QR CODES – TO BE OR NOT TO BE
I’m sure you have all been to a restaurant, bar or café that are wholly and solely relying on QR Codes to do the job of service staff. While I get that QR codes can be a great tool for businesses to improve their service delivery, it drives me insane when those businesses use the system to abrogate their responsibility to provide good customer service. I’ve lost count of the times, that I have been to an establishment and had zero interaction with anyone. No one there to greet me at the door, no one to explain the menu, specials or upsell and no one there to say goodbye or leave a lasting impression.
Add to the fact that I am old fashion, as well as just plain old and you start to sense my frustration with this new technology. So if you are thinking of introducing this technology to your venue, here are some helpful tips to assist you in avoiding the pitfalls of delivering poor service as a result of QR Codes.
Important Points to Consider
First and foremost DO NOT CUT BACK ON SERVICE STAFF because you have adopted this new technology. At the very least, have a hostess available to greet customers and assist with the use of the app. Which brings me to my next point.
PROVIDE CLEAR INSTRUCTIONS. Ensure you provide clear and concise instructions on how to use the QR code to your staff, who in turn pass this onto your customers. These instructions should include what the QR Code is for, How to scan/use it and what the customer can expect to happen after they scan it. Providing clear instructions will help to avoid confusion and frustration for customers.
Very important, PROVIDE AN ALTERNATIVE. Not everyone will be comfortable or capable of using QR Codes, so it is important to provide an alternate method for those customers. Have hard menus available and let your customers know where/how they can place their order if they don’t wish to use the QR Code.
KEEP IT SIMPLE. Don’t overcomplicate things by using too many QR Codes or including too much information. Try and avoid apps, that require your next of kin to complete. Keep it simple and only include what is necessary to provide a streamlined customer experience, which is what this app was designed to do in the first place.
TEST THE QR CODES BEFORE INTRODUCING THEM to your customers. Test them thoroughly to ensure they are working, that the orders are sent to the right places and that the menu matches what is available. This will help to avoid any technical issues that could result in poor service
MONITOR FEEDBACK. Monitoring customer feedback to see how your customers are responding to the QR Code allows you to identify any issues early on and make the necessary adjustments as you go to ensure a smooth and seamless experience.
By following these tips, you can avoid the downside of delivering poor service as a result of introducing this new technology. Just remember if you use QR Codes to ENHANCE YOUR CUSTOMER EXPERIENCE, as opposed to substituting service, you can’t go wrong.
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