So don’t be surprised if a caller were to contact your customer contact center and reserve a full-course meal and a table for her family using your app while on the commute home after a long day at the office. With both channels in place, your waiter, err, reservations/order taking agent can now jot down every meal, answer questions, and even describe how big the portions are. All that’s life is to go to your restaurant and actually taste the meal.
If your restaurant had a booking service in place, however, that family of five that just went to the next eatery because the line at your place was just too long could have been served much earlier. Moreover, their orders would likewise have been taken even before arriving and all they had to do was sit down to enjoy their meal. They would have been five sure-deal clients.
Yet sending the email message is just one part of the equation. To be truly effective, your customer reservations team must be on their toes and respond to those emails as promptly and accurately as possible.
Oh, did we mention that a lot of big name companies like Ayala Land—one of the Philippines’ premiere real estate developers who runs one of the largest retail and entertainment chains, Ayala Malls, has made a killing with their Ayala Sure Seats? This just shows that you’ll be in good company should you decide to go ahead with this service.
While these things may seem trivial to most people, it is part of customer service—the kind of care that makes guests feel welcome even before stepping into the restaurant, hotel, or whatever establishment the client is reserving. Things such as the aforementioned friendly warmth, offering things like extra pillow mints, asking if there are any dietary restrictions, or even simply picking up the phone or responding to a Tweet in the soonest possible time count a lot.
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