In today’s ultra-competitive industry, operators have to manage all the aspects of customer satisfaction. Great food, attentive service and value for the money are vitally important. It is also essential to use products, both in the kitchen and in front of customers, that prove your commitment to quality. All are key components of keeping people happy and encouraging repeat visits.
One of the vital steps in creating a loyal customer base is training your service staff to respond quickly and positively to customer requests and complaints. However, do not assume that a low number of complaints equals a high level of satisfaction. It is widely believed that the majority of customers who are unhappy with food or service do not complain about it. Rather, they simply take their business elsewhere and often share their dissatisfaction with other people. Thus an operator must be proactive to ensure a positive experience for customers and encourage long-term loyalty.
Value has a huge impact on customer satisfaction, too. While it is essential to price the menu for profitability, you may wish to offer menu specials, limited-time offers or value combo meals to attract new customers and give your regulars new reasons to come back more often. In fact, 79 percent of customers in a survey said that they would dine out more often if menu prices were lower during off-peak dining hours.1
In addition, smart procurement is essential for happy customers and a successful business. Here is where the uncompromising dedication to quality of Heinz stands out. Heinz has been synonymous with the highest-quality products for more than 140 years. You may be rewarded with a better bottom line when you spend just pennies more per serving to give customers America’s Favorite Ketchup®, the brand they prefer and expect to see when they eat out.2
To trim back-of-the-house costs while keeping customer satisfaction high, use the Heinz® #10 Pouch Pack Ketchup for bulk dispensing. It has the lowest cost per ounce of any form of Heinz® Ketchup as well as greater convenience, product yield, safety and sustainability. It holds 114 ounces, the same as a #10 can, in a clear, flexible pouch. Operators who are concerned about sustainability will appreciate that it has 90 percent less packaging by weight than #10 cans. Furthermore, compared to cans, the #10 Pouch Pack takes up less storage space in the back-of-the-house, has lower disposal costs and opens easily and safely without a can opener.
A great way to showcase your commitment to quality and consistency right where patrons can see it is to place Heinz® Classic Squeeze Ketchup and Mustard on your tables, counters or condiment stations. Customers prefer Heinz Ketchup five to one versus any other brand.3 Moreover, 51 percent of consumers feel more confident that a restaurant has high food quality when they see Heinz Ketchup and Mustard on the table together.4 Small, independent operations in particular will appreciate the ideal size and entry-level price point of Heinz Classic Squeeze Ketchup and Mustard in 14-oz. squeeze bottles.
Heinz Foodservice offers Heinz Ketchup and other condiments in efficient and sustainable dispensing formats suitable for a variety of operator needs. For more information, visit www.HeinzFoodservice.com or call 1-855-57-HEINZ.
1 2012 National Household Survey
2Datassential Consumer Preference Survey, February 2011
3Dataessential Consumer Preference Survey, February 2011
4May 2010 Heinz Mustard Claim Substantiation Study