Making Dough Show | Restaurant Show

49. 3 ways to provide GREAT Restaurants Customer Service | Restaurant Marketing

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 3 ways to provide GREAT Restaurants Customer Service | Restaurant Marketing

We all know “good customer service” can make or break our restaurant. 

No matter how good our food is, if the service is inconsistent and all in all poor we gradually go out of business. 

But in order to provide good customer service and identify our shortcomings when it comes to giving bad customer service we first need to define what customer service actually mean in a restaurant.


Speed

  • We live in a society where instant gratification is king. 
  • Our customers want what they want and they want it NOW!
  • And they genuinely don’t care about the fact that you know we are short staffed, that the morning cook came late because his kid has been sick and we didn’t finish prep for the dinner shift and bla bla.. It’s irrelevant! Customers are giving us money so, they determine the terms of the transaction. 


    • Accuracy

    • Don’t you hate it when you order pick up and make all the effort to go pick it up. 
    • You arrive home just to find out the server didn’t hand you the salad you paid for, or the dessert you paid for
    • Or, you specifically asked you don’t want the jalapeno on the burger because you can’t eat spicy food and fare enough there is it! Your mouth on FIRE
    • Need to set up Quality Control checkpoints to manage the accuracy of our service


      • Friendliness 

      • It’s easy to be friendly to those who are friendly! 
      • The art is training our servers to know how to handle different service circumstances so they have the tools needed to be  friendly to those who have had a tough day,  those who are stressed, overwhelmed, impatient, demanding, or even plain rude! 
      • What are some of the ways we can measure this? 
        • One way is to read our customers feedback and take it to heart! 
        • If there is no mention of our friendliness.. It’s because we are not exceeding expectation. 
          • It’s meh
          • If it was bad, you sure would hear it :) 
            • but nowadays  good service isn’t good enough. 



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                  • // WHO:

                  Hengam Stanfield is the co-owner of two restaurants in San Antonio alongside his husband Matt. Their background is in engineering. They tripled their restaurant sales in less than 5 years with 0 prior restaurant experience.They believe every restaurateur deserves owning a restaurant that does not own them. 

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