A trend that has emerged over the past few years is new restaurants not having a main phone line and thus no way for anyone to call them. While the reasons are understandable–avoiding sales calls, donation requests and robocalls–restaurants still need to make sure there’s a way for guests to communicate with them.
As an example, the “reservation system” for a restaurant in my city is a simple web contact form, so there’s no way of knowing if the time you choose is available or not. I tried calling the restaurant, but the number is for someone’s cell phone, and the call goes right to voicemail, and of course, the voicemail box is full. That’s frustrating.
If a restaurant chooses to go phone-free, it’s essential to offer alternative AND responsive communication channels. Here’s a checklist:
- Reservations. Use OpenTable, Resy or some other app.
- Orders. Since the pandemic, many restaurants have a way online to place a carryout order, either directly or through a third-party. If you don’t want to do carryout orders, then say so on your website and social media channels (including Google and Yelp). Otherwise, get with the times.
- Donations. Make it clear that anyone requesting a donation must fill out a form on your website.
- Customer service. Social media has essentially become the de facto channel for customers to contact you. Create an autoresponder with FAQs, and have your team ready to respond promptly.
- Inquiries. Many restaurants forget to provide pertinent information on their website, like hours, menu allergens, group dining, availability of high chairs, directions, parking and jobs. The more information you can put on your website, the less likely for someone to need to call you.