For TalkToTheManager customers, we want to help you get the most value from our service, so we've put together this brief list of tips to help you get more texts (and therefore more feedback) from your customers.
Promote your TalkToTheManager number.
If customers don't see the number or don't have the messaging with it close by, they may not notice your signage or know what it does.
At restaurants, we find the best engagement comes from signage on every table.
Here's an example at Laurenzo's El Tiempo Cantina in Houston. They add the table number to their signs, so customers can indicate where they are, if needed.
One sign up by the register isn't enough. You'll get very little feedback that way.
For businesses that are primarily take-out, like coffee shops, doughnuts, and pizza, we recommend placing a sticker on the to-go container (bag, box, or cup). If you can, have the number and call to action pre-printed on the container.
This is an example from Torchy's Tacos:
Make a call to action that gets you the feedback you want.
We've found that when our customers ask for a specific kind of feedback, they get what they ask for. Putting the right kind of call to action on signage will get you the feedback you want. And be sure to customize the message for your brand in your brand's voice.
Looking for customers to suggest improvements? Ask:
"How can we serve you better?"
"What would make our restaurant even better?"
On the other hand, if you are seeking praise for your business, your product, and your staff, ask:
"How were we awesome today?"
"What is your favorite thing about ____?"
You can also tailor the call to action to help you make decisions.
"Which is better, the blueberry pie or marionberry pie?"
Get your staff involved
You will get the most engagement when your staff also promotes the number.
"Feel free to send us an anonymous text and tell us how we're doing. We'd appreciate your feedback and won't see your phone number."
That's as easy as it gets.
And let staff know that we've found that 75% of messages received from customers are positive, so this is a great way for staff to get positive feedback from customers, get better tips, and get praise that goes straight to their supervisor, increasing their chances of a promotion.