5 ways to provide excellent customer service in your restaurant
Customer service is equal communication and genuine attention to diners. When guests visit your restaurant, you want them to feel welcome. When you treat them with care and respect while giving them excellent food, they will return to your restaurant and again.
Satisfied customers are an integral part of their business model. According to a Harvard Business School study At Starbucks, customer satisfaction has a massive impact on your revenue. Regarding Starbucks, they discovered that the also information satisfied He visits 4.3 times a month, spends $ 4.06 and is a client for 4.4 years. They discovered that the client highly satisfied He visits 7.2 times a month, spends $ 4.42, and has been a client for 8.3 years.
That's great, but what happens when you have an unsatisfied customer? In a Customer experience report , the researchers discovered that the number 1 reason customers abandon a brand is due to poor quality and rude customer service. These items were cited 18% more often than slow or inopportune service.
Get it right from the start
While the quality of the food is incredibly important, what counts is the experience diners have from the moment they walk through the door to the moment they leave. The restaurants They must remember to keep customer needs at the forefront of every dining experience. Here are some tips to accomplish this:
- Greet your diners as soon as they walk through the door.
- Use respectful titles: sir, madam and miss, work well.
- Do not interrupt
- Listen carefully and pay attention to what you want.
- Be fully versed in your menu. Ask questions and repeat your orders to make sure you get it right.
The label matters
While the label often depends on the type of restaurant, the proper label can be kept in pizzerias and restaurants haute cuisine.
- Who does it serve first? If there is a guest of honor, please serve them. If not, start with women, then men, then children.
- Serve and remove food from left of diner. If you must reach or interrupt, be courteous.
- Serve, pour and refill drinks on the right.
- When serving food, have a system to know which dishes go to which diner. Do not call the main courses if possible.
- Never make diners feel like you want them to leave. The suggestion of the server is not more important than the comfort of the diners.
- Don't make your diners ask for the check. Clean the dishes, bring the check and treat it in a timely manner.
Don't make them wait
If your diners have to wait too long for their first round of drinks, snacks, or meals, they really won't mind if your bartender makes the best martini or chef cooks the best steak. Your restaurant is already irritated and hungry.
You can call this the negative turning point. Remember that it can be difficult to get your also information disappointed. Avoid disappointing them at all costs. Make sure you have enough staff available so they never have to wait too long. If your diner orders a meal that takes a little longer to cook, let them know ahead of time. Be communicative and informative.
You have probably heard the term service speed. You can even have a service speed target built into your policies. The speed of the service is vital for a good gastronomic experience, regardless of your type of restaurant. Your diners are likely to have expectations of how long they will have to wait. Serving tacos? They will wait for you quickly. Serving meat? You may be mentally given extra time to prepare it.
Your third step in providing excellent customer service is your finesse in dealing with problems and complaints from customers . No matter how hard you try, something is going to go wrong at one point or another. Whatever the problem, your goal is to please the customer.
It is vitally important that you address issues immediately. Don't let your customer's anger linger as you wait to move up the chain of administration. Here are some tips for dealing with customer issues:
- Listen carefully to your problem without interruption.
- Possess the error. Acknowledge that yes, there is a problem. Let them know that you are very sorry.
- Stay calm, especially if you disagree with your client.
- Maintain eye contact and observe your body language. Make sure your body doesn't tell a different story than your words.
- Ask your customer what they would like. Try to negotiate a solution that is acceptable to both of you.
- Always empathize, don't blame.
- Apologize again!
- Solve the problem quickly and without drama.
Use customer comment cards
Show your diners that you value their opinion. The restaurants exceptionally effective they want their customers' opinions: the good, the bad and the intermediate.
When you give them a chance to leave a comment, you show them that you care and you are always looking for ways to improve your food and service. Feedback from your customers can help you understand the areas that need improvement. Comments can also show you where you stand out. You will see what your customers see and in the end you will be able to provide them with an even better service. You will build better customer relationships and improve your restaurant at the same time.
Finally, we will discuss an immediate way to provide excellent customer service in your restaurant. Incorporating technology will, of course, depend on your type of restaurant, but some form of technology can be incorporated into many business models of restaurants.
The ability to order instantly from your online menu provides easy access for your customers. It allows them to comfortably navigate and then order from their menu. Often they will spend more money ordering online as they will be tempted to try more. You can use featured calls to action to encourage a larger order.
Table order and / or kiosk
Your casual dining customers will find this ordering system quick and easy. They will also appreciate convenience and speed.
Offer free wifi
According to one research from the company of Insights and industry data Technomic Inc., 65% of consumers in 2014 expected restaurants in the fast-service segment to offer free Wi-Fi access in their restaurants.
Games at the table
Parents of young children are often exhausted after a long day at work. Give parents a break while looking after their children. Consider portable gaming devices at the table, a children's TV / media room (and old standby coloring books).