I believe everyone has had the experience of ordering takeout. Generally speaking, before placing an order, they will check the store ratings and customer reviews to avoid being "stunned". Takeaway merchants will also pay special attention to store reviews, because higher scores will get more In order to increase the exposure and traffic,
so if catering merchants want to carry out takeout business, good reputation is crucial. On the takeout platform, the most intuitive reflection of word-of-mouth is the store's ratings and customer reviews. In this issue, Kelide shares 6 ways to improve word-of-mouth.
1. Good product experience for takeout
Different from dining in, customers who order takeout have difficulty in intuitively feeling the store's service because they have no access to the store environment. In order to leave a good impression on customers, takeout packaging should be used. , through which thoughtful service is reflected.
Whether the appearance of the packaging has texture, whether it has good insulation effect, whether the anti-spill measures are implemented, whether the tableware is complete, these are relatively basic product experiences; smart merchants will give some extra side dishes, snacks or drinks to win customers Good impression. Taking into account customers' needs for convenient cleaning after meals, some businesses will provide napkins and placemats.
In short, if the details are in place, the experience will naturally not fall behind, and the chance of customers giving negative reviews will be lower.
2. Provide customers with feedback channels
Generally speaking, when customers encounter problems with takeout dining, they will still hope to find the merchant to discuss and solve the problem immediately, rather than directly giving a negative review, unless there is no direct channel to contact the merchant.
Therefore, it is best for merchants to leave a WeChat or phone number when taking out food to facilitate customer feedback and communication. Merchants can also handle customer objections in a timely manner to avoid negative reviews as much as possible.
3. Good review cashback card
What is a good review cashback card? Merchants put cashback cards for positive reviews in delivery bags. After customers post pictures and give positive reviews, they can then add the merchant's WeChat account on the card to receive red envelopes ranging from 3 to 5 yuan. The advantage is that they can not only get positive reviews, but also add the customer's WeChat account, which is convenient. Will do the operation later.
However, "cashback for good reviews" is a behavior explicitly prohibited by the takeout platform. The platform prefers real store reviews, so the cashback card for good reviews can be regarded as an "unspoken rule" in the takeout business.
4. Actively communicate and respond well to negative reviews
If a customer has already written a negative review, at this time, the merchant should contact the customer as soon as possible and try to get the customer to delete the negative review. If they cannot be contacted, they should also use a sincere and pragmatic attitude. Leave a comment below the negative review to express your determination to solve the problem.
5. Build a good relationship with the rider
Although delivery is the responsibility of the rider, many customers will still be angry with the merchant due to long waiting times or missing meals, resulting in negative reviews.
Therefore, on the one hand, merchants must set up a reasonable store delivery range to avoid delivery distances that are too far. In addition, merchants must also establish a good relationship with the riders, such as sending some tea and drinks to the riders, to express goodwill to them, so that they can do a better job of delivering goods.
6. Integrated processing of takeout business
When choosing a cashier system for takeout merchants, they must choose a cashier system that supports access to mainstream takeout platforms. For example, Clever Smart Catering can help merchants accept and reject orders at the cash register and mobile phone. , refund, view order details and other operations to help it launch takeout business faster and more conveniently.
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