The Essentials Of Restaurant Customer Service

It doesn’t matter whether you are a veteran in the business or are just starting out, restaurant customer service is very important. From the moment that a customer walks into your establishment to the time that they exit, your success or failure will hinge on the quality of your service.

You will find that if your restaurant customer service goes beyond the pale, word of mouth will help you to attract new customers and also see your existing customers return. The service will set the tone for your restaurant and what is to come, as don’t forget that first impressions everything.

In a restaurant, it’s the little things that count. Small touches, such as providing a complimentary drink for a special occasion, presenting a mint with the bill — the small things leave a lasting impression. Servers should be smiling, friendly and striving to please. The owner or manager should open the door and greet each customer, chat with them during the service and, of course, thank them as they leave.

When it comes to restaurant customer service, there are a number of tips to remember. Give the diner the server’s name, establish rapport by asking open-ended questions, make sure that the phone is answered within two rings, study up on the area information to give to guests who inquire, and make sure that you ask about their food allergies.

Some restaurants take customer service to a whole new level with creative ideas, like offering a chefs table, presenting roses to female guests, providing a tour of the restaurants kitchen or wine cellar, having sweaters on hand for customers who might be chilly, printing commonly requested recipes on recipe cards, or providing guests with a little bag of cookies or chocolates as a remembrance.

Providing restaurant customer service that stands out from all the rest takes creativity and initiative among all employees. It might mean simply enhancing an already existing practice. For example, in addition to singing and presenting a cake to guests celebrating a birthday, have the entire staff sign a birthday card that includes your restaurants gift certificate. Or if reservations are being made to celebrate a special occasion at your restaurant, offer to supply balloons and disposable cameras.

In order for a restaurant to excel in customer service, management needs to express to all employees its definition of service and then empower them to do what needs to be done to exceed the needs of customers. It could be something as simple as providing an umbrella if it starts to rain as they are leaving for their cars, or having at the ready recommendations for an after dinner show or entertainment.

Great restaurant customer service starts at the back of the house and move to the front. The waitstaff and greeters can be the best at service, but if the presentation or attention to detail is not up to par, their efforts would be for nothing. All employees, regardless of whether they interact with the client, must be aware of how their performance impacts the overall experience.

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