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May 1, 2020 · A restaurant with great service knows how to make its customers feel happy; it understands the importance of being flexible; it takes an interest in its customers and knows how to make them feel special.
- Overview
- Why is good customer service in restaurants important?
- 9 examples of good customer service in a restaurant
One of the most important elements to consider when running a restaurant is the quality of the customer service you provide. Good customer service includes providing courteous and quick service to meet customers' needs during their dining experience, which can determine whether or not someone becomes a recurring customer. In this article, we discus...
Good customer service is important in the restaurant industry because it can determine the overall success of the establishment. Here is a list of reasons why it's so important:
•Happy customers generate more positive feedback and reviews for your restaurant.
•Excellent customer service can increase revenue.
•Satisfied customers are more likely to become regular customers.
•The longevity of a business usually relies on good customer service.
Related: 20 Customer Service Tips
1. Greet the customer with a smile
Example: As a family of four walks into the restaurant, the hostess smiles and welcomes them. She then asks the family if they prefer a booth or a table. The father, Chris, says they would like a table, and the hostess says she has one ready for them. As she walks the family to their table, she asks them if they're dining out for a special occasion, and the mom, Janet, replies that it's her husband's birthday. The hostess wishes the husband a happy birthday and offers the family a discounted appetizer with their meals before seating them.Explanation: As soon as a customer walks into the restaurant, their customer experience begins. Try to greet customers enthusiastically as soon as they enter the building. As you walk them to their table, you can ask them questions like if they've had a good day or if there's any special reason they're dining out. Many customers appreciate this friendliness as you seat them at their table. Small gestures like these show customers that the staff cares about providing a positive dining experience.Related: 9 Tips for Improving Your Customer Service Skills
2. Be flexible when possible
Example: As the hostess seats the family at their table, she asks if there is anything else she can do for them before she leaves. Janet speaks up and asks if they can have a booster seat for their toddler and some extra crayons for their daughter. The hostess says she will be right back with everything while the family takes their seats. When she returns, she brings the booster seat, plenty of extra crayons and a few extra children's menus that the children can draw on during their dinner.Explanation: Part of great customer service requires the staff to be flexible when catering to customer needs. If you're able to accommodate a customer's request, such as seating them at a different booth, putting more than one table together for their family or splitting the check three ways, try to do so. They are more likely to feel satisfied with their experience when you make these small accommodations for them.Related: 4 Levels of Customer Service: Definition and Tips
3. Be prompt and attentive
Example: Shortly after, the waiter comes to the table, introduces himself as Allen and asks how they are enjoying their evening. He then asks if they have any questions about the drink menu before taking their drink order. Several minutes later, he brings water to the table after he realizes the drink orders are taking longer than usual. He apologizes for the wait and tells them that drinks are behind schedule because of the dinner rush. He asks if there's anything he can get them in the meantime. When he returns with their drinks, he brings them complimentary breadsticks.Explanation: Promptly taking care of customers' needs is an essential part of good customer service. When a customer places a drink order, try to get it back to them quickly. If their drink orders are taking longer to get than usual, bring them water and be upfront and informative about why their drinks are taking extra time. Let them know you're bringing them as soon as they're ready, so the diners are aware their needs are still a priority.Related: How To Create and Implement Restaurant Service Standards
- Get clear on what great service looks like for your restaurant and write it down. Many restaurants operate without service training guidelines or employee handbooks that include service guidelines.
- Give your team the tools that they need. Look, every restaurant runs out of inventory items. But a restaurant that consistently operates without basic tools is a restaurant with big problems on the horizon.
- Great Service Doesn’t Happen Overnight. There are no fast fixes. Building a culture of hospitality isn’t something that just happens right away. Pep talks and impassioned speeches help, but not if goals and encouragement is offered once a year or once a quarter.
- Teach Service Every Day. It’s important to lead and inspire your staff to focus on and improve performance issues on a daily basis. Some managers believe if they write a memo about service concerns and post it on the employee bulletin board, they have effectively communicated service expectations.
Jul 7, 2024 · These steps ensure your service is consistent and makes guests feel valued, which brings in more sales and keep customers coming back. In this guide, we cover the essential service steps, while also sharing insights we’ve gained from working with restaurant owners.
- Train your staff. Staff training can go a long way when working to improve restaurant customer service. It is the perfect way to bring your staff all onto the same page and provide a boost to everyone’s skills.
- Solicit customer feedback. Customer feedback is an exceptional reservoir of knowledge about your restaurant. Your diners are likely brimming with ideas to improve your venue.
- Handle customer complaints. You should develop a standard operating procedure (SOP) for dealing with customer complaints, and train your staff on how to enact it.
- Effectively utilise technology. If you are not going the extra mile to utilise technology in your restaurant, you risk falling behind your competition.
Effective food service is crucial in creating a memorable dining experience for guests. Waitrons, or servers, play a vital role in this process, from the moment a dish leaves the kitchen until it's placed before the diner.
Feb 7, 2024 · Learn 8 key techniques to provide excellent service by training your restaurant staff efficiently for superior dining experiences.
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related to: what makes a restaurant a good restaurant food service plan is a serviceStay Audit-Ready with Jolt HACCP checklist app. Get started today with a demo. Instant digital HACCP dashboards on your phone. Checklists, probes, sensors and more.
Everything Your Small Business Needs To Get It Done Right. Contracts, Invoices, & More. Try HoneyBook's Essential Business Tools For Freelancers. Start Your Free Trial Today!
Insights & Resources to Help Your Business Grow at BofA Center for Business Empowerment. Small Business Resources Is Now the Center for Business Empowerment.
