During this digital era, it is highly necessary for restaurants to have a crisis management strategy in place to deal with unexpected digital dilemmas or disruptions. Receiving negative feedback, comments or reviews from customers on social media to website malfunctions or “bugs”, as most people characterize it to be, to even experiencing the wrath of mother nature, could prove detrimental to not only the restaurant’s sales but, more importantly, to its brand.
An adequate crisis management plan would not only provide a safety net for your restaurant to fall back on, but also reassure your diners that your standards, ethics, and quality are still intact, this should prevent their loyalty from wavering to your competitors. Remember, silence is the worst form of crisis management for any business or brand.
It is important that you and your restaurant identify “what is and isn’t” a crisis, as opposed to fat fingering the panic button the moment an inconsequential matter exposes itself. During a public outcry, speed is everything, the right tools, and equipment that gives your restaurant staff immediate access to the solution is of high importance, hence digitally platform that includes real-time alerts and situation reports so that you can ensure your people stay on message and in the loop as the crisis evolves, ensuring your staff respond quickly and efficiently to resolve the situation.