Are you like most mobile food vendors that are continually looking to build your food truck’s social media clout? Outside of creating buzz about the fantastic food your serve, one of the best ways to build a loyal following that keeps coming back as well as attract more customers is to make sure your followers know that you are listening to customers.
Since Roy Choi’s Kogi BBQ started tweeting back in 2008, the savvy food truck customer expects to be heard by the vendors they do business with. These customers want to know that the trucks they frequent, have their best interest in mind when making product and service decisions.
3 Steps To Prove You Are Listening To Customers
Build your food truck’s customer service reputation following these three simple steps.
Ask For Feedback
The first step in the process needs to be a request for feedback. Make it easy for people to leave comments, ask questions, provide feedback and even submit complaints. Do this by using Twitter and Facebook as well as an easy to find form on your food truck website or a customer support email address.
Now the key is, not to just provide these communication tools, but to tell your local market about them. Make sure your customers, current and past, know how they can provide feedback and assure them that you want to hear what they have to say.
Act on Feedback
It’s never enough to just welcome customer comments. You have to prove to your customers that you are listening to them by actually taking their comments seriously and taking action whenever possible. This will give them proof and helps you brand food truck business that takes its customers’ needs and suggestions seriously.
Of course, you’ll never be able to install every suggestion into your menu or schedule, and you probably shouldn’t. While you want to make changes to build your loyalty, you should not make changes if they will be bad for your business.
The actions you take can be as simple as using a different social media network, adding some vegetarian options to your menu or even add a few more stops to your weekly food truck schedule to reach people that want to want to give you money for the products you serve.
When you make suggested changes, or even in the cases where you can’t, respond to comments publicly when it makes sense. If you regularly see feedback from your customers on your Facebook page make sure you post your responses there.
Responding publicly gives you the opportunity to show off you awesome customer service skills. It also shows customers that you are listening and ready to answer. Even if you can’t provide specific assistance online, respond with a comment that directs them to your food truck website, asks them to email you or provides some other form of assistance.
RELATED: Show Customers Your Food Truck Cares
The Bottom Line
Showing your customers that you are listening will have a long term impact on your brand building efforts. It will help you build a loyal fan base, attract more customers and create a reputation as a food truck business that always puts its customers first.