Customer service 101 Going into 2021, the focus for many operators will be on sustaining, and hopefully growing, their customer base. And with so many restaurants fighting to stay afloat right now, you need to make sure you’re on top of your A-game when it comes to customer service. Whether it’s solving a drive-thru dispute, an unpleasant dinein experience, or placating a grumpy customer, make sure you and staff are prepared to make all of your customers leave happier than when they came in. Acknowledgement and eye contact Be sure to acknowledge all guests with a friendly smile when they enter. Yes, even with a mask on! Your eyes are actually a part of your smile. This will make your guests feel welcome and wanted. Warm greetings Guests need to be greeted warmly and promptly. Getting to know the names and favourite orders of repeat customers is an excellent way to build a positive relationship and personalize their experience.
more important than any other tasks or conversations that you may have been engaging in. Enthusiasm is contagious. If you show you are happy to be there with them, you will make them feel more comfortable and enjoy the time in you restaurant
Product knowledge While it may seem like a given, product knowledge is a crucial element that can’t be ignored. Make sure that all of your staff knows your menu, inside and out. With many people having food allergies (nuts, shellfish, etc) and many more following various eating regimes (vegan, vegetarian, low carb) it’s imperative that your staff is able to give the correct information. In-depth product knowledge allows servers to help customers get the most out of your menu, and ensure they’ll have a meal they can enjoy, and hopefully come back for again.
Respond quickly No customer wants to be kept waiting. This is true for in-person interactions, as well as chatbox software and phone calls. Good customer service skills require being able to not only adapt, but do so quickly. Be attentive to their needs, and don’t delay getting them what they need. Good time management abilities is a bonus when you are dealing with many customers at once. If you leave someone waiting too long, there’s a good chance their frustration levels will increase, making it even harder to get their satisfaction levels up. And frustrated customers are more apt to leave, and possibly not return — and that’s something you can afford.
Be present and enthusiastic Make your guest the focus when they visit your restaurant. Avoid side conversations with colleagues or starting new tasks until your guests have been served. And when you are serving them, be enthusiastic. Make them feel you want to be there with them, and that they are
Thank them Always thank your guests for coming. And always invite them back. Let them know how much you appreciate their business. Give them one last smile and send them on their way happy.
THE BOTTOM LINE December 2020 | 31
