Did you know that 91% of unhappy customers will not go back to your business?
More than just giving them sumptuous food served with visually-appealing plating, the experience they get from your restaurant can also make or break your success.
Your customer service can mean the difference between an excellent recommendation to their friends or family and a scathing review on social media that could go viral.
Imagine Dr. Bruce Banner walked into your restaurant. Starving. Maybe after one of the Avengers’ fights.
You know that each customer comes in with the expectation of being served good food with good service. Now multiply Dr. Banner by how many customers you have on a given day. Would really you like to have that many Hulks in your hands?
Providing customer satisfaction should be more than just a meaningless tagline for you.
Here are five things you can do to turn those hangry customer into happy ones:
- Treat Them Well During Service
While this is a no-brainer for any restaurant owner or manager, it still pays to look closely at how you are currently serving your customers.
There may be certain points—be it in the way you speak or the way you treat customers—that you are missing:
- Greet them politely and use respectful titles (e.g. Ma’am, Miss, Sir)
- Always use a friendly and welcoming tone
- Don’t cut them mid-sentence. Listen to what they want or what they are asking.
- Make sure you know your menu inside-out
- Repeat their orders to be sure you didn’t miss anything
- Dress well, making sure your clothes are clean
- Always say “thank you” when applicable
- Follow your restaurant’s etiquette (e.g. for fine-dining or for casual dining)
- If you need to reach in to pick up a plate, be polite and ask first
- Never make any customer feel like you are rushing them to eat and leave
- Help them in all the little ways that you can (e.g. carry bags, hold the door, etc)
- Handle Any Problem Immediately
Problems usually arise when expectations were not set properly at the beginning. You do not want a customer to get to the point of disappointment, as that is already the point of no return.
When you hand customers the menu, for instance, they expect all the food to be available. Make sure that they know if there are any dishes that are unavailable for the day.
Secondly, be upfront with your customers. Is there going to be a delay in cooking time? Explain politely the reason for the delay. And then offer something that could make them feel better for the wait, like a free drink or a free appetizer.
However, no matter how much you prepare, problems still tend to happen. In this case, here are few things you can do:
- Listen to their complaints; pay close attention to every detail
- Acknowledge your mistake and apologize repeatedly
- Find a middle ground when looking for a solution, something that will make you both happy
- Never blame your customers
- Keep a level head
The important thing to remember is to not let the customer stew in their disappointment long enough that they feel the need to talk (or argue) with anyone in management.
- Make Sure You Have Enough Tools
It’s going to be difficult for your staff to serve your customers if you do not have enough tools in your kitchen. Imagine the catastrophe of serving someone soup without a spoon.
Regularly check your kitchenware and any technology you use. Do you have enough plates, spoons, forks, knives, and glassware? How about your food ingredients and beverages? Is your POS terminal working?
Remember: your staff will be your first line of defense. And if they have to take the heat for your restaurant not having enough tools, you will lose morale in your team.
- Empower Your Staff
While we’re on the topic of your staff, keep in mind that they look to you as the leader. It is your job then as a manager or owner to set a good example in serving other people.
- Teach them proper service everyday. You don’t need to conduct daily seminars. However, don’t make the mistake of thinking that a post-it note on the board, or a memo passed around, is ample reminder for your staff to serve customers better. Teaching them to serve better takes time to cultivate, so you have to have patience in reminding them of areas they need to improve on.
- Teach hospitality by doing. By treating your employees well, you are essentially teaching them how to treat your customers better. Employees who are happy with the culture of the workplace perform better when serving other people. On the other hand, employees who live in a culture of fear tend to let their anger out on customers.
- Reward your team. Rewards will motivate your staff even more. Be generous with kind words and pats on their backs. More than the verbal encouragement, an employee rewards program is also something you can do. For instance, you can give gift certificates or bonuses to anyone who receives a certain number of positive feedback from customers.
Your team is an important part of your business. Do not treat them as replaceable commodity; rather, make them feel that you value their work and commitment to your business.
- Always Be Open To Customer Feedback
Customer feedback is your ultimate litmus test.
During service, ask customers if the food is satisfactory. However, not a lot would feel comfortable complaining verbally.
In this case, you can also provide comment cards on each table and encourage customers to write feedback, be it good or bad. Make them feel that their opinion is something that you value highly.
If you have social media accounts, make sure that you have a dedicated person to respond to comments, especially if there are negatives ones. Use these are stepping stones to be improve.
Remember that creating a culture of hospitality does not happen overnight. But if you look closely at your customer service practices, you may just find the areas you need to improve on. Which of these steps do you think you need to apply in your restaurant? Let us know in the comments below!
