A POS sale isn’t the finish line – it’s the starting point of a long-term relationship. In a market where options are endless, resellers who focus on ongoing value rather than quick wins keep their clients longer, generate more referrals, and create a steady revenue stream.
But customer loyalty doesn’t happen by chance. It’s built on trust, reinforced by proactive support, and sustained through continuous innovation. Here’s how to turn a new client into a long-term partner.
1. It Starts with the Right Clients
Not every lead is the right fit. Some businesses are looking for the cheapest solution, while others want a system that scales with them. Instead of trying to sell to everyone, focus on restaurant owners who value reliability, integrations, and support—because they’re the ones who will stick around.
Pro Tip: Qualify your leads by understanding their long-term needs. Ask questions like:
- How do you handle online orders today?
- What challenges do you face with your current POS?
- Are you planning to expand or introduce new revenue streams?
Pitfall: Targeting price-sensitive clients who will switch providers for a slight cost saving.
How to Avoid It: Emphasize value over price. Show how your POS can reduce operational costs, improve efficiency, and drive revenue instead of focusing on the cheapest option.
2. Onboarding: The Make-or-Break Moment
A restaurant’s first experience with your POS sets the tone for the entire relationship. If onboarding is confusing, frustrating, or overly technical, they might start looking for alternatives before they’ve even fully integrated the system.
How to Nail It:
- Offer a clear step-by-step onboarding guide.
- Assign a dedicated success manager or support contact.
- Provide hands-on training sessions, whether in person or via video.
Pitfall: Overwhelming the client with too much information at once.
How to Avoid It: Break onboarding into manageable phases, starting with the essentials and gradually introducing advanced features. Provide easy-to-access training materials they can revisit.
3. Proactive Support Beats Reactive Fixes
Nobody likes scrambling for help when their system crashes during a lunch rush. The best POS resellers don’t just respond to problems – they prevent them.
Ways to Be Proactive:
- Regular system check-ins to identify potential issues before they escalate.
- Automated alerts for errors or security updates.
- A knowledge base or FAQ section with quick solutions.
Pitfall: Waiting until the client reaches out with a problem instead of addressing issues early.
How to Avoid It: Implement proactive outreach – send reminders for system updates, conduct quarterly check-ins, and monitor system performance for potential failures.
4. Keep Adding Value with Integrations
A static POS is a dying POS. Restaurant owners expect their technology to evolve alongside their business. Offering seamless API integrations for delivery platforms, inventory management, and customer loyalty programs keeps your solution indispensable.
Winning Strategy:
- Keep clients updated on new features and integrations.
- Offer custom add-ons or tailored solutions.
- Provide insights on how they can optimize their setup.
Pitfall: Selling a POS as a one-time solution instead of an evolving platform.
How to Avoid It: Position your POS as a dynamic system that grows with the restaurant. Send updates about new integrations and use case examples on how they can benefit from them.
5. Turn Clients into Advocates
Happy clients don’t just stick around – they bring in new business. Restaurants trust recommendations from fellow operators more than any sales pitch, making word-of-mouth marketing your most powerful tool.
Encourage Referrals by:
- Offering incentives for client referrals (discounts, free months of service, etc.).
- Showcasing success stories on your website and social media.
- Creating a sense of community through exclusive webinars or events.
Pitfall: Assuming satisfied customers will automatically refer others without prompting.
How to Avoid It: Actively ask for referrals and make it easy for clients to share their experiences. Provide a structured referral program with clear incentives.
6. Stay Connected Without Being Overbearing
Nobody wants to be bombarded with constant sales emails, but disappearing after the initial sale isn’t an option either. Finding the right balance is key.
Best Practices for Ongoing Engagement:
- Send valuable insights (industry trends, best practices, case studies).
- Check in periodically without pushing upgrades.
- Host Q&A sessions or office hours for open discussions.
Pitfall: Sending too many promotional emails that feel spammy.
How to Avoid It: Focus on education and problem-solving rather than sales. Provide value-driven content that helps restaurants optimize their operations.
7. Adapt to Their Changing Needs
Restaurants evolve, and their POS needs will too. Whether they’re expanding, launching a ghost kitchen, or shifting to digital ordering, your ability to support them through these changes will determine whether they stick with you or switch providers.
How to Stay Relevant:
- Offer scalable pricing and modular solutions.
- Keep an eye on industry trends and recommend relevant upgrades.
- Be flexible with customizations when possible.
Pitfall: Not adapting quickly enough to industry shifts, causing clients to seek more agile competitors.
How to Avoid It: Regularly review your POS offering and communicate how it aligns with emerging restaurant trends. Offer early access to beta features and get client feedback before launching new updates.
A POS system isn’t just another restaurant tool – it’s the foundation of their operations. By focusing on trust, proactive support, and continuous value, you can turn a one-time sale into a long-term partnership.
At KitchenHub, we don’t just integrate POS solutions – we help resellers build lasting relationships with their clients. Want to see how we can help you keep your customers for the long haul? Let’s talk.
