How to Cultivate Customer Relationships for Restaurants

Look, we’re not breaking new ground when we say that customer relationships are the lynchpin of any restaurant. After all, they call it the hospitality industry for a reason. That said, when you’re dealing with a million different aspects of running your business, that customer relationship can get lost in the shuffle. That’s to your business’s detriment!

Cultivating great, meaningful customer relationships does more than just build up a steady client base. It’s also your best chance at finding out important information about what your community likes - and doesn’t like - about your restaurant. Think of it as Micro-Market-Research. 

How to cultivate customer relationships online

One of the biggest differences between owning a restaurant now and owning a restaurant twenty years ago is the internet. These days customers want to engage with your restaurant even when they AREN’T there. The channels they use are indicative of not just the type of customer they are, but how your restaurant is treating customers. 

Think of online reviews as the modern-day version of word-of-mouth recommendations. Consumers seeking to avoid buyer's remorse have embraced online customer reviews as a reliable source for insights into others' experiences.

Yelp/Google/Facebook Reviews

In many cases, especially with new restaurants, this is the primary way you’ll see customers interact with your business. Ideally, we want these reviews to be good – but what if they’re not? Well, it might be painful, but you’re going to want to read what they say and respond in kind. Did they find your service subpar, was the food not as advertised? Well, it COULD be that they’re just having a bad day (those reviews definitely happen), but even so, you’ll want to respond by thanking them for coming in and encouraging them to try again so you can make it right. 

Now, you might be thinking that this is an indulgent way to treat problem customers. Here’s the thing: that response isn’t for them, it’s for every other person reading that review. Even if they find the review less than ideal, your response will show them what an empathetic and attentive owner you are. That’s a game changer for a lot of people. It’s not how you mess up, it’s how you respond. 

Instagram/TikTok/Food Pics

The other way that customers will interact with your restaurant is a bit more fun. Foodie culture has infiltrated every part of the US. With that comes a healthy dose of social media. Restaurants are often the subject of a lot of photography and videos. That’s a good thing! Make sure that your own social media presence is strong and that you have plenty of great photos to show off your space. If possible, create a selfie wall, or something equally as iconic for guests to tag themselves so that they can show how much they love your restaurant. 

Don’t forget the classics: Punch cards and discount programs

Often smaller restaurants like ice cream shops or fast casual spots might not have the opportunities for selfie walls or other social media moments (though oftentimes they can if they’re creative), but that doesn’t mean they can’t offer other chances for customer engagement.

Take the humble punch card. Used for decades, it rewards customer loyalty, builds trust with the consumer, and can even give you a good idea about how much repeat business you’re getting every month. How so? Simple! Count the cards that come in! Everyone loves the 10th scoop free model – and nobody has ever turned down a free pizza slice or a burrito either. 

Point being: customers are the lifeblood of your business. However you foster those relationships, know that you’re putting your business in a better place for profitability. Not only that, you’re becoming part of a community that cares about your restaurant’s wellbeing. That’s awesome and a truly rewarding part of owning a business.

At Kaizen CPAs, we know restaurants and we love to see them thrive. If you want to find out if we're a good fit for your business, schedule a complimentary call and let's talk business!