Introduction

Long lines at a restaurant can serve two purposes: they give the staff time to clear tables and create intrigue for passersby. However, if managed poorly, they can drive customers away and damage your reputation. How can you ensure your restaurant is worth the wait? Here are five strategies to keep your customers happy and engaged while they wait.

1. Always Remain Honest

Honesty is key when managing customer expectations:

• Provide realistic wait times. If it’s going to be 45 minutes, don’t say 15 just to appease them temporarily.
• Encourage customers to make reservations for future visits to avoid long waits.

2. Optimize Your Reservation System

Reservations can streamline your operations and reduce waiting times:

• Use systems like OpenTable to manage reservations effectively and reward punctual customers.
• Consider taking credit card details to secure reservations and reduce no-shows.

3. Assess Customer Interest

Before adding customers to the queue, ensure they are willing to wait. This prevents artificial waiting times caused by customers who leave prematurely.

4. Keep Guests Calm

Create a welcoming environment for waiting customers:

• Provide a comfortable waiting area, complete with outdoor heating or umbrellas for weather protection.
• Acknowledge customers as they arrive and explain the wait process clearly.
• Offer small snacks to keep hunger at bay and show your appreciation for their patience.

5. Occupy Guests

Make waiting time enjoyable with engaging activities:

• Send Them Nearby: Recommend local attractions or stores they can explore while waiting.
• Install TVs: Provide entertainment in the waiting area to help time pass quickly.
• Offer Coloring Books: Keep children entertained, making it easier for parents to wait.
• Take a Number: Use a numbering system and contact customers directly when a table is ready.

Conclusion

Some customers may never enjoy waiting in line, but with these strategies, you can turn the experience into a positive one. Honest communication, effective reservations, engaging activities, and a welcoming atmosphere can make your restaurant worth the wait!