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Restaurant Guest
Experience
What Guests Want From Your
Restaurant
Questions?
Chat us using
the Q+A panel
to your right
Today’s presenters
■■
The industry has been facing a downturn over the past few months.
The full service restaurant segment will show 3.5% growth over
the next year, compared to the original projection of 4.3%.
communications.
a re yo u r
e re : W h o
st ar t h
Lets gue s t s?
Enter - the millennials.
In April 2016,
the biggest group of this group of
people made
people on the planet. up 75.4 million
of people on
earth, whereas
1. Aged: 16-34 the Baby
2. More ethnically and racially diverse than older adults Boomers made
3. ¾ of them have a profile on a social networking site up 74.9 million.
4. ⅕ have posted a video of themselves online
5. They are the most educated generation in American history
The key takeaway from all of this data:
differences in lifestyle, upbringing ,and
attitude contribute to taste preferences
based on generation. Just as each
generation has its set of culture and trends
associated with it, each generation also has
a unique palate.
1. Health and sustainability
focused restaurants.
u c a t i o n .
bo u t e d
1. It’s a l l a
2. Menu buz
zwords.
n u b e fo re
y o u r m e
h ey k n ow e d o o r.
1. T
goin g t h ro u g h th
2. Online ord
integratio
ering
ns.
Mantra 2:
Care about yo
ur
h ere! guests.
Be t
1. Asks if you
2. rushed, bu
’re ready t
t hey, you
o order, sl
are starvin
ightly
g.
Describes the spec
ials as you
3. browse the menu, a
would like more tim
nd asks if you
e before you
order.
4. You have decided on your
order, and it’s finally go time.
Your meal is here, and…
c o l d , a n d
’s s te a k is 's
oy f ri e n d u rg e r. . . i t
Yo u r b t e v e n a b
rg e r i sn ’ w i c h .
your b u e n s a n d
1. a grille d c h i c k
Everything
arrived in i s cooked alr
i
2. have been
20 minute
asking for
hotsauce
ght, and
s flat. But,
ketchup a
you
with no lu nd
ck.
The manager stops
3. you and everything
even predicted the
by to check on
is great. They
extra fixings
before you even tho
ught to ask.
5. You’re stuffed and are ready
to enter a food coma on your
couch. Time to pay…
i m e s y o u
w m a ny t
t t e r h o , yo u r
No ma fo r t h e c h e c k
.
sign a l l e d o r i n g y o u
ig n
1. wa i t re s s k e e p s
Your chec
2. you never
k arrives p
ordered a
wait for a n
romptly, h
d i e t
owever
coke. Time
ew check. to
Your waitress asks i
3. splitting before she
check, and does no
f you plan on
presents your
t leave you in card
purgatory, waiting f
or her to come
back
How’d you do?
n i g h t, o r
e n a n o ff
ve j u s t b e m e e t in g
c o u ld h a a m w id e
. It a t e t o
Woah n e e d t o h a v e
r v ic e m e a n s
e y o u e r s e u ’re
Mostly 1’s: m ay b
to dis c u s s w
n
h
t
a
.
t c
D
u
o
s
n
t
’t
o m
p a n i c - t h a t’s w h y y o
s t a u ra t o d a y .
your re list e n i n g
Mostly 2’s:
The devil i
the 5 yard s i n the details
line, and y . You’re at
Mostly 3’s: over the li
falling thro
ne. Time t
ou want to
o assess w
take it
ugh the cr hat is
for you, it’ acks - than
You have an A-team s not very kfully
staff. It’s rare to fin much.
restaurant with this da
caliber of customer
service and care. K
eep on keeping on,
knowing you, you w but
on’t ever settle for l
than the best. e ss
Improve on your
guest experience.
What you can enact today.
Loyal customers spend an average of 67%
more at our restaurants than new ones do,
and studies have shown that it costs 6-7
times more to get a new customer, than it
does to service an old one.
Build a relationship.
1. Customizable
Meals
2. A Social Activ
ity
To Leverage
3. Technology
4. To Talk About It
Let’s use millennials as our example. They are, after all, the largest
group of people dining out (more than they’re cooking at home, in
fact).
The way different generations view going out to eat is very different. While
older generations at one point saw dining out at restaurants as a way to
escape the dull realities of the day, millennials use it as something far
different.
With this in mind, think about how you can curate fun events
that will add to their active social calendars. Several
restaurants have found major success in hosting weekly trivia
nights or murder mystery dinners on a regular or rotating
basis.
To Leverage
3. Technology
It’s no secret everyone today is glued to their phones. This is especially true
of millennials. Think about it, this group has grown up on technology and
social media.