Now more than ever restaurants must improvise their operations to align with shifting consumer behaviours, wants, and needs. As customer safety and staff wellbeing become top concern for restaurateurs, we will discuss some proven ways to help your restaurant instill trust in the customers and staff so as to ensure a safe reopening.

Focus on customers and staff’s safety

The safety of customers and staff must be a top priority for restaurants that are reopening. The World Health Organisation (WHO) in an interim report on COVID-19, recommends that consumers and operators perform hand hygiene frequently, follow proper respiratory etiquettes, and regularly sanitise and disinfect the surfaces they come in contact with. Many customers will likely continue opting for takeaways or food deliveries as a way to minimise human interaction. However, dine-in facilities must make sure that they are taking all the necessary precautions such as placing hand sanitisers on each table, reducing the number of tables, applying social distancing rules, encouraging digital ordering and payment among other safe measures. Restaurants having kiosks must figure out ways to ensure the cleanliness of kiosk touch screens to minimise the risk of spread. Other restaurants with order counters must implement different ways to practice social distancing between customers and staff.

Offer value-based menu pricing

Despite knowing the fact that economic conditions have impacted the restaurant business, opting for a short menu with affordable menu items can compound the concerns of price-sensitive customers. Operators must also understand that their restaurant staff is putting their health at risk when coming in direct contact with diners. A reduced menu will make life easier for your staff and help them focus on maintaining proper sanitation and serving the customers in a hygienic environment.

Implement contactless payments

It is natural for customers to be worried about the surfaces they’ll be touching and people that they will be come in contact with especially when making payments. Customers would prefer digital payment options such as mobile wallets or UPI, and food delivery payments through digital channels such as the restaurant’s mobile app. Similarly, consider upgrading your contactless dining feature to make it easier for your guests to place orders and pay their bills from their mobiles.

Establish a digital ordering infrastructure

Consumer demand for frictionless digital ordering for both dine-in and delivery options are increasing more than ever. It is the right time for restaurants to establish digital channels such as QR code ordering to own the entire customer experience right from placing orders to food preparation and delivery. For takeaway or delivery restaurants, setting up digital channels will enable a quick response to new trends or local guidelines. Restaurant businesses that are quick to adapt to customers’ digital needs will also gain their loyalty and trust in the long term. “We highly recommend that our patrons use the QR code ordering option that is placed on each table to avoid contact with the menu card, and encourage the use of digital payment options”, says Aditya Tavora, managing partner, Navtara Veg Restaurant.

Build trust by communicating the changes

It is essential for restaurants to communicate all the necessary precautions they are taking to protect their customers in the wake of COVID-19. As restaurant operations resume, operators must clearly disclose all the implemented changes in terms of their restaurant and online platforms to earn customers’ trust. Restaurants with open kitchens and visible food preparation areas are likely to have an additional advantage over the others. In addition to communicating the front-of-house hygiene and safety measures, delivering necessary information such as the source of inventory, cleanliness measures taken by the kitchen staff, how the food is handled and served, among others, will be appreciated by the customers. Being transparent about the COVID- 19 response measures at your restaurant business can boost customer engagement. Adopt these safety measures while reopening your restaurant and win the trust of your customers.