The entrepreneur behind a busy New York restaurant wondered why they kept getting bad reviews. So they hired an outside consultant who suggested they review surveillance video.
They found a tape from ten years ago and compared it to a similar recent day. The entrepreneur posted the results anonymously on Craigslist.
We created a table above to show their findings side-by-side:
Entrepreneurs beware! These results are staggering. Smartphones are killing customer service. Here are the details:
Notes for Entrepreneurs
1) Different seat
Customers are more demanding than ever. Ten years ago, only about 7% (3 of 45) of this entrepreneur’s customers requested a different seat. Today, 40% (18 of 45) do.
Meanwhile – customer service levels seem to be falling as many businesses try to make do with less people or fewer labor hours.
It spells o-p-p-o-r-t-u-n-i-t-y for entrepreneurs dedicated to the customer experience! We’ll talk about this more below.
2) Time to place order
Smartphones distract customers. Ten years ago – it took a customer just 8 minutes to order after they had been seated. Now it takes over twice as long, 18 minutes. Here’s why:
A server brought the customer a menu. 7 of the 45 say they are having trouble connecting to the restaurant’s WIFI. The server spent 5 minutes helping them.
How do you signal your server that you’re ready to order? A closed menu. In this case, it usually meant the customer hadn’t opened the menu yet. They were too busy with their phone. The customer asked for more time.
The server made three trips to the table before the customer orders. Their phone generally never leaves their hand.
3) Food returned
The server began delivering food in about 6 minutes. This is the same timeframe as 10 years ago. But now, of the 45 customers:
- 26 spent 3 minutes taking photos of the food
- 14 took pictures of each other with the food
- 27 asked their server to take a group photo
- 14 of these 27 weren’t happy with the photo and asked the server to retake it
In total, customers spent 4 minutes taking photos themselves. Servers spent 5 minutes taking photos instead of serving other customers.
Guess what happened in the meantime? Their food got cold! So 9 of the 45 sent it back. Only 2 did so 10 years ago.
4) Exit time
10 years ago – after paying their bill, a customer left in 5 minutes. Now, they play on the phone and don’t leave for 20 minutes.
Incidentally, they’re so busy looking at their phone – as they exited the restaurant, 8 of the 45 bumped into other customers or servers.
5) Total time
Little things make BIGG differences. Time has a nasty habit of ticking away. It takes almost twice as long for this restaurant to turn a table today, compared to 10 years ago (1:55 versus 1:05 respectively).
Entrepreneurs Need Smart Tactics
The entrepreneur concludes: “We are grateful for everyone who comes into our restaurant, after all there are so many choices out there. But can you please be a bit more considerate?”
The two of us always remember the three rules of customer service:
Rule 1: The customer is always right.
Rule 2: If the customer is ever wrong, re-read Rule 1.
Rule 3: The customer is not always reasonable.
Perhaps we need to add “or considerate” to Rule 3. As we said earlier, customers are more demanding than ever. Apparently, they want to spend their dining experience with their smartphone.
You can ask them not to do it. But we doubt the request will be honored.
We wonder how they’ve stayed in business. With the time to turn a table at double what it was ten years ago, have they raised their prices?
So what can they do? Here are a few thoughts:
- Hire a digital concierge
This is the “if you can’t beat them, join them” strategy. Bring on a staff member dedicated to digital.
They could check in with customers soon after they’re seated to make sure they’ve been able to access WIFI.
Once their food arrives, they could go to the table to take a group photo. Further, they could remind people to check in on Foursquare, solicit “likes” on Facebook, etc.
- Limit the choice
Think of this as “an object in motion stays in motion” strategy. For example, you may offer a “daily deal” on a few appetizers. The customer can make a quick choice. You get the food coming their way quicker.
Instead, you may test a limited menu – customers could “pick one” from a short list in each category: appetizer, soup or salad, entrée, dessert.
- Promote digital-free dining
Consider this the “take up a cause” strategy. You want to encourage experiences, instead of recordings of experiences. You want to be an oasis from the hyper-busyness.
Obviously, this won’t appeal to everyone. That’s the beauty of it – you’ll naturally attract like-minded customers. You may test it at certain times of the day to start.
Note the divergence between the first strategy and the last. They’re polar opposites! One encourages digital while the other denies it.
Entrepreneurs get to choose. Which works best for your customers?
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