Your COVID-19 Survival Strategy: It Starts by Building Trust

3 Min Read By Izzy Kharasch

Prior to COVID-19, I would have told my clients that the most important key to success in the restaurant/bar/hospitality business is customer service. But COVID-19 has turned our industry on its head. The things that were important 15 months ago don’t seem so crucial now. 

As more operations open and more people get the available vaccines, the most critical thing that we can do as owners is to entice guests to walk in our doors. In the old days, great customer service, excellent food and positive social media reviews were the key to making that happen. But how do we get guests to walk into our operations today? One word: trust. 

First and foremost, before they will return, our guests need to trust us in a number of respects. Specifically, they need to:   

Trust that we as owners/managers are doing everything possible to keep them safe. Trust that our entire staff is doing its part to keep them safe. Trust that we are following CDC and OSHA COVID protocols. Trust that our…