Ways to Retain Delivery Customers
As you most likely already know, food delivery presents a lot of unique challenges, especially if that's all your restaurant does. One of those is how to ensure repeat business. You don't have the luxury of hiring charming servers or singing happy birthday to customers that chose to come celebrate with you. So, how do you leave them wanting more? We're going to give you some food for thought (no pun intended).
Be as human as possible
One of the main issues with food delivery is that you lose the chance to interact with and charm your customer. This holds even more true if you outsource your delivery to a third party provider such as DoorDash or Grubhub. Chances are, your customers never even see or speak with a member of your team. So, if there's any way you can humanize the experience, capitalize on it.
This could be any number of things. Maybe you edit your website to showcase your team, so your customers can see the people cooking their food. Perhaps you change the food descriptions on your menu to include a little more personality. Depending on the size of your operation, you can take it a step further by adding any personal touches possible.
For example, a small note on or in the bag or delivery container saying you hope your customer enjoys their meal can go a long way. Think about how nice it feels to have a barista put a smiley face on your coffee cup or a server write a big "thank you" on your receipt. Delivery is the same; small personal touches make a big difference. of course, you can never really go wrong with encouraging feedback from your customers, either by providing the opportunity during the checkout process or including info on where to leave feedback on their order confirmation/receipt. This will make them feel heard, and remind them there's more than a computer involved in their order.
Make it easy
Convenience is key. Nobody is going to order from you multiple times if the process is a pain. Even if your process is pretty decent, they'll be more likely to order from someone whose process is even better. This means you need to streamline the ordering process as much as possible, and make it as user-friendly as you can.
This could come in multiple forms. Maybe it's optimizing your online menu and ordering system for mobile use, or including lots of photos so that customers know what to expect. Even better, you could give them the option to create an account on an app or your website in which they save preferences and save favorites. Even the most financially savvy folks are more likely to order in rather than cook for themselves if they know all they. have to do is open your app, click "Order Last," and sit back and wait. Any place you can cut out fluff or make the process simpler, do it.
if you could use some help improving your virtual restaurant's processes or even need a hand getting it off the ground, look no further than Forward Kitchens. With the help of our team, you can use your existing operation, however big or small, to launch a virtual restaurant with multiple brands. This means you'll have even more chances to reach consumers, with even less investment.
Use Forward Kitchens for Better Customer Retention
We'll handle branding, website and menu design, and everything else needed to get you going. All you have to do is what you're best at: make great food (just for more people). If this sounds more like what you need, email us at firstname.lastname@example.org or fill out this form to talk with a team expert!