Great Food and Amazing Service are non negotiables when it comes to a successful F&B business, but I am still seeing so many fail here. The fundamentals of customer service are simple, be attentive and open to feedback. Most importantly understand your customer and what they need. This is by far the best way to get repeat business and benefit from word of mouth.
Unpopular opinion maybe, but there is no point in investing in a beautiful space if the fundamentals are not working.
Creating a sustainable business means steady revenue, and customer service is where it begins.
1. Make them Feel like your best friend
Greet them warmly and engage in small talk. Ask them how they are, how has their day been? Weave in questions like why they chose you and you have a wealth of market research you can use for your advertising! As a customer having someone relatable makes a really lasting impression on the rest of their experience.
2. Care about their experience
Genuinely care. If you are being fake, it is really very obvious and off-putting so you would be doing more damage than good.
Ensure you ask them about allergies and try to work out what they like or dislike. They dont like seafood tell them about the meat specials. Are they vegan tell them which items can be made vegan if it is not obvious on the menu. Tailoring your customers experience through small gestures like this will create a lasting impression and ensure they come back! In addition, putting in a little bit of thought before they even order will help to minimise if not eradicate complaints later!
3. Be honest!
Customers are aware of the challenges businesses are facing right now, so treat them as such. If you are short staffed, let them know that service may be slow but you are doing your best. If items are not available on the menu, tell them before they consider what to order. Being clear from the beginning will avoid customers feeling disappointed. If there are issues, a complimentary side dish or dessert will cost very little compared to a bad review later!
4. Check in to see how things are going
Time this correctly. I have lost count the number of times staff have asked if I am happy with my meal when I have just stuffed my face so cant respond! Do not ask while they have their mouth full or when they are clearly in the middle of talking about a life crisis. Timed correctly will give the customer the opportunity to give you relevant feedback and even add to their order. Never lose the opportunity to upsell!
5. Appreciate your customers
Many of us are going through tough times and in terms of options available, customers are spoiled for choice. Yet they chose to give you their business! Make sure you appreciate this, thank them for coming and providing feedback and if they seem willing ask for a review on whichever platform you choose be it social media or Google. As humans we like to be reminded of things that we should do!
You can also use the opportunity to let them know about future events or promotions such as menu changes or additions for example.
On the flip side, if you are reading this as a customer, the best way to support your local restaurants is to give them feedback on what you loved and what you think could be improved, leave them great reviews and tell your friends if you had a great experience, this goes so far in the success of any business (including my own!)
Let me know if you found this useful by dropping a comment below!