What makes for a positive dining experience differs greatly by the customer, however, there are a few markers of a customer’s experience that are likely to leave them with a good taste in their mouth (excuse the pun).Restaurant complaints seem to come when service is at its busiest, and it is tempting to take only the minimal action necessary to address the complaint. But handling complaints effectively provides an opportunity to strengthen a customer relationship.
From a management perspective, training is key. Train staff members in how to handle complaints so that each employee follows the recommended procedure no matter how swamped the restaurant is at the time.
What makes for a positive dining experience differs greatly by the customer, however, there are a few markers of a customer’s experience that are likely to leave them with a good taste in their mouth (excuse the pun).
Providing menu items that follow the current food trends helps your food service operation meet the constantly changing expectations of your clientele. Restaurants that don’t allow for substitutions will only suffer as customers grow increasingly used to being able to fashion their own meals and make desired changes. While you can’t do everything a customer may ask for, having a flexible menu will make customers happy.
Fix the Problem as Quickly as Possible
The restaurant should take steps to resolve the problem if at all possible. This means that servers should either be empowered to take action to remedy a situation, or a manager should be on duty at all times during service who is properly trained to handle these types of situations.
Often, a simple problem that could have been taken care of quickly isn’t resolved because a waiter doesn’t have the authority to comp an item, send a new one or offer a gift certificate or other token of apology. To avoid this, put a plan in place so that when problems arise there is a clear set of steps that can be taken to resolve it.
Sincerity And Communication:
One of the most basic ways to ensure positive communication is happening in your restaurant on a daily basis, to keep everyone informed, to reduce the rumor mill and to make sure everyone knows what you expect regarding performance is to conduct a daily pre-shift meeting.Guests at your restaurant want to feel human, not like a number, so making real sincere contact with them is a great way to starting off their experience at your restaurant on a positive note. They want to communicate with you, make eye contact and have a human experience in your establishment.
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