- Share images and descriptions of your menu 90% of the time on social media
When a potential guest is checking out your Facebook page to decide if they want to dine with you, they’re looking for something to persuade them. I can confirm this, as a person who becomes indecisive when deciding between restaurants. Don’t you think a quality photo of your pasta primavera or a glass of ice cold beer would entice someone to dine with you instead a restaurant with a boring, text-heavy social media profile? Show off your menu on Facebook, Twitter, and especially on Instagram.
- Always respond to posts from your guests on social media
When your guests check in to your restaurant on Facebook, tweets about their experience, or posts a photo to Instagram, always like and comment on it– especially if your guest is a millennial. Forbes says,“62% of millennials say that if a brand engages with them on social networks, they are more likely to become a loyal customer. They expect brands to not only be on social networks, but to engage them.” At the very least, thank your customer for dining with you. Don’t be afraid to infuse your personality into your conversation with a clever or humorous comment.
If your guests write a review of your restaurant, good or bad, always respond promptly. If the review speaks poorly of your business, the owner or a manager should apologize and offer to resolve the issue. I’m not suggesting that you give away gift cards every time somebody complains, but I do suggest offering a phone number to the reviewer so he or she can speak with a manager about their experience. Your guests will appreciate your attentiveness and may consider rewriting their negative review.
- Align your social media activity with what’s happening at the restaurant
If you have hired someone to manage your social media channels, make sure they are abreast of events, promotions, and guests at your restaurant. If you are a small restaurant, it’s ideal to have your social media manager work from the restaurant part-time, so it’s easier to create engaging, creative content on the fly! That way, you can interact with guests and take photos and live video from your location.
You are selling your menu and your restaurant experience, and you need to share that experience or “story” with guests online. To tell your story, you need to create an organized social media strategy that is aligned with your in-house restaurant experience, so your guest’s online experience complements the offline experience.
Do you adhere to these social media best practices for restaurants? Why or why not?