Restaurant owners, managers, and their teams must be flexible enough to adjust to the expectations of the current climate—live in the time you’re in, so to speak. And for restaurant customer service, sleek and efficient technological applications are a big part of that adjustment. Customers have come to expect convenient, digital options, like online ordering and efficient restaurant equipment that streamlines their customer experience.
But even the most tech-savvy restaurant should not be without a human touch. No matter what technologies your restaurant chooses to implement, there are still many ways to have personal interactions with customers—and make those interactions personal enough that they have a lasting, positive impact.
Andrew Glantz, who is the Founder & CEO of GiftAMeal, a cause-marketing platform for restaurants that has donated 2 million meals through its “food for photos” concept, knows a lot about the personal implications of food interactions. Recently, he wrote for Nation’s Restaurant News (NRN) Speakerbox about “how to balance technology with human connection in restaurants.”
His eight-point submission covers a wide variety of personal touch points that restaurant managers can monitor to ensure that they’re giving customers a personal experience, no matter how much technology contributes to that experience.
“Technology is an integral part of the restaurant industry, shaping how businesses operate and customers interact during their dining experiences. However, as we embrace these technological advancements, it’s important to strike a balance between digital integration and maintaining the human connection that is at the heart of hospitality,” he begins, echoing the sentiments of our restaurant consultants. “One of the most effective ways to bridge this gap is through the use of technology that promotes photo sharing and social connectivity. Restaurants can leverage this approach to enhance customer engagement while preserving the essence of personal interaction.”
For Glantz, the integration of social media—on existing platforms and platforms unique to the restaurant—has a positive side, one of shared joy, shared culture, and two-way communication. “Visual content has become a powerful tool for storytelling in the restaurant world. Authentic content showcasing a restaurant’s dishes, ambiance, and behind-the-scenes moments can captivate audiences and convey the unique personality of a restaurant. Social media platforms like Instagram, Facebook, Pinterest, and TikTok thrive on visual content, making them ideal for restaurants to showcase their offerings,” Glantz says. A huge part of this is user-generated content, among other tips Glantz offers for maximizing social networking online.
Glantz combines his social strategy with more human interactions. A large part of this is recognizing the roles restaurants can play within communities—as gathering places, as centers of communication, and as a part of special occasions and celebrations. Technology can never replace the very human jobs within restaurants activating their community-mindedness.
And there is human consideration within the operations, as well. As technology speeds along and offers more efficient options for workers and customers, everyone will adjust more fluidly with helping human hands. “Despite the benefits of technology, it’s essential not to lose sight of the human element that defines the hospitality industry,” Glantz reminds us.
Richard Weil, principal and owner of National Restaurant Consultants weighs in on the technology and human interaction needs for restaurants: “Hospitality is a human exchange of experiences. Social interaction is and will continue to be a basic human need. Technology will continue to evolve, but there is still nothing that replaces a smile and a thank you.”
For all of Glantz’s tips on human connection and technological integration, read the full article here.