We all know how frustrating it is to have a bad experience at a restaurant. Whether it’s slow service, bad food, or a rude server, it can really ruin your night. But on the flip side, we’ve all also had those amazing experiences at restaurants where the service is impeccable and the food is even better. These are the places that we come back to time and time again.
So what separates the good from the bad when it comes to customer service in restaurants? Here are a few examples of good customer service that will have you coming back for more:
1. Prompt and attentive service – This is probably the most important element of good customer service in a restaurant. Nobody wants to wait forever for their food or drink, and even worse, to be constantly ignored by their server.
2. A friendly and welcoming attitude – from the hostess to the server to the busboy, everyone should be friendly and welcoming. This
Why is good customer service in restaurants important?
In the restaurant business, providing excellent customer service is crucial as it can affect the overall success of the business. Here is a list of reasons why its so important:
9 examples of good customer service in a restaurant
Here are nine instances of excellent customer service, each with an explanation:
1. Greet the customer with a smile
Example: The hostess smiles and welcomes the family of four as they enter the restaurant. She then queries whether the family would prefer a table or a booth. The hostess responds that she has a table ready for them after the father, Chris, requests one. She inquires if they are dining out for a special occasion as she leads the family to their table, and the mother, Janet, responds that it is her husband’s birthday. Before seating the family, the hostess wishes the husband a happy birthday and provides a discounted appetizer with their meals.
Explanation: A customer’s experience at a restaurant starts the moment they enter. As soon as customers enter the building, try to give them a warm welcome. Asking them whether they had a good day or whether there was a special reason they were going out to eat can be done as you lead them to their table. As you put customers at their tables, many of them will appreciate your friendliness. These kinds of small actions convey to clients the staff’s concern for their enjoyable dining experience.
2. Be flexible when possible
The hostess asks the family if there is anything else she can do for them as she seats them at their table before departing. Janet raises her hand and requests a booster seat for their young child as well as extra crayons for their daughter. While the family takes their seats, the hostess announces that she will return immediately with everything. She brings the booster seat, lots of extra crayons, and a few extra children’s menus when she gets back so the kids can color while they eat.
Justification: Meeting client needs requires staff to be adaptable as part of providing excellent customer service. Try to satisfy a customer’s request if you can, such as by seating them at a different booth, assembling multiple tables for their family, or dividing the check three ways. When you make these little adjustments for them, they are more likely to be pleased with their experience.
3. Be prompt and attentive
Example: The waiter approaches the table a short while later, introduces himself as Allen, and inquires about their enjoyment of the evening. Before taking their drink order, he then inquires if they have any questions about the drink menu. He notices the drink orders are taking longer than usual and several minutes later brings water to the table. He expresses regret for the delay and explains that drinks are running late due to the dinner rush. He inquires as to whether he can get them anything in the interim. He brings them free breadsticks when he returns with their drinks.
Justification: An essential component of providing excellent customer service is promptly attending to customers’ needs. Try to respond to drink orders from customers as soon as possible. Bring them water and be honest and open about the reason why their drink orders are taking longer than usual to complete. So that the diners are aware that their needs are still a priority, let them know that you’ll bring them as soon as they’re ready.
4. Know the restaurants products
Example: The waiter returns after giving the family a little more time to peruse the menu and inquires if they have any questions before placing their order. Janet claims she can’t decide between the chicken Alfredo and the fried fish. Allen advises her that if she prefers a more creamy and savory flavor, she might prefer the pasta over the other two options, but many of the customers remark on how fantastic the fried fish is. The rest of the family places their orders after she chooses the fish.
Explanation: Knowing everything about the food that your restaurant serves is essential to providing excellent customer service because food and beverages are the products of a restaurant. Many patrons struggle with choosing what to eat and value the recommendations made by their server. Consider becoming familiar with the menu so that you can provide information on the starters, main courses, drinks, and desserts in addition to making recommendations for menu items based on the tastes of the customers.
5. Check on your customers often
Allen returns to the family to check on them again after taking their order, then brings them their food. When he inquires about any needs, they respond that they are doing well. He assures them that their order should arrive soon and that he will check on it. He notices that Chris’s drink is nearly empty before he leaves the table, so he brings a refill when he delivers their food order. They respond that everything looks great and they are fine for the time being when he asks if they would like any additional condiments or utensils.
Explanation: Good customer service includes attending to customers frequently. Try to regularly check in with your clients to see if they require any drink refills, extra utensils or condiments, and to let them know how their orders are progressing. Tell them you’re working hard to make their dining experience exceptional.
6. Be proactive
Example: As Allen passes the family’s table once more, he observes that they need more napkins and that Janet has consumed most of her cocktail sauce. He waits a short while before getting more sauce and extra napkins for the table. When he returns to check on them, he places everything on their table and inquires if they have any other needs. They reply that they do not and thank him for bringing them the cocktail sauce and napkins, saying how much they value him for anticipating their needs.
Attempt to predict customers’ needs before they make requests Be proactive and bring it to them if you notice that their drink needs to be refilled or if you believe they might want additional sides of condiments with their meal. This demonstrates anticipating their needs, and the clients are likely to notice and appreciate your attention to their table.
7. Handle challenges immediately
Example: Janet mentions that she discovered a hair in the additional cocktail sauce that Allen brought to the table earlier as Allen returns to the family one last time to collect their plates. Allen expresses his sincere regret and inquires about what he can do to make things right. She expresses gratitude to him for his generosity and doesn’t seem upset because she is aware that he didn’t do it on purpose. However, before he clears their plates, he offers them a discount on their meal, which they gratefully accept.
Reason: Try to address any issues you have with a customer right away. Making sure the customer is happy is a big part of providing good customer service, so it’s important to pay close attention to what they have to say. Then think about asking them what you can do to make their experience better. Try to be sincere in your apology and think about giving them a free dessert or a discount on their meal. They are more likely to remember you for being kind and understanding if you can make things right, and as a result, they are more likely to visit the restaurant again in the future.
8. Make the experience personal
Before returning with their check, Allen recalls that the family is celebrating Chris’ birthday, as mentioned by the hostess. He brings the family a free ice cream sundae and, on behalf of the staff, wishes Chris a happy birthday.
Explanation: Customers are more likely to return when they have a more personalized dining experience and receive service that is above and beyond their expectations. Making the dining experience more personalized for customers can be done by offering a free dessert on a customer’s birthday or by sending flowers to every mother on Mother’s Day.
9. Ask for customer feedback
Example: After giving Chris and Janet the check, Allen asks them if they’d mind taking a moment to complete a brief customer survey on their phones before they leave. He thanks them for their feedback and assures them that it will help him provide better service the next time they visit for a meal. He expresses gratitude for their patronage of the eatery, wishes Chris a happy birthday once more, and wishes them a wonderful rest of the evening.
Explanation: Take into account asking clients to finish customer surveys or comment cards before they depart. This demonstrates your interest in their feedback about your service and your concern for both what went well and what could be improved. You can use comment cards to understand the caliber of your service from the perspective of the client, which can be a great way to generate suggestions for future improvement.
10 Steps to Deliver Excellent Customer Service at Your Restaurant
FAQ
What is a good example of customer service?
Making a local connection with customers, remembering and appreciating repeat customers, using your product knowledge, and more are all examples of good customer service in the retail industry.
What are examples of good service in the restaurant industry?
- Greet the customer with a smile. …
- Be flexible when possible. …
- Be prompt and attentive. …
- Know the restaurant’s products. …
- Check on your customers often. …
- Be proactive. …
- Handle challenges immediately. …
- Make the experience personal.
How do I provide the best customer service in a restaurant?
- Put Yourself In Your Customer’s Shoes. …
- Evaluate How You Would Want To Be Served. …
- Start From The Greeting. …
- Don’t Let Them Wait Too Much. …
- Learn How To Keep Them Busy. …
- Recognize Your Regulars. …
- Ask For Their Feedback.
How would you describe a good restaurant service?
Tip. In the restaurant business, providing good customer service entails being approachable, accessible, aware of needs, and responsive.
