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While smart hospitality operators use social media and review sources to gauge performance, it can be difficult to measure true satisfaction. After all, the average visitor doesn't offer candid feedback before leaving. The onus for creating happy guests rests on proper employee training. |
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The following teaching tips seem obvious, but often get lost in the bustle of daily restaurant life. Cleanliness is next to godlinessA clean dining room doesn't guarantee success, but dust and dirt will make diners question the condition of the kitchen. A patron could decide not to return before they ever receive their food. Fun and trendy décor can spark interest, but excessive art work or string lights create a cleaning nightmare for the staff. Be sure to allocate adequate time for keeping the front of the house pristine. Wait staff doesn't mean customers wait for staffOnce seated in a clean dining room, diners need to be quickly greeted with a smile by wait staff. They should offer assistance with a drink order and determine if they are new or established guests. |
Build rapport at the outset; it will help minimise potential deficiencies later in the dining experience.
Drink refills will re-fill the dining room
There is simply no excuse for an empty water or soda glass. They should be refilled before the guest realizes they need another, as should being offered another drink from the bar (consider it suggestive selling).
While water seems like a small issue, waiting for refills is a common reason for guest dissatisfaction and a tipping-point for why some diners don’t return.
Rush is a band, not a dining protocol
Temperamental servers that rush patrons out the door create unhappy customers, as demonstrated in this memorable episode of Seinfeld. Even the "Soup Nazi" was eventually undone by a patron unhappy with poor service.
While a recent craigslist rant blamed cell phones for causing diners to linger, delays in service are the real threat to turning tabletops.
When diners have to wait to place their order or receive their food and bill, they are conditioned to linger before paying their check and leaving the table.
Decrease the time your patrons spend waiting on your staff, not the time they have to enjoy a well-prepared meal. They will leave quicker, feeling more satisfied with their experience.
Be proactive with complaints
Mistakes happen — the key is to get management involved with the apology. An authority figure gives credence that the issue is taken seriously.
Offering an accommodation is obvious, but don't forget to tell the customer why the issue won't be repeated. While diners don't care about the next visitor, the trick is getting them to feel like the next guest.
Proper steps after an issue will help guests leave feeling satisfied with their visit and, more importantly, see themselves as the satisfied guest at your restaurant on their next dining experience.
