Reservation
When your guest has decided where to go, it is time to make a reservation. For now we cover only the part where they make a reservation. Not only with your establishment; but with their spouse, friends, relatives, business relations or family as well. All get notified, and you should realize this.
The reservations-phase in the Guest Experience Cycle holds 2 variables:
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The blocking of their own agenda by the guest and their companions
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Making the actual reservation at your establishment
Firstly: letting their companions know the location they decided and check availability with them. Allowing them to make a ’reservation’ in their agenda. Once done most people will look up your place, to see what it looks like. To discover pricing, being able to decide how to dress or perhaps even to already decide on drinks and food. Perhaps they will start talking about the upcoming event with friends and co-workers, or posting on social media and tagging your place. Again it is a good possibility to make a first impression and market your brand with little to no effort. See my other blogs to discover on how to brand your restaurant, cafe or bar online.
Secondly: making the actual reservation with you. Now is your time to have the first business to customer interaction. It doesn’t matter if it’s online, through a phone call or a quick visit. All give unique options to give your future guest a good feeling about choosing your place. It all depends on how you handle it. Extensive tips and tricks in the online module: ‘Reservations’.
Personal note:
Have you ever tried to make a reservation for whatever by calling the company? Then the company doesn’t answer and you feel this might be a good thing: “They must be busy so quality is high, right?” Yes or no, if they are really that good, they would have someone answer the phone. Let’s try it online. No businesspage, maybe a social media only. Too cheap to spend money on a website or they feel their potential customers are on social media always. Probably both, but I still feel uncomfortable. To summarize, please remember this phase where the guest (tries to) make a reservation is a phase where you can really add something to their experience since it gives you the first chance for a 2-way communication.
Sincerely,
Den The Man
