How Restaurant Owners Can Improve Customer Service
Posted on: 2 June 2016
Improving customer service can have a great impact on your customer retention in your restaurant. There are always ways to do a better job with customer service, and here are some ways to get started.
Know How You're Doing
The first thing that you may want to do is to understand how you're already doing in customer service. There are several ways to get this data. For instance, you might do a promotion to get survey feedback from your customers and get anonymous feedback. You might also hire foodservice management services to collect qualitative data on your restaurant. For instance, your consultant might observe the restaurant at different times to collect info on customer and staff behavior to determine some of the issues you're facing.
Be Specific About What You Expect
Great customer service looks different to different business owners. While you may have been careful to hire only experienced service staff for your restaurant, it's important to note that they have likely come from a diverse background of restaurants with different priorities. In order to present a unified customer service experience, it's important to make sure your employees know what excellent customer service looks like to you. Whether you value speed, politeness, staff knowledge, or reparation of errors the most, make sure that you give staff a written description of how you want different situations to be handled.
Encourage Feedback and Discussion
Some customer service blunders can occur when your staff don't feel like they have the tools they need to do a good job. For instance, if they aren't sure what kinds of concessions they can make to customers or don't have the manpower to deliver a high quality of service, it's important for you to know and address these issues. Taking time to have regular staff discussions can help you to understand what your staff needs to do a better job.
Continually Educate Your Staff
Another way that you can continue to improve your customer service is to create a learning environment for your staff. There are moments that will come up each day where staff can improve their service skills, and although it can be difficult to set aside time to learn during peak hours, taking the time to teach service can improve your business in the long run. Not only will you provide a more positive experience for your employees, but you'll have a more educated staff who will provide great service to your customers.
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