What Defines Great Restaurant Customer Service

 What defines great restaurant customer service? 

Keys To Great Restaurant Service:-

I'm going to tell you all about that in one second. Hey, everybody.
And what defines great restaurant customer service?


I hear this all the time. I get phone calls all the time from clients that tell me reviews are saying that they do not have Great Restaurant Customer Service, they have better customer service, they’re getting complaints about Restaurant Customer Service, and therefore the first question I ask is, “Why don't you tell me what you think that great customer service is?” I know my staff has to answer phone calls more courteously and need to have more knowledge about products to explain to our customers and while that each one encompasses customer service, apart from the “you should never say no to a customer” part, I do not believe that in the least, there are times you ought to definitely say no to customers.


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There are specific ways we do it but don't ever train your staff to never say no to customers. Anyways, back on track here. So, all those things are great. Those are skills. Those are specific items to train on and you should. You need to train your staff to be more attentive. They should do table check-ins. They should be looking at the table. They should be checking upon them. There should be a great greeting when they walk in the door. There should be a great greeting when they answer the phone. They should be friendly, but a lot of that comes from very specific training, and then, of course, who you hire.

My wife and I recently went to lunch at Xyz restaurant here in town, and the woman at the cash register was so nice and wanted to help so bad but she was lacking any kind of, like, normal social skills. So, she would ask us a question and then would go on and on and on and on after we answered for, like, literally 3 or 4 minutes, and wasn't picking up on the social cues that this conversation was over. You can't train on that. That's just a bad hire and nothing against that woman but she just probably shouldn't be doing that.

So, back to what defines  Excellent Customer Service. I want to wrap this up for you and put a little bow on it really quickly here. We can define Significant Customer Service in one statement. One clear statement defines Prominent Customer Service, everything else that we do adds to this, but the way that you provide great customer service in your restaurant is by exceeding your guests’ expectations. That's it – exceeding your guests’ expectations.

Now, how we do that is a little more detailed, but, just remember, in order to exceed your guests’ expectations, the first thing you have to do is know what your guests’ expectations are. Then, all you have to do is go 1% one percent above their expectations. So, one quick example I like to give when I'm talking about this concept of exceeding your guests’ expectations is, imagine you have a very busy lunch restaurant. When customers come in for lunch, at the host stand, ask them one simple question, “Are you folks in a hurry? Do you have a meeting or do you have to get back to the office by any particular time?” If they assert, “No, we're just here to relax,” seat them on one side of the dining room... We have to get back by a certain time,” seat them in another part of the dining room. So, all the people in the hurry are on one side. All the people who are just there to relax are on the other side.



Your staff knows this, your managers know this, and now when they come to the different sides of the restaurant, like, if someone asks for something, they know which side they need to react more quickly to, which side they need to be a little faster with. Also, when your server greets any table that's sat on the side that they're in a hurry on, the first words out of your server's mouth should be, “The host informed me that you're in a hurry. Let me know what time you need to get out of the restaurant and I'll do everything in my power to make sure that we do that for you.” They should suggest items that can cook faster. Someone orders something that takes a long time, they should say, “Hey, I don't really think we're going to be able to get that done in time for you.”  Let me get your drink order now, and when you come back, be ready to give me your food order. That way I can get you out of here on time.” That is Distinguished Customer Service. That is exceeding your guests’ expectations. I hope you enjoyed this week's post.

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Tags: Great Service, Restaurant Service, Hospitality Industry, Brand Building, Customer Retention.