practices, it can be difficult to maintain a standard of excellence or ensure that problems are being handled quickly and according to a preset protocol. There are some proven tools that can assist restaurant owners with establishing multiple channels of communication. A customer recovery line is an effective method for restaurants to depend on when it comes to managing less than exemplary experiences. If a diner has an unpleasant interaction, they may mention their dissatisfaction to management, but in most cases they will simply leave the establishment without voicing their opinions. This could result in not only the loss of one customer, but many more when the aggravated diner begins to tell their friends and family what happened. If given the option to speak with a live agent on a restaurant customer recovery hotline, most diners would be willing to resume their existing relationship and feel satisfied with the outcome. Although salvaging weak customer relationships is important, there are other crucial reasons to set up major and effective centers of command. For example, when an unexpected weather or other potential dangerous event occurs, a crisis hotline is the perfect way to notify many stores at once of the problem. This spreads the word in the most effective manner and can save precious time in an emergency situation. There is also a huge cost savings involved as well. If a distributor accidentally made delivery of a potentially tainted food product, restaurant owners and managers must act quickly to pull the product out of the stores before someone becomes ill. Utilizing a crisis helpline to notify all locations of the problem is the easiest resolution to a complex problem.

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Preparing a Great Customer Experience with Two Simple Ingredients

Exceptional service means everything in the restaurant industry. It can be the difference between building and breaking your restaurant’s reputation. While there are never any foolproof ways to totally prevent upsetting customers, there are always simple methods to ensure customers do not storm off to your competitors, even before they sit down for a meal. Here are two key components every restaurant should invest in if they want to provide a great customer experience. Your front of house staff is the first thing diners interact with when they enter your restaurant. Well trained and courteous staff members are your best asset. They should be polite and presentable, able to multitask while still giving their patrons their total attention and above all they are able to listen carefully to what their patrons need. Should a customer become upset, the best way to keep the situation from escalating is to handle it with compassion and understanding, no matter whose at fault. The majority of argumentative problems come from tone of voice, not just miscommunication. So being able to keep calm and polite in times such as these is an extremely valuable quality to look for in staff. Along the same lines, restaurants may also want to employ customer recovery services. When things seem irresolvable on the spot it can be helpful to direct unsatisfied customers to your recovery services. Companies such as this offer 24/7 live help for unhappy patrons to have their problems heard and handled. A recovery center is a lot like the best friend you need to vent to, only this best friend knows the ins and outs of your unique restaurant and will be able to offer a resolution to lessen the blow of an unpleasant experience. Whether it is a complaint about a staff member or a compliment on the product, a customer recovery program is there to console or thank your patrons. In the end, having a well trained staff and a reliable recovery service are just two key ingredients every restaurant should have in their arsenal to ensure their operations run as smoothly as a well pureed sauce.

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Trust The Experts With Vital Business Processes

Outsourcing specific business operations helps corporations stay competitive without losing an edge in the marketplace. Payroll, training, and benefits administration are often handled by a third party. Now there is a viable outsourcing alternative for customer service, quality assurance, and employee relations. It is imperative for businesses to have a quality assurance and employee hotline plan in place. Trusting experts in these areas to provide all the required services and problem solving techniques is the most efficient use of resources for growing businesses across many industries.   Customer Care Facilities Trusting efficient companies like ServiceCheck allows business owners and executives to focus on other areas of business while resting assured that all quality assurance solutions are being adequately met. QALink is one of the most popular programs that provide a variety of services to evaluate and improve supplier, distributor, and store interactions. With representatives available 24 hours, 7 days a week, urgent matters will always be quickly addressed. Identifying potential problems allows the customer care agents to make timely and effective adjustments. Current summaries and documentation of issue resolution steps are promptly reported. These steps help businesses remain profitable in the midst of economic downturn or industry specific obstacles. Employee Relations Outlets Sensitive employee matters require the expert care and full support offered by the professionals at ServiceCheck. Private concerns such as employee theft, fraud, sexual harassment, and safety violations sometimes require anonymity. To ensure compliance with the Sarbanes-Oxley Act of 2002, all employee hotline calls are routed separately from other calls and are carefully and diligently reported on a regular basis. When an issue arises, EmployeeLink agents will promptly collect all relevant information from employees and then take action to resolve the concerns, restore employee confidence, and minimize brand risk. Dedicated and knowledgeable service agents are available 24/7/365 to field calls and solve sprouting problems before they bloom into more precarious liability concerns.

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Honoring Employee Integrity

A common theme in many job applications is a personality test to determine how an employee is likely to react when faced with a particular circumstance. The questions will cover a series of events such as a coworker who steals, a customer who makes an unrealistic request, and a manager who behaves inappropriately while on the job. Although these screening processes serve a valuable purpose in candidate selection, they cannot truly account for what happens when an employee is faced with these real life situations at work. Collecting employee feedback in a safe and anonymous manner is crucial for restaurant owners who want to improve their customer base, business operations, and overall quality of staff and product. Value Honesty The restaurant business is a fast paced and highly regulated industry. Employees can often feel overwhelmed, overworked, and underappreciated. When they do not believe they are respected, or even noticed, the quality of their work can suffer. If left unchecked, these feelings of resentment can even lead to unsavory behaviors such as showing up late, neglecting customers, and even stealing cash or food items. Instilling a culture of honesty and integrity is important for business owners and all members of management. A friendly and transparent work environment encourages employee loyalty, boosts morale, and hopefully deters improper conduct in the workplace. Create Space Despite the best efforts of employers who thoroughly train new hires, there are a few bad habits that become standard operating procedure in some restaurants. Employees who know that these behaviors are incorrect, unethical, and possibly even illegal have a safe recourse to report them by anonymously calling an employee hotline. The information is taken into consideration and promptly addressed to avoid safety violations, poor customer service, and potentially even sanctions from the local health department or lawsuits from employees or customers. Creating a safe and encouraging space through an employee hotline will save the reputation and brand of the restaurant or other business entity.

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Customer Experience Incorporates Reservations and Gratuities

Restaurant management tasks encompass a wide variety of rules and regulations. From compliance and regulatory guidelines to franchise restrictions and payroll concerns, owners have a major job on their hands just trying to operate a business. The challenges increase exponentially when customers begin to arrive. The most effective way to evaluate the satisfaction levels of both employees and customers is to outsource the task to a qualified third party. A customer experience management company is vital for the growth and development of any successful restaurant. These professionals can accurately assess the routines of normal operations within a restaurant and how they are perceived by actual customers. Coupled with a quality assurance hotline where customers, vendors, and employees can report their concerns, the data collection process is even more productive. Customers who are upset but do not have the opportunity to voice their dissatisfaction with a restaurant manager will find relief when speaking to a customer service representative. Hotlines should be made available with live chat features 24/7/365 for maximum exposure. This minimal investment from restaurant owners or managers can easily result in many saved relationships with new and existing customers.   In much the same way that customers feel valued when their concerns are met with immediate action, employees must also have a sense of importance and empowerment in the workplace. Many business operations are inefficient or outdated if they are left unchecked by management. These items may include shipping and receiving, inventory reporting, and cleaning procedures. When restaurant managers or owners are not intimately familiar with these operational necessities, they may overlook faulty equipment and inefficient processes. Employees who have access to a quality assurance hotline can quickly report the areas in need of improvement and discuss their concerns in detail 24/7/365 with qualified representatives. The mutually beneficial outcome is that employees feel their voice has been heard and the restaurant streamlines important processes.

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Improve Customer Loyalty with Solutions from ServiceCheck

There are a number of businesses that have begun to improve their sales by creating loyalty card programs. These cards offer customers incentives to do business with a particular company through discounts, freebies, sweepstakes and other promotions. The customers who become members of these programs are often the most reliable and some of the biggest spenders. Therefore, it is important for companies that their loyalty card customer service is exceptional. ServiceCheck, a leading customer feedback company, has developed LoyaltyLink as a high quality customer service solution for businesses that offer these programs. LoyaltyLink provides companies a 24/7/365 live agent solution for their most valuable customers that focuses on first call resolution. This loyalty card customer service solution also features call tracking and reporting, which can help companies ensure that their loyalty card programs are meeting the needs of their customers. CustomerLink, a customer recovery and feedback program offered by ServiceCheck, works seamlessly with LoyaltyLink. The advantage of outsourced customer service programs is that they provide a multitude of communication methods for companies that are available 24/7. ServiceCheck’s customer recovery and feedback program gives consumers the ability to contact businesses via live agents, the web, social media, email and comment cards. When customers have the option to contact a company when it is most convenient for them, they are more likely to provide feedback to a business for resolution. This prevents those customers from leaving unhappy and taking their business elsewhere. LoyaltyLink and CustomerLink are  low-cost feedback and recovery solutions that offer experienced and well-trained agents. Companies that attempt to build in-house customer service centers quickly discover that they are costly to develop and operate, and many centers take years to properly train agents and develop retention policies that are effective. ServiceCheck offers businesses instant solutions for a fraction of the price. Using ServiceCheck's loyalty card customer service solution will enable businesses to build lifelong relationships with their customers and improve customer loyalty.

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The Importance of Social Media Feedback

As social media is becoming more and more popular every day, people are choosing to communicate with businesses through social media websites. It can be a wonderful promotion tool if a customer is raving about a positive experience they had. Unfortunately, that isn’t always the case. Most customers use social media as an outlet to talk about negative experiences they have had with a business, and if companies do nothing to resolve these complaints it can be very damaging to their reputation online. This is where a customer recovery company comes in. By tracking and responding to social media feedback, a business can show that they are concerned about a customer's satisfaction and retain unhappy customers. While it would seem at first glance that an angry or unhappy post or message from a dissatisfied customer is a bad thing, an experienced Customer Recovery Company like ServiceCheck can turn it into a positive. ServiceCheck provides a social media feedback solution that has a team available 24 hours a day to respond to and resolve customer issues which can turn unhappy customers into loyal customers. Additionally, a company that has a proactive response to customer complaints on social media platforms will demonstrate to other visitors that the company is dedicated to resolving problems. People seeing a company demonstrate in a public forum that they respond to complaints is a great advertising mechanism. ServiceCheck provides companies with details of each interaction and resolution so that companies can review them. Social media feedback data is also a great way for a business to see what they are doing right and what needs improvement. Further, this information can often take the place of expensive consumer studies. Instead of allowing negative feedback to sit on your social media profiles, damaging your reputation, use ServiceCheck’s social media feedback solution to resolve customer issues and track trends through social media feedback data.

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Growing A Business From The Inside Out

Managers who attempt to improve business operations are likely to have a number of different strategies in place, each with a varying degree of success. The most effective solutions are those that incorporate relevant concerns for business operations, customer satisfaction, and employee relations. Restaurant and retail leadership teams often seek to improve one or more areas of the business by employing customer feedback services and other methods of collecting and analyzing the overall customer experience. Through these comprehensive results, they will undoubtedly gather valuable information. This data can easily be transformed into efficient new processes that will improve business operations as they pertain to the growing customer base. Satisfied customers will certainly help businesses expand, but most successful companies also put a great emphasis on employee satisfaction. Building a viable business starts from inside the company and must include the common themes of dedication and consistency. Because not every new or existing employee will fully encompass the corporate values, managers must be able to obtain candid feedback from employees at every level of the institution. Establishing an employee hotline affords growing companies a unique way to collect honest opinions from actual employees throughout the organization. These complaints, suggestions, and ideas can be utilized to expand company initiatives and enhance the workplace culture. Employees are more likely to use a third party hotline to voice their opinions because they are comfortable with the secure and anonymous manner of collecting useful information. Whether a company chooses to utilize an anonymous employee hotline or a method of customer feedback services, it will ultimately yield stronger business relationships. A combination effort of improving both customer and employee experiences will help struggling businesses reverse the stigma associated with their current reputation. Emerging companies can ensure that they begin their ventures with the best methods of attracting talent which will in turn reflect the corporate vision with customers, vendors and each other.  

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Employee Feedback Leads To Customer Retention

The larger a company grows, the more likely it is to face internal conflict. It is important that Employees feel safe and listened to in order to perform at their best. Providing employees with an effective employee helpline, as well as a customer feedback program, can improve the operation of your establishment. ServiceCheck, the leading customer feedback company, has developed EmployeeLink as a high quality employee helpline solution for businesses. EmployeeLink provides companies a 24/7/365 live agent solution for their employees to report critical feedback regarding theft, fraud, and safety concerns to eliminate potential problems before they become serious liability issues. ServiceCheck’s employee helpline also protects the employees under the cover of anonymity. Many work place problems are not reported because employees fear retaliation. However, an anonymous system ensures that the problems that affect the workplace will not be able to grow within the environment unchecked. Providing anonymity, gives the staff confidence that they can express all of their concerns without disrupting a positive working environment. Keeping your employees happy can only improve their performance which leads to better customer service (and saving guests). CustomerLink, ServiceCheck’s customer recovery and feedback program, works seamlessly with EmployeeLink. The advantage of outsourced customer feedback programs is that they provide several communication methods for companies that are available around-the-clock. CustomerLink gives customers the ability to contact businesses via live agents, web forms, social media, email and comment cards. Since customers can choose to contact a company in the manner and time of their choosing, they are more likely to reach out to a business for resolution instead of taking their business elsewhere. EmployeeLink and CustomerLink are low-cost solutions that offer experienced and well-trained agents. Using ServiceCheck's employee helpline and customer feedback solutions will enable businesses to build lifelong relationships with their customers and improve customer retention rates.

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The Taste of Customer Service Companies

No one understands the difficulty of providing good customer service like the food industry. Picky customers frequent restaurants and grocery stores, more than willing to voice their opinion about the quality and preparation of their food. This is why it is so important to have a few extra spices on hand in your business kitchen, so to speak, to ensure that your business doesn't leave a terrible taste in someone's mouth. The best way to keep your profits up is to have happy customers. Though, as wonderful as that sounds, it is exceedingly hard. The food industry is under the most pressure because one mistake could mean the difference between serving safe food and making someone very ill. While customer recovery companies cannot totally alleviate all patron irritations, it can help to calm them enough to consider giving your business a second chance. Simply put, these companies offer a cooling oven mitt to handle steaming patrons, even offering compensation. Guiding patrons back to your door so that your company gets another chance to redeem itself also gives you another chance to rebuild a better relationship with a previously frustrated customer. This is the goal of great customer recovery companies, keeping the customer happy is your highest priority, after all. Thankfully, not all customer comments are bad. Many might happily rave, and this is where customer feedback companies come in. These are quite helpful as well and help you sort through the positive suggestions so they can be put toward improving your business' reputation and products faster. Customer feedback companies are constantly available to take note of any helpful suggestions and feedback and then personally thank the customers. Companies such as these are a great asset, especially for first time business owners. Actual people, available twenty-four hours a day, seven days a week, sets a personable standard. And having a close relationship with customers is extremely important for the food industry. People love good food and the feeling of knowing they, and their food, are being handled with care is what will keep them loyal to your brand.

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Collecting and Evaluating Customer Feedback

Highly effective companies know that one of the most important priorities in making a business successful is accurately and consistently surveying customer expectations. Offering a way for satisfied and dissatisfied customers to provide honest feedback and ensuring that their comments and concerns will be valued and addressed is a crucial part of customer relations for every growing business. Customer experience management companies have even built an empire around the formula for success in polling customers and assessing their feedback. ServiceCheck is a leading customer experience management company, and they offer CustomerLink, a round-the-clock customer recovery and feedback solution.  CustomerLink enables businesses to offer improved and expanded customer service options to customers without a big investment.  The program provides businesses the ability to collect, track and respond to feedback for a low cost. In fact, if you retain one customer per location per year, the program pays for itself. Utilizing Feedback from Customers When customer experience management companies are contracted to solicit and review social media feedback from consumers they are able to accurately provide results the results along opportunities for improvement. The social media and other online outlets offer customers an immediate way express their thoughts, feelings, and concerns so that the company has an opportunity to resolve the matter quickly and satisfactorily. If consumers have a problem but are not given the chance to discuss their experience they are likely to simply look elsewhere instead of giving a company another chance after a mediocre or negative interaction. Successfully businesses are able to review customer feedback through surveys or other means and effectively make necessary changes to their policies or procedures in order to improve customer relations. 

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Why Retailers Need Quality Assurance Solutions

No matter how careful or prepared a retailer is, unexpected crises still occur. If these situations are dealt with in a timely manner, companies can keep profit loss to a minimum and prevent poor retail customer feedback. Nevertheless, if employees are unable to get in contact with a manager or are not sure how to handle a problem, they may attempt to handle the issue without proper instruction and make matters worse. Without a plan in place, employees can either do nothing or make a decision in the face of a crisis that can also make matters worse. That is why it is essential for retail businesses to have a quality assurance solution in place. To ensure that companies have the ability to deal with and respond to problems whenever they occur, ServiceCheck offers quality assurance solutions through their QALink program. QALink gives employees a 24/7/365 point of contact that allows them to report and receive assistance regarding any issues that occur. This ensures that whether a business runs into problems with supplies, machinery or vehicle breakdowns, there is a method of communication in place to ensure that they are addressed quickly. Along with providing quality assurance solutions, ServiceCheck offers companies the ability to handle retail customer feedback with their CustomerLink program. Understanding the needs of customers is vital to the success of businesses, but it is also important that dissatisfied customers have their issues resolved. CustomerLink provides companies the ability to respond to dissatisfied customers with a number of round-the-clock contact options as well as real-time reporting options. By using ServiceCheck's customer feedback and quality assurance solutions, businesses can be sure that no matter what issues occur, they will be identified and resolved quickly and efficiently.

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Benefits of Social Media Tracking

The latest marketing and advertising techniques virtually always include a social media presence that allows customers and potential customers to interact with a specific business or industry. Social media tracking is one of the fast growing trends among small businesses and large corporations because effective leadership recognizes the benefits of creating buzz around their company's products or services. Social Media Marketing Utilizing social media accounts helps businesses understand the demographics of their users and enhances the ability to successfully market to the most relevant audience. An interactive social media presence also helps create several new markets to unknown or relatively new business enterprises. Opening doors online is not only faster but is also more efficient than traditional marketing techniques. Perhaps one of the most important benefits of maintaining current social media accounts is the ability to interact with customers in real time. Most mobile electronic devices allow users and customers to check in using their social media accounts to let their friends and family know where they are. Monitoring Social Media Interactions Although conversations and check ins do create much appreciated free advertising for local and multinational businesses, there is a flip side to the social media coin. As people visit and check in, they also have the option to take photos and post them with their reviews or comments. Unfortunately, some of these comments and reviews may reflect negatively on the organization. When businesses keep their social media accounts current they can quickly respond to comments and take any necessary action to avoid additional negative press. Showing the customers that the business owner is genuinely concerned goes a long in saving relationships and ensuring adequate growth for survival. Social Media Feedback Solutions help businesses connect with existing and potential customers and correct any problems with products or services. The end result is a win-win for the customer and the business owner.

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CustomerLink Offers Companies The Ability To Improve Customer Loyalty

People have an array of businesses to choose from when it comes to shopping or dining out. Due to the number of retailers and restaurants competing for customers and the high cost of customer replacement, businesses must strive to keep customers loyal and repair damaged relationships.   One of the major challenges that organizations of all types face when it comes to customer retention is how few consumers will complain at the time of a problem. If a diner feels they waited too long for a meal or did not think service was up to par, they are very unlikely to say anything. Restaurant guest recovery efforts are very difficult when it is not even evident that there was a problem. Retailers face similar challenges with retail guest recovery. Studies show that less than 10 percent of consumers will complain about poor service or other issues while in a store, so organizations often have no idea that they may have lost a valued customer. ServiceCheck, a leading customer experience management company, offers solutions to these problems to businesses of all types. CustomerLink is ServiceCheck's customer recovery program, and it allows businesses to offer 24/7/365 support services to customers through a variety of channels.  With CustomerLink, people are able to reach a company representative via a live agent call center, the web, social media, comment cards and email. CustomerLink representatives are able to take the time to determine what a customer's concerns are and find appropriate solutions to make thing right.  One of the most effective customer recovery tools is making consumers feel valued by a company, and having an empathetic representative listen to and record someone's issues can go a long way to turning a dissatisfied customer into a loyal one.  In fact, some studies show that customers are more loyal after a problem has been solved because they feel they will be taken care of in the future.

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Providing 24/7 Customer Service is Essential

The number one concern of any great company is its customer service, which often makes or breaks a company. When a business depends on their customers for their success, they need to ensure all needs are met. Gone are the days of 9 to 5 business needs. With busy lives, customers are looking for customer service 24/7/365 that adds to a great customer experience.   Why Offer Around The Clock Customer Service? Lifestyles have changed and families are busier than ever. In today's society people are working various hours, commuting further to work and spending more off work hours taking care of life's little necessities. Providing 24/7 customer service gives response to concerns and questions any time of the day, which fits into a modern customer's lifestyle. In addition, customers are more mobile than ever. People want to be able to take care of business issues from any location, which increases a business option for providing great customer service. Broaden 24/7 Service Many companies offer around the clock customer service phone lines. Customers can call any time of day to voice their concerns and have their questions answered. Many people are looking for more technology friendly options. Having a contact form on your website, or a social media solution give customers who don’t want to call another way to provide feedback. Some companies even offer smart phone applications, making reaching a customer service representative as easy as texting a message from their phone. Giving your guests customer feedback options that are available 24/7 is essential for businesses today. Providing around the clock customer service creates a better customer experience. Availability and responsiveness are keys in keeping a customer happy. People prefer one to one customer service via phone, internet or the new phone apps. If a customer is pleased with a company's response to their needs, they are more likely to stay with that company in the future. A happy customer is a returning customer!

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Fruitful Customer Service

Surely you’ve heard the expression, “one bad apple spoils the bunch.” Well, this simple metaphor can be applied to nearly everything, including customer service. When one of our apples has a terrible experience in our care we can be sure that apples will tell their entire orchard, forever spoiling the reputation of our thriving business.  This is why a Customer Recovery Company can be so deliciously fruitful for your business.  It is situations like these which need to be handled delicately in order to keep the apples—or customers, coming back. Customer feedback, in all forms, is essential for a growing business. Disgruntled consumers will arise while you build your business and put your products out in to the world; it’s inevitable and sometimes painful, but it doesn’t have to be. Customer Recovery Companies are run by live representatives, not impersonal machines.  Customer service agents will be available 24/7 to help calm those frustrated patrons, as well as assist in resolving the patrons’ issues and complaints. Having this level of compassion, someone willing to go the extra mile to please them, will show even the angriest of shoppers just how valuable they are to your business. For most business owners, this can take an immense amount of consumer pressure off their shoulders. Fortunately, the entirety of customer feedback is not all negative. Often times you will receive just as much, if not more, positive feedback and suggestions on the products and services you offer. Customer feedback companies can collect this information and sincerely thank the customer, personally, for their compliments and opinions. This kind of live, person to person contact is what can keep a business humble and rooted in its consumer base. After all, taking care of our apples is essential to growing a healthy business. Their loyalty will help to feed and expand our ever-growing businesses.

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Employee Hotlines Are Essential For Businesses

A happy work environment is a healthy work environment. By establishing an anonymous employee hotline you can gain invaluable feedback from your employees about incompetent workers and problems with the establishment that employees may feel uncomfortable bringing to your attention. Here are some reasons why you should have an employee hotline in place, in order for you to gain a deeper insight about your business operations when management isn’t present. Conflicts within the Workplace By having a hotline you can avoid any possible crisis that may arise as a result of an ineffectual employee. A perfect example is discrimination or sexual harassment within the workplace. Many individuals who encounter debilitating circumstances within their working environment, may feel scared about bringing it to the attention of management for fear of retaliation. If they feel that they cannot report the incident through their chain of command, they may seek outside consultation which can result in a lawsuit. Liabilities Employees that engage in risky behavior such as poor hygiene or drug/substance abuse while on the job, especially in a restaurant environment, can pose a great liability for business owners. A perfect example of such would be the multi-million dollar lawsuit that was filed against a prominent restaurant because two employees were drinking on the job and got into a car accident after leaving the establishment, which resulted in the death of an individual. The deceased victim's family filed a lawsuit against the restaurant, on the basis that they allowed their employees to drink while at work and didn’t take the necessary measures to ensure that their employees were sober before leaving work. That incident ended up costing the establishment millions, because the court ruled in favor of the victim's family. Employee Feedback An employee is arguably one of the company's most valuable assets. Their level of productivity has a major influence on the company's growth or failure. If a company makes a change in their policy that the employees think will hurt the company, they will refrain from voicing their opinions due to the fear of receiving repercussions.   In order for your business to grow, you need to have a system in place that gives your employees the ability to present feedback and conflicts within the workplace to your attention anonymously.