Ali Zar On What Establishes Good Customer Service In The Restaurant Industry?

Everyone has an opinion about good restaurant customer service. Knowing how to treat the customer right is one of the key aspects of owning a restaurant of any kind. Customers know when they are appreciated and valued, and they will return to spend more money and tell their friends about your restaurant.

In today’s challenging economy, restaurants have to be especially careful to exhibit the best possible customer service. Ali Zar, a restaurant and sports entrepreneur, explains the common elements that go into making customer service an excellent experience.

Customer Expectations

Customers often walk into a restaurant with high expectations of how they will be treated. They may believe that the food quality is their main concern, but there are few examples when customers ignore poor customer service so that they can get excellent food.

Feel Welcomed

First, customers expect a warm welcome and focused attention. If customers wander into a restaurant without being greeted and don’t see anyone at the host stand, they may walk out. They want to have quick service, from being seated to receiving the check.

Comfortable and Pleasant

They want a comfortable, pleasant atmosphere without disturbances. Not all restaurants must be whisper-quiet, and many customers enjoy music and reasonable levels of noise and background chatter.

Quality Food

Customers want the best quality food, at par with the restaurant’s standards. They expect that they will be served fresh, hot food within a reasonable amount of time and that their sides, drinks, and special requests won’t be forgotten.

Feel Respected

Customers also expect to be treated respectfully and kindly throughout their restaurant experience. Every employee needs to be trained to provide the best customer service they can, from bartenders to food runners.

Quick Payment Process

Finally, your customers will want to make the payment process as quick and easy as possible. This will increase the likelihood of a good tip, keeping your employees happy as well as your customers.

Treat Regulars Like Gold

Your regulars are the backbone of your business. They deserve an enhanced guest experience. Waitstaff should know their names, their drink preferences, whether they have any allergies, and where their favorite tables are. When customers receive this personal level of service, they are much more likely to tell their friends about how great the restaurant is and how much they enjoy going there.

How to Train Your Employees to Deliver Excellent Customer Service

Too many waitstaff are thrown into the job without proper training.

Food Handling and Register Training

Ideally, training should take at least a few days. Your waitstaff needs to be trained in all of the restaurant’s proper service procedures, from greeting customers to how food should be handled and placed on the table. They need to be trained to use the computer system to put in their orders and cash people out.

Hospitality Training

They also need to be trained in the proper level of courtesy that you expect from them. Some restaurants are more casual with their customers, while others are formal. This is part of your restaurant’s public image, and if your waitstaff doesn’t measure up, your customers will notice and be unhappy.

Possible Problems You May Encounter

Every business has difficult customers, and the restaurant business is no different. Your employees need to know what to do if they encounter a grumpy, belligerent, overserved, or complaining customer.

Dealing With Difficult Customers

Managers also need to be trained in how to deal with these people in accordance with your policies. These problems need to be solved quickly and discreetly to avoid drawing too much attention and disrupting other customers’ meals.

Focus On Problem Solving

The focus of problem-solving should be making your unhappy customer smile. Barring that, treat them courteously until they choose to leave the restaurant.

Ways to Increase Customer Satisfaction

Customers love specials and discounts. Ali Zar recommends giving away coupons to your best customers, whether through the mail or in person. It is also a great idea to start a restaurant loyalty program to allow customers to collect points toward bigger discounts. Having rewards program data can also give you important insight into your best customers’ behavior and ordering habits, so there are benefits for both sides.

Encouraging Great Service

Your employees need incentives to make their customer service as excellent as possible. Secret shopper programs are a good way to ensure that the wait staff doesn’t know that they are serving a special guest. This can show you how they treat every customer and could be eye-opening when your secret shopper returns with their report.

Building a Sterling Reputation

It is possible for even the smallest slip-up or misunderstanding to turn into an online event in today’s connected world. If a disgruntled customer posts on Yelp, Google, or another review site, or if they post on their social media and tag your restaurant, you need to pay close attention. Do everything you can to make it right with the customer, avoid snapping back at them, and deny what happened. Behaving immaturely when it comes to handling disputes is one way that restaurants can tarnish their reputation for good customer service.

Serve Customers Well

These tips from Ali Zar can give you a basic understanding of how to treat your customers well. From waitstaff training to handling reviews, all of these provisions are important. Running a successful restaurant today is extremely difficult, and poor customer service can only hinder your business.

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