The restaurant industry had to change many things to survive the COVID-19 pandemic. Some things, like social distancing, have ceased to be a concern, but that doesn’t mean everything should return to how it was before.
COVID-19 changed people in countless ways, so it stands to reason that it also changed the industries that serve those people. Whether by delivery or meal kits, regular diners got used to enjoying restaurant-quality meals in the comfort of their homes, leading to significant changes in how many restaurant owners do business.
The restaurant industry and service industry landscape has changed dramatically in the last few years. The new customer wants personalized service, convenient, innovative technologies, transparent safety and hygiene practices, and responsible engagement with communities and the environment.
So, how can you use what we learned during the pandemic to help your restaurant business stand out and grow in these new times? Here are five key lessons you can use to develop creative strategies that will take your restaurant into the future.
1. Safety First
Pandemic or not, the food industry is all about safety first. After all, we have ServSafe Certification, food sanitation grading, and regular inspections. Restaurants pride themselves on protecting their patrons and their workers.
But COVID-19 taught us to be more vigilant about safety. People are more focused on hygiene, protection, and safety, and restaurants would miss an excellent opportunity to build trust with their customers if they don’t keep that in mind moving forward.
Most restaurants have food safety and response plans in place for illnesses like Norovirus, Hepatitis A, and other major illnesses, but they further strengthened their policies with the outbreak of COVID-19. They have reinforced their hand-washing protocols and encouraged employees to regularly pay special attention to cleaning and disinfecting the entire establishment, even for takeout-only operations. The need for sanitation may also require restaurants to make sure they have the right supplies like new safety signage, specialized cleaning solutions and equipment, and a constant supply of hot water.
While many people feel that we don’t need to be as strict anymore, there are still significant portions of the population who live with disabilities, chronic illnesses, or are immunocompromised, not to mention the fact that we have regular colds, flu, and respiratory syncytial virus (RSV) seasons.
Dealing with personal protective equipment (PPE) and masks was inconvenient, but we learned much about how strong we are, how much we can withstand, and how far these small acts went toward keeping others safe. While we no longer need that level of protective equipment, keeping up with reasonable safety measures makes dining out more accessible and safer for everybody and builds great trust within your local community.
2. Automation is Essential
COVID-19 has also taught us automation is essential. Restaurants that already had ordering systems (internal and external) in place experienced fewer glitches and more consistency with suppliers.
Online ordering systems and delivery partnerships make it easy for customers to get food without face-to-face interaction. Many loyal customers regularly take advantage of this and even prefer it. Keeping your automated systems and contactless procedures will only boost your restaurant’s efficiency in the long term.
These options will also help retain the business of customers who don’t enjoy dining in. Management will likely find their jobs easier when they post employee schedules online, and accepting online payments and reservations will help you plan safely and effectively. These accessible functions have become permanent parts of any clever restaurant routine in the future.
3. Rethink Tradition
Nothing changes perception quite like a crisis. You may have previously found it unthinkable to space out tables in your dining room. Most restaurant owners wanted to pack in as many patrons as possible.
However, living through the pandemic showed us possibilities for new and re-imagined dining experiences that look different from the traditional dining room. Outdoor dining is a popular option, encompassing everything from private outdoor heated domes and food trucks to casual patios and picnic tables.
Even fine dining, where eating was an immersive experience, has changed. Curbside pickup and to-go options are in demand, and the savvy restaurant owner should work to incorporate these systems into their permanent business plan, even if it doesn’t fit the previous experience they had cultivated.
The new restaurant industry will primarily focus on safety and health, but how you incorporate those values into your dining experience is only limited by your imagination. Now is your chance to be an industry leader in reshaping how restaurants can seamlessly and creatively incorporate better health and safety practices into their businesses.
4. Communication is Key
One of the biggest lessons of COVID-19 has been the importance of communication and human connection. This lesson is especially prevalent in the restaurant industry.
Most restaurant owners used the pandemic as a chance to build up a presence online, especially on social media. This communication option is excellent for sharing specials and hours with clientele. With rapid changes and government orders, questions are constant:
- Are you open?
- Is pickup an option?
- How do customers order?
- Has your menu changed?
- How do customers pay?
- Can customers buy gift certificates?
- Do you have specials?
The list goes on. People are more online than ever, so keep your website and social media presence up-to-date and relevant. Communicating your restaurant’s philosophy and warm personality, safety and health protocols, menu, and other restaurant policies can help your customers feel safe and build a good reputation.
5. Seek Community Support
Many of us were impressed and touched by how communities rallied around the service industry during the pandemic. Patrons built relationships and loyalty to their favorite local establishments and will continue supporting their favorite dining spot for years.
But just because the pandemic is over doesn’t mean those relationships shouldn’t continue to grow. Many restaurants are finding ways to give back to the local community, foster and nurture their connections, and learn more about what the people around them want and need.
So, ask yourself how you and your business can be more involved in the local community and how you can become an integral part of your community’s social life outside of the home. Doing so will build your brand, make you more accessible, and help your establishment become a safe space when crises hit in the future.
We came out the other side of the pandemic with greater insight into the evolving needs of our staff and customers. Applying these lessons to your restaurant industry business is sure to keep your restaurant relevant and ready for the future.
