Customer service is all about helping people who buy or use your products or services. For a pizza shop, good customer service means making sure your customers are happy and their needs are met.
While customer service is important, building strong customer relationships goes a step further in keeping customers coming back. In the restaurant world, the average customer retention rate is usually about 30%. This means that 70% of customers don’t come back after their first visit.
But you can improve this by going beyond good customer service and building strong relationships. Here are five tips to help you get started:
1. Always aim to impress
Customers who get great food and excellent service are more likely to come back.
Train your staff to consistently deliver on your pizzeria’s recipes, plating standards, and customer service. When customers know they can expect a great experience every time, they’ll keep coming back.
Action Item: Make sure your staff is well-trained to meet your shop’s standards in both food quality and service. Consistency is key.
2. Ask for honest opinions
Ask your customers for feedback to understand what’s working and what needs improvement. Instead of just asking, “Did you enjoy your meal?” try asking specific questions like, “Did you like the pepperoni pizza?” Listen carefully to their input and let them know you value their opinion.
Customers are likely to leave a review after a positive experience, so don’t be shy about asking happy pizzeria customers to share their thoughts online or with friends.
Action Item: Set up a simple feedback system and encourage customers to share their thoughts. Show them that you’re listening by making changes based on their feedback.
3. Stay in touch regularly
Stay connected with your customers to keep your pizza shop top of mind. Collect customer information to send personalized emails with birthday treats, special offers, menu changes, and seasonal specials.
Respond quickly to all phone calls, emails, and social media messages. Even if the feedback is negative, engage with the customer to understand what went wrong and try to make it right.
Action Item: Set up a regular communication plan and make sure to respond promptly to customer inquiries and feedback.
4. Show your appreciation
Consumers prefer businesses that offer rewards. Try different options to see what works best for your pizza shop. Incentives and loyalty programs are cost-effective compared to expensive marketing campaigns.
Action Item: Implement a customer loyalty program to reward your regular customers and show them you appreciate their business.
5. Get involved locally
Getting involved in your local community is a great way to build repeat business. Customers who share your values and interests will feel more connected to your shop. Participate in local events, donate to nonprofits, support schools, and help local charities.
Action Item: Look for opportunities to get involved in your community. Show your customers that you care about more than just business.
Keeping loyal customers can be challenging, but it’s worth the effort. By connecting emotionally with your guests, you can build a loyal following, strengthen customer relationships, and increase your shop’s profitability.