Knowing more about their customers helps establishments improve their customer service and dining experience.
The idea that restaurants are taking to Google to do some reconnaissance on the names on their reservation lists isn’t new. In fact it’s been going on for some years now.
New York City’s Eleven Madison Park has been known to Google their guests to anticipate their needs and give them a positive dining experience that they won’t easily forget. Earlier this month, Grubstreet talked about what the restaurant and its staff do to make sure their customers get a highly tailored experience.The restaurant’s maître d’ Justin Roller looks up every name on their reservation list to find information they can use to improve their service. A bit of internet research helps him prepare if there are notable personalities coming to dine. He also takes note of details like anniversaries, birthdays, or even wine preferences and uses them to create more personal connections with their patrons when they visit the restaurant.
It seems the practice is picking up in other places as well. The Telegraph recently published an article by journalist Ed Cumming who wrote about his experience at the Holborn Dining Room in London. The restaurant was also reportedly researching the people booking reservations at their place and Cumming wrote about how he wanted to find out for himself. According to the maitre d’ James Murray, they do it to build relationships with local businesses.
Businesses and companies research their market and customers all the time, so it shouldn’t be a surprise that restaurants are employing a similar tactic to keep their customers coming back.