By Leo Clarke, Contributor
More so now than ever before, restaurant guests are looking for an experience when eating out, rather than just a satisfying meal. A huge part of this experience is the customer service they receive at every contact point within the restaurant – and even after they’ve left.
Here, we share practical and actionable ways to enhance your establishment’s customer service. Whether you're a seasoned owner or just starting out, these tips will help you elevate the dining experience you offer.
Invest in Staff Training
The cornerstone of excellent customer service is a well-trained team. It’s easy to fall into the trap of viewing staff training as a tick-box exercise, or something that’s only important to new starters. However, to get the most from your team, training should be an ongoing commitment; regular sessions should cover everything from how to greet guests to handling complaints efficiently and with compassion.
As well as covering general training topics, you’ll want to promote more specific learning within your team relating to your business. This could include menu tasting sessions to give them a better understanding of the dishes on offer, or perhaps a wine pairing course so they can better serve the needs of customers seeking recommendations.
Create Personalized Experiences
Modern customers are demanding a more personalized experience to streamline the interactions they have with businesses in all different sectors. In the restaurant industry, waiting staff should be trained in different ways to facilitate this individualized approach.
While this becomes harder to maintain as businesses expand, there are plenty of things you might look to do, from remembering the names or orders of regular patrons, to providing unique recommendations depending on the diners’ preferences. Artificial Intelligence can be particularly helpful in achieving the latter, since machine learning algorithms can learn from guest behaviors to make more useful recommendations and leave customers more satisfied. Personalized interactions not only enhance the dining experience but also build lasting relationships and help customers to feel more valued, ultimately boosting loyalty in your restaurant.
Leverage Technology for Better Service
Implementing useful technology within your restaurant benefits both your business and its customers. Staff can use these tools to do their job more efficiently and effectively, and this benefit is ultimately passed on to the customers who will enjoy a more streamlined service – from booking to paying for the meal.
To start with, a user-friendly website is an increasingly indispensable tool for modern restaurants – pair this with an active social media presence to maximize your reach. Be sure to build a reliable online reservation system to reduce waiting times and improve table management. During the dining experience, consider using tablets for taking orders to minimize errors and speed up service.
Finally, a point of sale system can streamline the payment process and improve accuracy; they can also be integrated with loyalty programs to reward regular diners and encourage repeat custom.
Create a Welcoming Atmosphere
A great service goes far beyond the interactions your team has with their customers. It’s important to take a holistic approach, and this includes considering the ambiance of your restaurant, which can set the tone for the customer experience.
Ensure your establishment is clean, well-lit, and inviting: pay attention to details such as comfortable seating, pleasant music, and appropriate lighting. However delicious your food is, a poorly thought-out atmosphere will discourage repeat custom and mean diners are less likely to leave positive reviews, which are so important to modern restaurants.
Make Customer Service a Priority
By focusing on these areas, you can significantly enhance your restaurant's customer service, creating memorable experiences that keep customers coming back for seconds. Remember, excellent service is a reflection of your commitment to your guests' satisfaction, and it can turn a good restaurant into a great one.
