07 July 2021
Author: Steve Bleh
Too many food service operators—particularly in casual restaurant formats, and specifically, the more premium casual restaurant concepts—misjudge the multiplier effect of a strong weekday lunch business. Sure, you can simplify the menu and turn over the tables a lot (sometimes) faster, but some operators still argue that even so, there’s not enough return to invest more when the tickets and the margins are often much less. So why should you invest in lunchtime traffic, even if ticket sizes are better later in the day? That reason alone is actually exactly why—because lunchtime guests are also more likely to visit your restaurant in the evening and on weekend … when they’ll spend even more. For guests, lunch is often about convenience. (For operators offering quality food service, that’s too often.) But consider this: When hanging out socially with family or friends, we all want a dining option that’s reliable and predictable. In short: familiar. Lunch guests also are more likely to bring new guests with them. The destination for a midday meal at work is usually the product of a negotiation, meaning it’s likely there’s one or more people in a party for whom your restaurant wasn’t previously in consideration. And because work lunches are social occasions, they’re a popular topic of conversation around the office, with coworkers asking where others are going, where they went, what they ordered and if they’d recommend it. Serving up a pleasant lunch experience also lets you leverage the social psychology of your guests to build your brand: People like to be the first in their network to discover a new experience, whether it’s a restaurant, a band or a joke. Being in the conversation is another step toward more effective restaurant marketing. So, how do you build the lunch business at your restaurant? Here a few common approaches we’ve worked with clients to implement over the years, with QSRs and casual and premium casual restaurants alike. Restaurant loyalty programs The mere mention of loyalty programs—whether you call them rewards clubs or SUBscriptions or what have you—make some operators’ eyes squint. Here’s a secret: Many restaurant guests feel the same way. But you can do better. First, don’t make your guests carry around a ragged old card when they’ve already got a perfectly good mobile device in their pockets. Go digital. Make it shareable, so they can brag to their friends that they’re eating for free (and WHERE). Most important, don’t make it an annuity program. If the reward is the incentive, make it attainable, even if it’s less than a complimentary meal. Offer discounts on sides or select beverages at a lower transaction count to keep guests engaged. Pass-along promotions You want them to talk about their positive lunch experience when they get back to the office, right? Give them something to share, like a certificate for an upgrade on a meal for two that’s valid within the next week or so. Give them something to offer their coworkers to come along next time. Bounce-back promotions Casual formats that serve alcohol have even more options. For example, while lunch for most people is a timed exercise, after-work drinks and appetizers usually are not. An incentive to return the same day with a party of four or more means an additional table, probably bigger ticket, and definitely more margin. It likely will take some experimentation, but a discount on the second appetizer is a great place to start the bidding. Online ordering Lunch guests during the workday are on a timer. They have a finite amount of time to get to your restaurant, appreciate the superior experience you deliver, run that errand and get back to their desks before the bell rings. You can put their mind at ease by taking their orders—and their payment—in advance digitally. By scheduling their meal time instead of their seating time, you not only save their time waiting for food prep, you save your time waiting for that table to turn over. Limited delivery Consider a delivery model that suits your specific menu and margins. Delivery has become an expectation in many segments, particularly following the madness of 2020, but there are strategies for restaurant delivery that can keep the hands of the Silicon Valley app bros out of your pocket. Set minimum order sizes and delivery areas to mimic catering offers, for example. Also consider limiting your delivery menu to those items you’re confident will travel well. Sampling Contact businesses in your area to offer sampler trays of your best catering menu items. Just do your research first. The person whose lunch you really want to pay for is the one who makes the catering decisions, not the guy who answers the phone. Depending on the particular company, that’s usually someone with a title like office manager, business manager or the admin to the CEO. Call first and schedule a day and time that’s best for them. Business card drawings Hey, I never said these would all be new, but you can make more of collecting business cards than a one-time giveaway. Rewarding your lucky winners with the social status of bringing two or three of their friends to your restaurant at lunch is obvious. But also track where those cards are coming from, month over month. If you see a rising number of visits from employees at a certain company, make sure you’re letting the person in charge of their catering orders or their business lunch scheduling know that your menu is the house favorite. The food service industry faces challenges today that most of us have never experienced. Rather than see that as a negative, view it as the best time get creative. Try different combinations and variations of these approaches. Soon, you’ll find the idea that works best not just for your guests, but for your business. Now, go finish your shift.