Great customer service is essential to any restaurant’s success. But how exactly do you deliver excellent customer service in your restaurant? Before anything else, it’s good to define and understand it. Put simply, customer service is the assistance and advice you provide to diners.
Customer service is a balance between communication and genuine attention to diners. When guests choose a restaurant, they want to feel welcome. This is why we have loyal clientele, because we treat them with care and respect while providing an excellent dining experience. Apart from serving up the best steak in Malta, Sciacca Grill has also prepared a list of 5 fundamentals on how we think excellent customer service can be achieved within the catering industry.
1. It starts from the very beginning
While food quality is incredibly important, a restaurant should also look at the overall experience diners have from start to finish. A customer’s needs should be kept at the forefront during the entire duration of any dining experience. Speaking appropriately, greeting diners the minute they walk through the door and addressing them courteously is always recommended. It’s also important not to interrupt while they’re talking and to listen intently. Moreover, once the order has been taken, the waiter should ask questions and repeat orders to confirm everything has been taken note of and understood.
2. Don’t make them wait
If diners have to wait too long for the first round of drinks, appetizer or meal, your diner will probably get irritated and hungry. Remember that it can be hard to win back a dissatisfied customer, so you should avoid disappointing them at all costs. Having enough staff on hand should do the trick. Be forthcoming and informative. If a diner orders a meal that takes a bit longer to cook, let them know in advance.
3. Fix problems immediately
Delivering excellent customer service is also a matter of being tactful when dealing with customer complaints. No matter how hard you try, something is bound to go wrong at some point. Whatever the problem, your primary goal should to please the customer.
It’s also important to deal with issues immediately. Don’t let your customer’s anger linger. Listen intently without interrupting, own up to the mistake and acknowledge the problem. Be apologetic, whilst remaining calm, especially if you don’t agree with your customer. Maintaining eye contact and watching your body language is also important. Try to negotiate a solution that’s acceptable to both of you. Always empathize; don’t blame and be sure to solve the problem quickly and without drama.
4. Be available
Sometimes, good customer service simply means being there. Customers who can see managers, hosts and waiters are more likely to give employees the opportunity to provide good customer service by making requests. Many diners are reluctant to walk to the bar or counter to ask for something. Just by being visible, you make customers feel they’re having a better experience because they know that if they need something, you’re available to help.
5. Use social media
This enhances customer service. Social network sites like Facebook and Twitter offer an easy and free way to reach out to customers. Promoting the latest offers, seasonal menus, posting weekly blogs or updates keeps your customers in the loop of what’s going on.
A satisfied customer is the fulcrum to any restaurant’s success. It doesn’t matter how stylish a restaurant’s décor is, or how delectable the food tastes, if the service doesn’t meet or exceed customers’ expectations, chances are it’ll end up being a total let down. Ultimately taking care of your patrons is a way of showing them appreciation of their custom.
If you’d like to experience great customer service whilst dining at Malta’s favourite steakhouse, contact us today to book your table.