How to greet guests online?

You want your patrons to have a variety of ways of contacting your company. One of them obviously is through email or even chat/messenger.
Again some simple pointers can help you make the difference from everyone else.

List of rules for sending email:

  • Don’t be sloppy in an attempt to be friendly.
  • Watch your grammar, spelling, and punctuation.
  • Avoid talking aimlessly in emails.
  • Choose your subject wisely.
  • Keep your emails organised.
  • Reply to emails promptly.
  • Use a professional email-address.
  • Double check when sending attachments, is it the right file and did I really attach it?
  • End your email with a ‘signature’.

Proper usage of messenger or live chat in hospitality:

  • Don’t keep the patron waiting when your status says: available.
  • Provide a proper introduction, including your name.
  • Keep your answers honest, short and simple.
  • You can use abbreviations, but be careful
  • Keep your chat understanding, positive and kind
  • Always end the conversation by thanking the patron and ask if there is anything else you can do for them.

Personal note:

Too many times a bar or restaurant does not have an adequate policy for email. Sending emails from a personal account, bad spelling and not signing off properly. This makes your (possible) patrons wary, and rightfully so. If you can’t send a good email, can you serve them drinks and food?
I have many email-templates ready to use if you have trouble figuring out how to build a proper email. Rarely used in small and medium-sized hospitality businesses; instant messenger. It’s such a great opportunity to offer a direct way of communication with your company, use it! Depending on your preference, you might want to use WhatsApp, Instagram, Facebook or a widget on your website. Just make sure you respond following the rules I mentioned before.

 

Sincerely,


Den The Man

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