Read the useful restaurant reviews in TripAdvisor or Yelp and you’ll probably notice that it’s the little things that help to make the reviewer’s decision on whether to return. Last time, we talked a little bit about easy ways to improve customer service. Today, we’re going to delve a little more into how to knock those mystery shopper reviews out of the park.
Managers of four-and-five star restaurants understand that in order to get the scores, one must create an experience. The easiest way to get stunning reviews is to pay attention to the smallest details of your customer’s experience. Instead of thinking like the restaurant manager, think like the diner.
Little ways you can improve the diners’ experience:
- Make sure that your staff is appropriately dressed, and that there are no stains or wrinkles in the uniform. Also, make sure that the servers don’t have cloying odors. No, I’m not saying to sniff each one, but if someone is wearing a strong perfume or cologne, someone is going to complain.
- Train your staff to be very aware of the subtle cues that a customer will give when they’re needing something from you. Roleplay out the experience, because there are some members of your staff who learn by doing rather than being consistently told.
- You might have diners who have special needs. These are folks who might be in a wheelchair, elderly, or have another situation which sets them apart from the rest of the diners. Train your staff to take extra care to make these folks feel welcomed.
- Sometimes it’s best to let your workers decide how to help the customer. There are a lot of times where you’re going to be busy. Empowering the waitstaff to handle some situations will go a long way to say that you trust them. Not only that, but it will save any delays on conflict resolution. Most importantly, back up the servers with any decisions that they make. You can advise them of better ones in private, if necessary.
- Take the time to pack leftovers into boxes and don’t let them do it themselves. Every moment with the customers is an opportunity to shine and make them feel welcome. The best tips are going to be received by the ones who make it look like an art form.
- Customer perception is your reality. Never forget this. If you think and action might look bad to the diners, find another way unless you really don’t want that diner to come back.
Remember that all of the little things that you do toward customer service add up to yield a dynamite experience for your diners, wonderful reviews, and your restaurant’s name on a ‘Best of’ list.
Thanks go to Unique Hotels Group on Flickr for the Creative Commons use of their picture.
