RE-OPENING WITH CONFIDENCE
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RE-OPENING WITH CONFIDENCE To support you with the re-opening of your business we have reviewed various consumer and business surveys, guides and consulted with a number of our customers. Here is a range of best practice guidelines, advice and support to help you reorganise your kitchen, team and service cycles to re-open safely and reassure your returning customers. Your guide to… COMMUNICATING YOU’RE OPEN WELCOMING & SERVING YOUR CUSTOMERS PREPARING FOR YOUR NEXT CUSTOMER ADAPTING KITCHENS & MENUS
RE-OPENING WITH CONFIDENCE
COMMUNICATING
YOU’RE OPEN
IT’S FINALLY TIME TO OPEN OUR DOORS AGAIN
FOR CUSTOMERS, BUT WHAT ARE THEY THINKING
IN THIS NEW WORLD?
52% of consumers would be more cautious and would be
looking for businesses to have sensible precautions in place*. 52%
OF CONSUMERS
Letting people know you are open and what you’ll be doing WOULD BE MORE
to keep them safe will be important. CAUTIOUS
WHAT TO SAY ONLINE
Communicate when you will be opening your doors to customers. • Update your website, include what
You may choose to open on the first day*, you may choose to wait a few you are doing now to get ready for
days. Whatever you choose, be clear with your customers. For instance; opening
• Will your operating hours change? • More than 70% of consumers
will look to support businesses
• Will your booking and/or walk-in policy change?
who have acted ethically and
• Will your customers need to do things differently?
supported their services during
• What is the best way to get in contact with you, the crisis*, consider what you may
phone number, email, social? have been doing to support your
• Let customers know how they can get updates local community
• Claim or update your Google
*At time of publication the date for opening is the 4th July 2020 Business listing. Its free and easy
to use
ON THE STREET ON SOCIAL MEDIA
63% of consumers state their biggest change will be to Keep telling your customers what you are up to.
support local businesses1, so don’t forget to put out your E.g. What steps you are taking, or what was your big task
advertising boards, and signs in the windows. Be in your today, that will let them feel confident that you are doing
business, show customers that there are signs of life and everything you can to keep them safe. Digital SPRING
that you are getting ready to open. CLEAN: get rid of dormant social accounts, focus on the
channel you have been active in and continue or ramp up
GET BOOKING your posts and updates.
•
Many of our customers will be operating a booking only •
Ensure that teams are well briefed with all your
policy to avoid queues and ensure a smooth service changes so they can discuss these with anyone
•
Try getting customers to place orders ahead of contacting you
time “to avoid disappointment” • Be sure to capture your customers’ contact details
•
Let your customers know about your table service during the booking process. This not only gives you
only policy be that for food and/or drinks. a great resource for future marketing, but will also
allow you to support the NHS Test & Trace response
•
Be open for bookings whether it’s a drinks only
party or for food
2 Sources: *CGA Brandtrack April 2020 - Covid 19. 1 YouGov May 2020RE-OPENING WITH CONFIDENCE
WELCOMING YOUR
CUSTOMERS
SAFETY IS CUSTOMERS’ KEY CONCERN
Welcoming customers back into your establishment for the first time
will be both exciting and daunting. Below are a few areas to consider.
For full risk assesment guidance visit hse.gov.uk
1m+
MAINTAIN YOUR SOCIAL DISTANCE
Social distance is a consideration to Meet, greet and seat: Customers to Implement a “one-way” system
55% of all consumers* so ensuring be met at the door by a designated for customers and staff. Focus on
that you are telling them about and senior member of the team who transient areas around restrooms,
showing evidence of what you are will greet them, explain the new and the kitchen servery. Where
doing is important. operational protocols and take possible try and ensure that you
them to their table. have a separate exit where free to
42% of consumers are expecting the use santiser is available. Signpost all
capacity in venues to be restricted* Almost a 1/3 of all consumers would of these changes and anywhere else
A robust booking policy will reduce feel safer if staff were seen to be where social distancing is appropriate.
the chances of queues or groups wearing protective equipment* -
of people congregating. If you do Using suitable screens or face Moving tables and seating areas so safe
have queues ensure that these are coverings especially when the social movement and back to back seating
monitored, and managed with clear distance guidance may be at risk. e.g. can be maximised - 63% of consumers
indications of social distance spacing. Serving tables or taking payments. will expect to see extra space*
REDUCE YOUR CONTACT RISK MENUS ARE KEY
Clear tables. Remove all unnecessary items from the tables, only bring Menus are a key contact risk –
cutlery with the food and condiments if and when requested. Ensure that consider other alternatives
condiment bottles are regularly cleaned and sanitised or opt for single for customers, such as:
use sachets. • Using one of the new
“order & pay” systems such
Customers have always valued cleanliness, more now than ever. Over half as Yoello or Wi5. These are
consumers surveyed saying they would like to see enhanced cleaning great to manage the
protocols*. Consider a team member, by shift, to focus on ensuring all complete menu and order
contact surfaces are being cleaned and sanitised regularly. process as well as payment
• Customers accessing your menu
Freely available hand sanitiser*. Not only in bathrooms, online through a QR code -
but also in any transient or zonal areas and at the free to generate on sites like
entrance and the exit of your business. qrcode-monkey.com
• Using in-house printed disposable
Keeping doors and windows open to improve the flow
menus
of fresh air through your dining space can reduce the
infection risk for your teams and customers.
Sources: *CGA Brandtrack April 2020 - Covid 19. 1 YouGov May 2020 3RE-OPENING WITH CONFIDENCE
PREPARING FOR YOUR
NEXT CUSTOMER
PAYMENT, THOROUGH CLEANING BETWEEN SEATINGS, HANDS-FREE
PROMOTING RETURN VISITS, CAPTURING FEEDBACK
Contactless payment* has never
AND KEEPING AN EYE ON SOCIAL MEDIA WILL ALL BE KEY
been more important. We have
IN BOOSTING CUSTOMER CONFIDENCE AND HELPING
mentioned ordering and payment
TO MAINTAIN CONSISTENT REVENUE THROUGH THE
APPS such as Yoello and Wi5.
RECOVERY PERIOD.
If these do not suit your business,
other facilities such as PINGIT and
PayPal may provide the solution you
KEEP IT CLEAN need.
Thorough cleaning between seating is vital.
• This controls the risks, but also gives your customer the confidence
that you are behaving responsibly during this time.
• Avoid using the same table immediately after it is vacated
• Carefully review your cleaning product effectiveness and contact
time as laid on the safety data sheet
BACK FOR MORE
As confident and happy customers are paying and leaving it is a great time to offer them an incentive to visit again
during an off peak slot. Whilst you are operating at reduced capacity, this will be critical to building revenue over time
LEAN-UP ON
C WORD OF MOUTH
SOCIAL MEDIA Customer Feedback is vital as we move into the new normal.
Consumers on Social Media may not Understanding what has made the customer feel more confident in
focus on the great food you serve your business. What extra measures would they like to see.
them, but with the visibility of how
well you are controlling the risks As operators we will need to be open to learning. Constant learning
associated with the situation we are and adapting to our customers will stop us falling in to old habits, talk to
currently in. your customers about your new service cycle, menu and processes so you
can keep adapting, improving and retraining – there will always be the risk
of staff slipping into old habits once they are back in the business.
4 Sources: *CGA Brandtrack April 2020 - Covid 19. 1 YouGov May 2020RE-OPENING WITH CONFIDENCE
ADAPTING
KITCHENS & MENUS
To ensure efficient service and maintain quality while meeting guidelines for the business, operational
changes to the menu format, kitchen working environment and other area will be imperative.
Some operators are reducing their menus by up to 60% to ensure teams can work safely and efficiently.
WORK WITH YOUR TEAMS CAPABILITIES
Understand the capability of your While capacity is available in the kitchen what other services could you offer?
kitchen. How many stations can you Take away is being widely used by many, or could you provide a great click
have to ensure that the team are able and collect service of your favourite dishes for family dining, or even ready
to work safely and reduce the need packed picnics?
to cross over or share equipment.
Dietary requirements are probably more important now than before. Look
Reduce the number of dishes on the for great product options that are suitable for people with specific dietary
menu, focus on the popular dishes requirements and will also work across the menu.
you are known for.
Have a look at our product list for great alternatives like allergen-free
mayonnaise and gluten-free gravy.
Review your menu to reduce
complexity in preparation.
NEW WAYS KEEP YOUR TEAM SAFE
As the team move into a new way of Where possible review your shift patterns so that specific teams work
working, understand the capacity for together on specific shifts, this will help limit person to person contact and
alternative income streams in the therefore reduce the infection risk.
quieter times.
• As the new normal means more Ensure all staff facilities are regularly cleaned and sanitised, with sufficient
local people working from home. free to use soap, sanitiser and appropriate PPE.
Would you be able to satisfy the
daily breakfast or coffee routine If you don’t have a dedicated all day cleaner/ cleaning team, devise a
or could you offer quiet working rota for who is responsible for which areas and clear guidance on the
space with WiFi? Could you even expectations to keep all team members safe.
be a meeting space when a face
to face conversation is needed
Staff who are concerned about the regularity of shifts, or employment,
and ZOOM isnt good enough?
may come to work even if they are feeling unwell. Have a fair and clear
policy about sick pay and job security.
Ensure your team members’ contact details are up to date to support the
NHS Test & Trace response. Encourage everyone to use the APP when this
system becomes available.
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