What do customers want? As a restaurant owner and/or manager, when was the last time you asked yourself this question?
In our busy lives today sometimes it’s easy to forget the customer. When creating employee schedules, does the customer come to mind? In training sessions are you focused on the details more than the service? Is the customer first and foremost in the minds of employees?
We’re going to discuss why it’s important to ask customers if anything is confusing. We’ll also take this question on when it comes to customer service and how it is absolutely vital to the success of your restaurant.
The only thing as important as the food at your restaurant is the service. (tweet this)
Consider a Gallup analysis that found:
The most powerful driver of engagement in fast food is “being treated as a valued customer,” followed by “the warmth of the greeting” and “the taste of the food.” Yet most diners don’t feel they’re being treated and fed well. Gallup’s analysis shows that 27% of restaurant customers are fully engaged, and 20% are actively disengaged. Among fast-food customers, though, 20% are fully engaged, and 31% are actively disengaged.
Casual diners are more likely than fast-food customers to be engaged with a restaurant brand. In this category, 26% of patrons are fully engaged, while 35% are not engaged, and 21% are actively disengaged, and they have very little emotional connection to a brand.
To simplify, a huge percentage of customers are left out in the cold. They are not being cared for in the ways they desire, and they are most likely not as comfortable as they could be.
As a restaurant owner/manager it’s your job to train your staff in customer service. Ask them to put themselves in the customer’s shoes. Wouldn’t it be nice to know more about the menu, how soon you may be seated and where the restrooms are without having to ask?
It’s the responsibility of the staff to make things easy for the customer and to ensure they’re comfortable. (tweet this)
It’s easy to forget to take care of the customer and ask them if they have questions for you because as your staff goes about their daily job routine, it becomes second nature to them. It’s easy to forget the customers don’t know the details.
What is the key driver when it comes to customer engagement?
The key to providing great customer service and engendering customer loyalty lies in a few areas:
To many customers, these key drivers to customer engagement are more important than healthy eating choices, speedy service, cleanliness and value.
When customers feel valued and appreciated, they’ll develop a strong positive emotional attachment to your restaurant.
They’ll spread the word via social media and word of mouth. Good food seldom makes up for bad service, but in many cases, excellent service can make up for less than satisfactory food.
Customers have some pretty basic expectations, and when these are met, customers generally leave happy. Here are a few that may seem pretty obvious, but it’s always worth reminding your hosts and servers, especially if they are high school and college age. Never assume they know these things. Train them and offer continuing training as a reminder.
Hopefully we’ve answered the question regarding why it’s important to ask customers if anything is confusing by describing an atmosphere that goes beyond excellent customer service.
Walt Disney said, “Do what you do so well that they will want to see it again and bring their friends.”
Customer services goes above and beyond in the 21st century. Today’s restaurant that creates a customer-focused culture will come out on top. Restaurants that create a positive customer experience have the opportunity for free word-of-mouth marketing.
Customer satisfaction sets your restaurant apart. While there may be five first-rate restaurants with great food on the block, let yours be the one imparting not only delicious food, but impeccable, caring customer service.
Do you have any customer services tips you’d like to share? We’d love to hear how you’ve created an atmosphere of customer satisfaction at your restaurant. Please share below!