Quality of service comes second only to delicious food in terms of what customers prioritise when it comes to their experience of dining out. So important is this part of the dining experience that it can determine whether or not diners will want to return. Great customer service needs a well organised underlying architecture – having an ePOS system is a fast track to improving operations, as well as the experience that customers have.
How does ePOS impact operations and customer service?
- Reducing mistakes
Your staff are only human and that means that some errors are inevitable. However, mistakes seriously frustrate customers and decrease perception of positive customer service so they must be minimised. Working with an ePOS system means mistakes are few – manual processes, such as order pads and pens, are replaced by effective technology that clearly communicates everything, from the number of portions to diner allergies.
- Empowering customers and defining your brand
If you’re using ePOS then you have the opportunity to let customers effectively do their own ordering. This can take the pressure off your human resources and may make customers more comfortable, especially when it comes to ordering more. Not only is this a great brand feature but it can improve revenue too because, more often than not, customers will upsell to themselves.
- Streamlining operations
When you add up the time it takes for a server to write an order down and physically take it to the kitchen over and over again, it’s easy to see why service can be slow. An ePOS system removes all of this lost time as communication between front of house and the kitchen is instantaneous. Instead of waiting for orders to be delivered when the server has finished taking them, the kitchen can get to work as soon as the order is placed. And servers can be more efficient too – the time that might otherwise be spent running to and from the kitchen can be used to add value elsewhere.
- Better data management
An ePOS system collects and organises key data that can be used to analyse the way customer service is currently delivered and make essential improvements. Data is readily available to those who regularly use it, whether that’s servers who need to access information about dish ingredients or allergens, or management making decisions about loyalty schemes. An ePOS infrastructure centralises data organisation and makes it possible to get better perspective on the business via its numbers.
- Capacity, whether on or offline
Connectivity is not essential to ensuring that ePOS can support great customer service. Even if the internet goes down you’ll still have great functionality.
If you’re looking to improve the customer service provided by your restaurant next year then an investment in ePOS could be essential. With this infrastructure in place you’ll be able to cut costs, organise the business and deliver far superior customer service as a result.