There is a difference between a famous, well-established restaurant and an independent restaurant that have just opened weeks ago. That difference is in terms of brand awareness. People do not know about the recently opened restaurant. So, the question is how do we go from a newly established restaurant to a restaurant that is filled with people who love the food, the customer service, the location and everything.
There are mainly four stages of customer experience. First is the pre-consumption phase where people do not know about your restaurant. We need to communicate our value proposition through brand awareness. We let them know about the type of restaurant, the types of food we serve, the location we are in, the opening and closing hours, the ambience and everything in between. Basically, we are trying to make the potential customers aware that we are in business and you are welcome to visit us in our restaurant.
Moving along to the second stage, which is the purchase phase. This is the time when the customers remember that ad that they saw of your restaurant. They decide to search more about the restaurant. How are the customer reviews? What’s the social media handle like? Is it car parking in the restaurant? What food do they serve and many more. In this stage, your restaurant should remain true to its value and showcase its value proposition in the best way possible.
On the third stage, which is the consumption phase, these people actually come to your restaurant. They order food, maybe bring along some friends, have a good time and leave the restaurant. You as the restaurant owner need to make sure that their experience should be flawless from the time they enter the restaurant to the time they exit out of it. This means that the decor and the ambience must be on it, the waiting staff should behave nicely, the food should be warm and well-presented, the waiting time for the arrival of the food should not be too long and many more.
The fourth stage is the post-consumption phase, where the customers have the option to either say that the restaurant was good and tag this restaurant on their social media or say that the restaurant was bad and the service was long, the waiter was rude, the music was too loud and so on. The response that you get from the customers is going to determine if the restaurant is going to stay in business for a long run or not.
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