Industry Insights Archives - Dimmi

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News, tips and industry insights to help run a better restaurant

Ten key learnings from Hospo Game Changers

  1. Optimise your website for mobile users – Google will pick this up and rank mobile optimised websites higher on search results. Visit The Digital Garage and Facebook Blueprint for marketing tools to grow your business.
    Sam Christou – Google
  2. Be willing to try new things – It is important to be open to new opportunities, such as using a delivery service or testing hashtags on Instagram. If it fails, you‘ll learn from it, and if you get it right, you‘ll open up a new revenue stream.
    Jared Chapman – Dimmi
  3. Use your suppliers to train your staff – The cost of training your staff can add up considerably. Take advantage of your suppliers who are experts in their field to train your staff. From your wine supplier to your Dimmi Account Manager – this is a free service you should be utilising.
    Matteo Pignatelli – Matteo’s
  4. Send personalised emails to your customers – Instead of sending a generic email to your entire database, segment your customers and send personalised emails with a strong call to action, e.g. birthdays and anniversaries.
    Damian Janeski – MyGuestlist 
  5. Take the time to reach out to journalists – Journalists will simply delete your Press Release unless it’s unique, different and of interest to them. Use a story that is relevant, then take the time to write an email that is personalised, simple and concise.
    John Lethlean – The Australian
  6. Use your Dimmi reviews to establish KPI’s – Improve your Dimmi Score while motivating your staff by establishing KPI’s and an incentive program. When you receive a negative review, always sit on it for 24 hours before you respond.
    Brendan Keyte – Script Bar & Bistro
  7. Update your TripAdvisor listing – Find your restaurant listing on TripAdvisor and click ‘manage your listing’ to ensure your address and contact information is up to date.
    Melissa Laurie – TripAdvisor
  8. Prevent a negative review before it happens – If you find that a customer has had a negative experience, turn it around by resolving the issue before they leave.
    Graham Kinsey – Ten Minutes By Tractor
  9. Take note of who your customers are – To keep your customers coming back, go that extra step by taking note of the little details, from their birthday to their favourite table. You can add these customer notes in your reservation diary.
    Vanessa Crichton – Rockpool Dining Group
  10. Set yourself up right from the start – Know exactly where your money is going, right down to which dishes are costing you the most.
    David Macintosh – Pei Modern Group

Kick Start Smart Sydney | October 2016

Kick Start Smart Sydney: Stevan Premutico from Collective Hub on Vimeo.

Helmed by the nation’s most innovative brands and biggest names across business, technology, fashion and design, this one day conference will take your dream from start line to start-up and from established to exponential. With keynote speeches, panel discussions and quick-fire presentations, plus the chance to pitch and workshop your own ideas – with Collective Hubfounder and Editor-in-chief, Lisa Messenger, this is the start-up event that you can’t afford to miss.

Eliminate no – shows once and for all with Dimmi Payments

It’s here. Dimmi Payments has arrived. In an effort to rid the industry of no-showers forever we have launched a full payments solution that gives you three ways to protect against diners that book a table and don’t show – with no phone call, no pre-warning, nothing.

Read more

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Top 10 trends we’re seeing in the Aussie restaurant industry

  1. Market down: overall the market dropped by 2.4% with the ACT, QLD and VIC feeling the pinch the most
  2. Double sittings: two sittings, not one, is now common practice for restaurants. Say goodbye to the much-loved 7:30pm dining slot Australia. Bookings have decreased between 7 – 8pm by 9% on 2013/14, while the time slots either side have both increased
  3. Mobile boom: for the first time in history we are booking restaurants more on-the-go, not behind our computer screens. 52% of online bookings are now being made from a mobile device. 32% of all bookings are now made within 24 hours of dining time
  4. Corporates are back: there has been a 41% increase in online bookings, from the top 10 corporates, over the past twelve months
  5. Fine dining is thriving – but not as we know it: the premium market (more than $85 per head) is up 17% but what defines fine dining is shifting. Restaurants are becoming more accessible and share plates are very in-vogue
  6. Aussies are eating out less frequently but spending more: we are eating out slightly less frequently than last year but we are spending a little more, with an increase of $0.37 on 2013/14
  7. Distribution channels matter: The Dimmi Booking Network generated $71 million in bookings for Dimmi partner restaurants over the past twelve months. It’s key for restaurants to get connected in order to survive and thrive.The top 3 booking channels that matter for restaurants are Dimmi, TripAdvisor, Qantas Restaurants.
  8. Spend concern: worryingly the average spend in restaurants has increased by only $1.00 in three years. Automation is critical to reduce costs and boost profit margins at a time of increasing rent and labour costs
  9. Gender wars: the gender gap is closing but males still spend more than females when eating out – $61 and $53 respectively. Males also make more spur of the moment reservations, with 36% of bookings made by men in the 24 hours prior to dining. This compares to 28% for women in the same period
  10. The telephone is dying: 36% of all bookings for Dimmi Pro restaurants are now being generated online. Still a long way from the 70 – 80% of bookings enjoyed by airlines and hotels online, but the Aussie restaurant industry is catching up quickly

4 things you should know about no – shows

  1. No-shows are accepted as a part of life, but the problem with the current restaurant industry is that they can cause restaurants to bleed money. The restaurant industry is years behind other sectors such as airlines and hotels, and we have no-choice but to catch-up, quickly, if we want to protect profit margins.
  2. The Australian restaurant industry has a no-show rate of approximately 4%. In an industry already on the knife’s edge (trying to survive on profit margins of 3-5%), restaurateurs need to maximise revenues and protect against no-shows. It’s one of the biggest issues facing the restaurant industry today.
  3. You can do something about no-shows! Dimmi Payments is a product that will help eliminate no-shows by:

    – Allowing you to ask diners to provide credit card details when making a booking as a guarantee. If a diner doesn’t show up, or fails to let you know that they can’t make it within the designated time period before their booking, you have the right to charge a no-show fee.

    – Allowing you to ask diners for a pre-payment or deposit when booking. This will be particularly useful for bigger dining days such as Valentine’s Day, Mother’s Day, Father’s Day etc. Or if you offer set menus.

  4. Dimmi Restaurants that have adopted a guarantees or payment system have seen no-show rates drop from 4% to less than 1%. Here’s how it has helped Anna Pavoni of Ormeggio at the Spit:

    “We are a ‘destination dining’ venue, meaning we depend on bookings almost 100% exclusively – no walk-ins. We plan, prepare, order and staff for these numbers. Being right on the water means we are also incredibly affected by the weather. The major issue of no-shows (or very last minute cancellations) were having a huge adverse affect on our business. They were financially crippling us (imagine ordering the food and staffing the restaurant on weekend penalty rates, and then having up to 50% of your restaurant NOT TURN UP…and this was happening regularly), as well as leading to many disappointed customers who couldn’t book as we were fully booked at the time. Dimmi Payments has completely solved this issue for us. Completely.”

Keen to learn more about how you can eliminate no-shows? Simply email support@dimmi.com.au and one of our team will be happy to have a chat.