Elevating Customer Relationships: Tips for Restaurants to Drive Loyalty and Satisfaction
Jason Schlenker, a veteran in the customer service industry, recently shared his insights on the catering and restaurant business in an interview on "The Catering Cage" podcast. As a representative of Inktel Contact Center Solutions, a company specializing in contact center solutions, Schlenker emphasized the importance of centralized phone systems for restaurants and retail businesses.
With over 26 years of experience, Inktel has grown to support over 4,000 associates across 26 states, serving major brands in retail, luxury retail, government, education, and automotive sectors. Schlenker highlighted how their services can significantly improve customer experience and boost sales, especially in the catering and takeout segments of the restaurant industry.
One of the key advantages Inktel offers is the ability to handle high call volumes during peak hours, ensuring that every potential customer receives prompt attention. This is particularly crucial for catering orders, which often represent higher-value transactions. Schlenker shared an anecdote about handling a catering order worth several hundred thousand dollars, underscoring the potential revenue that efficient phone handling can generate.
Schlenker also discussed the importance of proactive customer relationship management. He advocated for follow-up calls to ensure customer satisfaction and to explore opportunities for recurring orders, especially as more businesses return to office-based work. This approach, he argues, can create "raving fans" and secure long-term, high-value clients.
While acknowledging the growing role of AI and automation in customer service, Schlenker emphasized that Inktel views these technologies as complementary rather than replacement tools. He stressed the continued importance of human interaction in providing superior customer experiences, particularly for brands that prioritize personal connection with their clients.
Looking ahead, Schlenker expressed optimism about the future of the Business Process Outsourcing (BPO) industry. He sees continued growth in the sector, with AI handling routine inquiries while human operators manage more complex interactions. Schlenker will be sharing more insights at the upcoming Restaurant Catering Workshop in Denver on October 15th and 16th, where he will participate in a panel discussion on these and related topics.