In the background this evening is Ramsay’s kitchen nightmares playing on the TV.
For those who have not been blessed with the acne scarred, expletive derived, Michelin star holding master chef – this post is about a restaurant expert coming in to put things right. How it relates to digital marketing? You’ll see.
Gordon is travelling around the US visiting SMEs and owner operator restaurants. It’s brutal truth as always with expletives in every sentence. Yet…
There are main themes that come through that I would relate back to digital marketing.
- Of course his expertise means he can comment on quality and that is step one that many of us forget. User surveys, customer insights and anecdotal comments at client meetings all need to be collected and aggregated. We need to understand explicitly what customers feel about your web presence and work to prioritise improvements. Including users within the organisation!
- The second point is that NONE of the owners have an exacting view over costs and income. At either end they are throwing away good food or not catering to the right market and missing income, or don’t even know their income. Having a clear understanding of cost per acquisition, how many of your warm leads are converted to sales or even how many conversions you get from PR, PPC, SEO or Social is paramount to selling ‘marketing’ to your colleagues.
- The third is finding your USP, what differentiates you from competitors, direct or indirect. Ramsay brings the basics: fresh, seasoned and tasty. Yet every restaurant brings its own twist. Be it Michelin star presentation, hyper local produce or just like Momma makes. More often than not, once Ramsay has been through they’re leading on price and offering top quality and service. Likewise, we need to have a fresh take, content and aggregation that can’t be found elsewhere. We also need to support this with well managed PPC and SEO to feed the sales loop to be ahead of competitors.
- As I watch Gordon work his way around the restaurant each staff member openly shares their thoughts on what’s wrong, and very few seem horrifically off the mark. Flattening hierarchies and asking for feedback from the front line is paramount with your online channels as well. Open communication is needed about how hard it is to run with an incomplete lead, how hard the analytics are to understand, or simply how long it takes to publish. All reflect on your end website and service.
- The main underlying point though seems to be stepping back from the routine to focus on what could we do differently. Doing this seals the episode. If we could all schedule a monthly day-long growth hacking session, where the day to day grind is completely dismissed, I am sure that our digital marketing will grow from strength to strength. Innovate.
As Henry Ford said –
If you always do what you’ve always done, you’ll always get what you’ve always got.