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Restaurant touchpoints are those aspects of a restaurant which interact with or are experienced by a restaurant’s customers. All these aspects must be reviewed periodically (hourly, daily, or weekly, as necessary) to ensure that they meet the standards set by the owners of the restaurant. Here are the touchpoints that are the most critical, in my opinion. They should form a checklist for continuing review.
1. Restaurant cleanliness
2. Customer service/service standards
3. Food quality
4. Advertising and promotional programs
5. Social media programs
6. Website updates
7. Menu dishes and descriptions
8. Top sellers/daily specials
9. Wine, beer, and spirits inventory
10. Staff knowledge
11. Comment cards & guest feedback
12. Lighting and heating/air conditioning
These are the critical points that affect the customer’s dining experience. Continuing review of these 12 touchpoints will provide a good foundation for the success of your restaurant.