Ten key learnings from Hospo Game Changers

  1. Optimise your website for mobile users – Google will pick this up and rank mobile optimised websites higher on search results. Visit The Digital Garage and Facebook Blueprint for marketing tools to grow your business.
    Sam Christou – Google
  2. Be willing to try new things – It is important to be open to new opportunities, such as using a delivery service or testing hashtags on Instagram. If it fails, you‘ll learn from it, and if you get it right, you‘ll open up a new revenue stream.
    Jared Chapman – TheFork
  3. Use your suppliers to train your staff – The cost of training your staff can add up considerably. Take advantage of your suppliers who are experts in their field to train your staff. From your wine supplier to your TheFork Account Manager – this is a free service you should be utilising.
    Matteo Pignatelli – Matteo’s
  4. Send personalised emails to your customers – Instead of sending a generic email to your entire database, segment your customers and send personalised emails with a strong call to action, e.g. birthdays and anniversaries.
    Damian Janeski – MyGuestlist 
  5. Take the time to reach out to journalists – Journalists will simply delete your Press Release unless it’s unique, different and of interest to them. Use a story that is relevant, then take the time to write an email that is personalised, simple and concise.
    John Lethlean – The Australian
  6. Use your TheFork reviews to establish KPI’s – Improve your TheFork Score while motivating your staff by establishing KPI’s and an incentive program. When you receive a negative review, always sit on it for 24 hours before you respond.
    Brendan Keyte – Script Bar & Bistro
  7. Update your TripAdvisor listing – Find your restaurant listing on TripAdvisor and click ‘manage your listing’ to ensure your address and contact information is up to date.
    Melissa Laurie – TripAdvisor
  8. Prevent a negative review before it happens – If you find that a customer has had a negative experience, turn it around by resolving the issue before they leave.
    Graham Kinsey – Ten Minutes By Tractor
  9. Take note of who your customers are – To keep your customers coming back, go that extra step by taking note of the little details, from their birthday to their favourite table. You can add these customer notes in your reservation diary.
    Vanessa Crichton – Rockpool Dining Group
  10. Set yourself up right from the start – Know exactly where your money is going, right down to which dishes are costing you the most.
    David Macintosh – Pei Modern Group

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