Guidelines For Good
Customer Service
It is mind boggling how frequently owners and managers misunderstand the importance of good customer service. Running a restaurant and making money is tough enough yet without good customer service your restaurant is on a fast track to fail. In many cases restaurants start out strong, make a great name for themselves but then lets success go to their head. One by one customers feel as if they are not appreciated and taken for granted. Implementing and maintaining good customer service is key. Here are a few simple tips for great customer service
1. Restaurant Staff — A well-trained front of the house staff is key to understanding the importance of great customer service and keeping customers happy. Among the most talented people in the marketplace are good wait-staff. The know how to engage, they are friendly, but not annoying. They multitask, but still know how to give the customers their undivided attention. When hiring new staff it is important to look for these qualities.
2. Customer Complaints — Next look at how you are handling customer complaints. Regardless of how hard you try, things go wrong once in a while. Service is slow, orders can be forgotten, food is overcooked, and during the dinner rush things can be forgotten. No matter the reason for a complaint it is important to try and please the customer. Acknowledge there was a problem and let the customer know this is not what to expect when dining with you. In many instances, you can remedy the complaint by offering a complimentary dessert or a complimentary drink when they return.
3. Show Appreciation — Action speaks louder than words and this is especially true when it comes to customer appreciation. There are many ways you can show your customers how much you appreciate their business and it doesn’t have to cost lots of money. Personal attention, especially by the owner or manager can go a long way in making your customers feel special. This kind of recognition leads to customers returning more and more.
It doesn’t matter how good or bad a day you are having – the restaurant business is a customer service business. Bad employees with bad attitudes can severely hurt your business and as an owner you need to create a culture where, without exception, treating customers well comes first.
