GRUMMAN '78 | MONTREAL | RESTAURANT
Exploding onto the Montreal restaurant scene in 2011, Grumman ‘78 is one of the premiere taco restaurants in the trendy Saint-Henri neighborhood. Located in a repurposed fire department, G78’s atmosphere is as unique as the dishes it serves its loyal customers.
Grumman is well known for its uncommon take on traditional tacos, as well as customer service that is friendly, professional and efficient. We sat down with the restaurant’s founder, Gaelle Cerf, to learn about the unique challenges restauranteurs face in today’s hospitality industry and how modern technology enables her to keep things running without a hitch.
Customer service as a competitive advantage
Today, customers judge whether or not they’ll revisit a restaurant based on if they’re engaged, empowered and heard during their initial visit.
Successful restaurants use great customer service as their competitive advantage. To do that, they need data on their customers and the ability to turn that data into action. Before switching to Lightspeed, Gaelle wasn’t able to obtain or track customer preferences in her restaurant. She was lacking the information needed to create customized, exceptional experiences that kept customers coming back.
Making every guest experience exceptional
In the past, Gaelle had no way of reaching out to customers that left constructive feedback on their experience at Grumman. Once Lightspeed was adopted as the technology platform for the restaurant, she was able to quickly and easily follow-up with customers, sparking positive conversations that resulted in long-term relationships.
Lightspeed enables Gaelle to find, interpret and deploy customer information in real-time—whether it’s which bottle of wine they chose the last time they visited, or simply remembering their name. For Grumman ’78, this level of care has enabled Gaelle and team to provide exceptional guest experiences, while positioning the business for long-term success.