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.