How to Improve Customer Service in a Restaurant
Improve restaurant customer service by following these 16 tips.
1. Make the waiting process better
If every table is filled and more customers walk in, make sure there’s a place for them to wait while existing customers finish up. Consider putting together a little lounge area in the lobby if there’s space.
Give customers expected wait times. For example, if customers know that there’s a 30 minute wait time, they can either decide to wait inside the restaurant or do something else in the meantime and come back. It’s always nice to have options.
You can have a system in place that updates customers’ wait times and their place in line. It can be something as simple as a text message.
2. Remember your regulars
Greet them by name.
When they say, “I’ll have the usual,” know exactly what they mean.
This personalizes the whole experience and makes it extra special.
3. Make sure plates and silverware are clean
Utensils may still have smudges and stubborn stains even if you run them through the dishwasher.
Stacking plates on top of each other may also cause problems. The bottom of a plate can get dirty and leave behind residue on the plate below.
Manually inspect everything before serving it to your guests. This makes a difference, especially in a high-end establishment. You want to make a good impression, and clean silverware is a good starting point.
4. Make sure servers understand the menu
Servers need to understand the menu so that they can answer questions pertaining to specific dishes.
For example, if a customer has an allergy and wants to know if a dish has a particular ingredient.
Or if a customer wants to know if a dish is fried or steamed.
If waiters don’t know the answers, then they have to go into the kitchen, ask, and come back.
This is inefficient and slows down operations.
Thus, tell waiters to study the menu and know it well.
5. Get orders correct
The restaurant business can be fast-paced.
Still, when it’s time to write down customers’ orders, slow everything down and make sure you get it right.
Take note of any omissions, allergies, and dietary restrictions. Make sure you communicate these changes to the kitchen.
When you get orders right, it shows that you listen and that you care. Customers are happy because everything is going according to plan.
6. Ask for feedback
One of the simplest ways to improve restaurant customer service is to ask customers about their experience.
Periodically ask your customers during their meal to ensure that they have everything they need to feel relaxed and comfortable.
Whether they have enough napkins, condiments, or water.
Ask again after customers finish their meal for any last remarks.
As a restaurant owner, you can use this feedback to improve your processes and take customer service to the next level.
7. Train servers in conflict resolution
When you’re in the business long enough, there are some customer service issues that are just expected.
For example, when a customer complains about another customer.
Or a customer that just seems to be a difficult person to be around.
There should be a list of procedures or manuals that tell servers what to do in these situations.
If everyone follows these guidelines, then it mitigates actions that negatively affect customer service or tarnish the restaurant’s brand.
8. Make sure employees feel their best
It’s easier for employees to focus on their job if they’re not preoccupied with negative emotions or issues. Notice if any of your employees feel a little off.
If so, try to resolve any issues.
You can also put them in a role that day that’s not customer-facing.
The last thing you want is for customers to pick up on an employee’s bad mood.
9. Be thoughtful of customers’ needs
Imagine knowing exactly what customers want before they even ask. This is only possible if everyone keeps a watchful eye.
Refill glasses frequently.
If a customer orders a messy dish, give them extra napkins or a knife if applicable.
If you know one of your regulars likes extra sour cream, take the initiative of putting some extra cream on the side.
10. Communicate
No one likes to be left in the dark.
If a dish is taking longer than usual to arrive, tell your customers why.
If customers are trying a dish for the first time, point out some things that they might be unaware of.
For example, mention if a dish has any unique qualities such as rare meat.
If customers know about these things, they know exactly what to expect. This mitigates the chance of a bad experience.
11. Have enough high-quality equipment
Let’s say you own a fast food restaurant.
In addition to burgers, your smoothies are also very popular.
But what if your only blender breaks down?
Then customers have to wait until it’s fixed, or they can’t get their favorite beverage.
Even though buying more equipment costs more, it’s worth it in the long run since it contributes to top-notch customer service.
12. Keep music at a reasonable level if applicable
In addition to the type of music being played, the volume also needs to be considered.
Restaurants are social settings.
Customers won’t have a good experience if they can’t even hear themselves talk.
13. Respond to online complaints
A lot of customers don’t like to complain in person. Some people just don’t like confrontation. However, people express themselves more freely online, especially if they can remain anonymous.
As a restaurant owner, you have to keep up with these reviews since negative feedback deters new customers.
14. Make sure the bathrooms are clean and ventilated
There are basically two places that customers go within a restaurant: the dining area and the bathroom.
Do not overlook bathroom conditions.
Make sure there are enough paper towels.
Generally clean the area every half hour or so.
15. Engage with customers on social media
If you have a social media presence, then you need someone to manage the different profiles.
In addition to answering questions, social media can also just be a way to have fun with your customers.
Check out Wendy’s Twitter page for example.
16. Give out freebies
Customers remember the little things. For example, Olive Garden gives out mint chocolate squares when customers finish their meals. Some restaurants also offer free bread on the side for entrees.
Over time, customers actually look forward to these freebies.