Restaurant Customer Service Tips
The restaurant business is undeniably challenging, and difficult economic times make the task even more perilous.
The most minute of details need to be addressed constantly and any singular error can send customers out the door for good. Below, Restaurants and Institutions magazine cites some best practices that are now more critical than ever.
- Know the menu- and not just the nightly specials or which pasta side accompanies the steak, but the pertinent ingredients in all the dishes. Be prepared to answer questions on any selection since over time, you will inevitably be asked about everything.
- Ask questions, the right specific ones- “how is everything” doesn’t cut it. Mid-bite, patrons are inclined to simply nod and have you on your way. But, in order to uncover their perceptions of the food, ask more specific questions such as “do you have any ideas I can pass along to the chef?” or “how is the pesto flavoring on that dish?” The more specific you are, the more they will be in their response. Plus it shows you genuinely care, and are not just going through the motions.
- Discuss value- many patrons are cost conscious, and pointing them in an appropriate direction for their needs bodes well for their experience. For instance, list the prices of your specials, and distinguish various wines at different price-points. Also, for portions that appear smaller than the usual size, alert customers so that their not surprise when their $20 scallop appetizer arrives with two pieces the size of half-dollars.
- Don’t overload your servers- ever had to wait at a restaurant with empty tables? well it was most likely to help the waitstaff maintain their level of service. In most restaurants, more than three tables per server is overdone. At this stage, the quality and attention given to each table is compromised.
- Every detail counts- From the paper-towels in the ladies room, to the mints on the hostess podium by the door, everything should align with the restaurants image. Make sure employees are always smiling, water glasses are re-filled and fallen napkins retrieved and replaced.
Bottom line-It’s the little things that count. While food, atmosphere and price are all cornerstones of a great restaurant, impeccable service is king. From soup to nuts, make sure every need and want is satisfied, and every problem is handled with grace.
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