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 great food, they will return to your restaurant and again.
Satisfied customers are an integral part of your business model. According to a Harvard Business School study About Starbucks, customer satisfaction has a massive impact on their revenue. Regarding Starbucks, they found that the also information satisfied Visits 4.3 times a month, spends $ 4.06 and is a customer for 4.4 years. They found 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 unhappy 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 food is incredibly important, what counts is the experience diners have from the moment they walk in 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 achieve 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 do you serve first? If there is a guest of honor, serve them. If not, start with women, then men, then children.
- Serve and remove the food from the diner's left. If you have to reach or interrupt, be courteous.
- Serve, pour and refill drinks on the right.
- When serving food, have a system for knowing which dishes go to which diner. Don't call out the main dishes 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, appetizers, or meals, they really won't care if their bartender makes the best martini or the chef makes 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 in advance. Be communicative and informative.
You have probably heard the term service speed. You can even have a speed of service goal built into your policies. Speed of service is vital to a good dining experience, no matter your type of restaurant. Your diners probably have expectations about how long they will have to wait. Serving tacos? They will wait for you quickly. Serving meat? They may mentally give you 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 some point or another. Whatever the problem, your goal is to please the customer.
It is vitally important that you address problems immediately. Don't let your customer's anger linger while 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.
- Own the bug. 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 watch their 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 are always looking for ways to improve your food and service. Feedback from your customers can help you understand 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 can serve them even better. You will build better customer relationships and improve your restaurant at the same time.
Lastly, we will discuss an immediate way to provide excellent customer service at your restaurant. The incorporation of technology will depend, of course, 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 conveniently navigate and then order from their menu. They will often 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 the 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 they occupy their children. Consider portable gaming devices at the table, a kids' TV / media room (and old coloring books on hold).