Restaurants reopen: What do diners have to say?
As venues reopen across the US and Canada there has been a lot of discussion about how operators are pivoting to survive, but also how they’ll need to continue to adapt to stay open post COVID-19. They’ve had to make unprecedented operational changes, undertaking an enormous amount of work, often without the ability to hear directly from their guests how they’re doing.
With our short post Ready payment survey, we’ve been able to see how much their efforts are being appreciated by their valued guests. So, we wanted to share some direct feedback, but also some insights from our team in these early phases of reopening.
Balance of trust and safety
The importance of reestablishing trust and connection has come through strongly from the guest perspective. While they’re excited to be able to dine out again, they are hesitant. And why wouldn’t they be? No one is sure how exactly to behave now and on top of obvious health concerns, every venue has a new workflow and new rules of engagement. Guests are looking to staff to be welcoming, but confident and directive with instructions and options. After all, no one likes the feeling of not knowing where to go, or what is going to happen next. The staff in Ready venues appear to be doing an excellent job at balancing guest trust in the new process, while still providing personalized service and responsibly adhering to safety mandates. The result has been guests not only receiving guidance and reassurance but having a fantastic time in the process.
“Extremely helpful service from everyone on the team, it was our first time out since this whole COVID situation, so thank you!”
Weighing up the pay-off
For restaurants, opening back up to diners presents a slew of additional operational challenges as well as hard costs. All this at a time where diner confidence is not yet known. Not only do venues now have to face operating with extremely limited capacity, the costs in staff wages and new processes – like supplying disposable menus, providing hand sanitizer, implementing screens, new signage and more are confronting. Operators are looking to solutions that help them reopen, while not compromising their businesses. Things like wastage, service quality, food prep and delivery as well as ultimately, guest payment are representative of opportunities to save and streamline. The venues we see performing well were not only able to pivot but have put into place longer term contactless strategies that will continue to serve them beyond the pandemic, as moving forward, the concept of ‘COVID compliance’ will remain.
“I felt very safe, your COVID protocols were great!”
Put the guest in the driver’s seat
The other large theme we’re seeing in all kinds of venues across the Ready network is that ultimately, guests want to have options. Everyone has a different standard or expectation of what their dining experience should be, and particularly now there are innumerable motivators for people wanting to eat a restaurant prepared meal. The other factor is that personal health and safety risks are different for everyone. As such, even this early on, we’ve seen radical acceptance and adoption of both our Ready Order and our Ready Pay product in all venues. While there are many factors at play, the fact that when a guest is presented with a choice to adopt a new and contactless way of ordering/payment with their own device - they jump at the chance and appreciate the fact it’s an option the restaurant provides.
“Great to see the staff back and ready to roll! Really enjoyed the evening and appreciated all the stay safe efforts”
The final call
At Ready venues guests were thrilled to be welcomed back and appreciated the efforts that were being put into providing them with confident direction, but also - choice. From viewing a digital menu, contactless ordering or just contactless pay at table. They desperately wanted to return. They’d missed dining out and everything that comes with it, but in order to provide the best experience restaurants need to cater to a new normal that is touchless, integrated and guest driven.