BecomingWhoYouWantToBe

Whether youre just starting out in the restaurant business or have been running one for years, restaurant customer service should be paramount in the daily operations of the business. A restaurants successes and failures are almost always centered on service, from the moment a customer enters your establishment to the time they leave it.

You will find that if your restaurant customer service goes beyond the pale, word of mouth will help you to attract new customers and also see your existing customers return. The service will set the tone for your restaurant and what is to come, as don’t forget that first impressions everything.

In a restaurant, it’s the little things that count. Small touches, such as providing a complimentary drink for a special occasion, presenting a mint with the bill — the small things leave a lasting impression. Servers should be smiling, friendly and striving to please. The owner or manager should open the door and greet each customer, chat with them during the service and, of course, thank them as they leave.

Some restaurant customer service tips that are often overlooked are answering the phone within two rings, providing diners with the servers name, establishing a rapport by asking customers open ended questions, inquiring about any food allergies and knowing area information for out-of-town guests.

Some restaurants take customer service to a whole new level with creative ideas, like offering a chefs table, presenting roses to female guests, providing a tour of the restaurants kitchen or wine cellar, having sweaters on hand for customers who might be chilly, printing commonly requested recipes on recipe cards, or providing guests with a little bag of cookies or chocolates as a remembrance.

Creativity and initiative goes a long way when it comes to providing exceptional restaurant customer service. If a reservation has been made celebrating a special occasion, take initiative and supply disposable cameras and balloons. You could enhance an existing practice — such as getting the entire staff to sign a birthday card, including a gift certificate and present this when you go with the tradition of presenting a cake.

In order for a restaurant to excel in customer service, management needs to express to all employees its definition of service and then empower them to do what needs to be done to exceed the needs of customers. It could be something as simple as providing an umbrella if it starts to rain as they are leaving for their cars, or having at the ready recommendations for an after dinner show or entertainment.

Great restaurant customer service starts at the back of the house and move to the front. The waitstaff and greeters can be the best at service, but if the presentation or attention to detail is not up to par, their efforts would be for nothing. All employees, regardless of whether they interact with the client, must be aware of how their performance impacts the overall experience.