First impressions count and that’s especially true when it comes to customers parting with their hard-earned money.
If you can create a good first impression, you’re practically guaranteed returning customers who will then become your loyal customers.
Here are a few tips on how to achieve that first quality impression:
When customers walk in, they will judge you on the physical objects so think about everything. From the style of glassware, napkins, hand soap, menus and even your toilet roll. Everything that your customers will interact with should be of a good quality.
The visual appearance of your venue is key and the one that is transferred throughout all of your channels – website, social media, customers taking photos etc, so it pays to keep it looking immaculate.
Your customers will compare your appearance to how your competitors look, so you have a good reason to stay up to date.
If you want your venue to look fresh you need a constant effort so always set aside a percentage of your annual budget for regular upkeep and that should also include the outside too. Think about your outside lighting and signage.
Many managers overlook the importance that smell can play. Your venue should smell delicious and not have an overpowering smell of frying, stale booze or bathroom cleaner. Fresh coffee, baked bread and fruity cocktails can create a good first impression and actually make customers feel hungrier and thirstier.
The literature that you use within your venue, such as the menu, is a key interaction between you and your customers so pay attention to the smallest details. Make sure that you use a good quality paper and think about your design. From the layout to the character spacing to the font – it all makes an impression.
A particular pet-hate of mine is to find dog-eared or dirty menus. It doesn’t fill me with confidence if something as simple as a menu can’t be presented in good condition.
Make sure that you customise everything as much as you can even your till receipts. Use them to say something unique about your venue – tell customers a fact about one of your products or an upcoming promotion and always add your Facebook or Twitter details. Have branded napkins and other items such as coasters and stirrers – they’re not that expensive if you buy in high quantities and people like to have souvenirs.
Your website may well be the first thing a customer sees before they’ve even set foot in the door. If your website looks unprofessional and disorganised, they may assume that your venue is too. Make everything easy to find – contact details, location and menu.
Only use quality images and graphics to set that first impression and have a consistent design theme. Your website should match the design style of your venue.
Success in the hospitality business hinges on the performance of your staff. Staff performance hinges on training, without which you will be prone to mistakes that could cost you customers. Make sure that your staff know what is expected of them and how to behave.
First impressions are lasting impressions and your goal should always be to create a good one. If you’d like help with your venue concept or want to re-fresh an existing venue, get in touch. We can guide you and offer the best advice that will allow your business to thrive.