Food & Drink International - Winter 2017, Volume 2 - 77
Harris Ranch Inn
Harris Ranch's impact on the state's restaurant industry was
recognized in 2016 when the California Restaurant Association honored John and Carole Harris with The Lifetime
As the first generation raised entirely in the digital age has
entered the working world and become consumers, it's become important for restaurants such as Harris Ranch to embrace the internet so they can educate those younger guests
about its legacy. Harris Ranch recently updated its website
for the first time in 15 years, giving its history more prominence, making it more interactive and sharing links to social
media. It was designed not only to promote the Harris Ranch
experience, but also to be easily navigated on desktop and
handheld devices such as smart phones.
Since the launch of the new website, Reynolds has seen increases in guest feedback and interaction online and through
social media. "Positive reviews create more volume and exposure to other people's Facebook," he says.
Alongside the new website, Harris Ranch is introducing a
new ordering system that will allow for purchasing via a mobile app. The beta for the mobile App program began with
Harris Ranch Express BBQ in November and is expected to
eventually roll out to all the restaurants. "People are communicating differently," Reynolds says. "Instead of calling in,
they want to put their orders in on a [device]."
Harris Ranch is also leveraging technology to create better
guest interaction in the real world. A customer who comes to
the Steakhouse or Horseshoe Lounge might never step foot
in the Country Store, a shop that combines the traditional
Western general store with the in-house bakery items available to-go, a bookstore, craft gallery and gourmet grocer.
However, by utilizing a traffic count system that uses cameras to track guests, Harris Ranch is able to discover opportunities to convert restaurant diners into Country Store
customers and vice-versa. For example, when guests receive
their checks at the end of a meal, the check holders include
a pamphlet on items available at the Country Store to entice
them to check it out.
"You see some areas of opportunity and we're trying to
nail that gap," Reynolds says. Harris Ranch always had a
solid understanding of its restaurant customers, but with the
traffic count system it now understands how many people
are coming in to shop at the Country Store or just use the
bathroom, and can create conversion opportunities around
those actions. "We didn't have that information, now we do,"
food & drink international * winter 2017 volume 2 * www.fooddrink-magazine.com