5 strategies to improve customer service in a restaurant

Service is one of the key aspects of hospitality businesses, as it shapes the first and last impression of those who visit them. Customer service is, after the food and sometimes even above it, the factor that determines diners’ level of satisfaction and, ultimately, whether they will become loyal customers of the establishment or recommend it to their friends. 

Improving customer service in a restaurant is a goal in which all team members must be involved, from the owner to employees, without forgetting the section heads. To achieve this, it is important to consider five main strategies that will help build loyalty among everyone who visits your establishment. Would you like to know what they are?

1. Establish a customer service protocol

Customer service protocols in restaurants help ensure that the diners’ experience is the same regardless of work shifts. When all employees follow them, service runs properly and satisfactorily for everyone involved. 

This procedural guide should include aspects such as:

• the maximum time from when a customer arrives until they are seated at the table;
• if a longer wait is expected, customers should be informed from the outset;
• entertainment options during the waiting time;
• coordination between the maître d’, sommelier, head chef and waitstaff to ensure smooth service;
• the form of address used with customers and the communication manual.

2. Smile, smile and smile

A smile is the best calling card for a person and, by extension, for an establishment. A customer who feels valued and properly attended to from the very first moment will appreciate that the restaurant they have visited offered them a warm smile from start to finish.

An establishment smiles at its customers when:

• the staff are friendly, attentive and genuinely smiling;
• it solves problems effectively;
• the entire team knows how every item on the menu is prepared and can answer diners’ questions;
• it offers smooth communication;
• it displays up-to-date information on its website.

3. Take care of etiquette

Serving customers according to protocol should not be limited to fine-dining restaurants, as etiquette, adapted to modern times, is essential in any hospitality business.

When staff have experience, dedication and receive appropriate training, etiquette rules are followed naturally, without requiring special attention. Fundamental rules include:

• serving food from the diner’s left and drinks from their right,
• starting service with the guest of honour,
• remembering intolerances and allergies throughout the service without having to ask more than once,
• writing down the order so that each customer is served what they ordered without hesitation or needing to check again,
• taking care of staff appearance; they should wear a uniform and comfortable, stylish footwear.

4. Make the most of technological advances

Technology has arrived to improve our day-to-day lives and has much to contribute to customer service in a restaurant. Thanks to the latest developments, it is possible to save time and streamline service, in order to achieve a satisfactory experience for everyone who visits the establishment:

• updating website information allows future customers to find out more before visiting the restaurant and prevents surprises.
• offering online reservations adapts to current habits and streamlines management.
• having a digital order-taking system makes work easier for waitstaff and improves communication with kitchen staff.
• having a social media presence strengthens communication with customers and offers a more approachable image.

 5. Deal with customer complaints immediately

Resolving a complaint cannot be left for another time. As part of their job responsibilities, managers of a hospitality establishment must prioritise attending to a dissatisfied customer.

For diners to feel that their complaint is taken seriously, whether it is an online comment or an expression of dissatisfaction in person, they should be attended to by a staff member with some level of responsibility. Depending on the problem, it will be resolved immediately or an apology will be offered along with some appropriate form of compensation.

Ultimately, kindness, common sense and professionalism must be present throughout the entire service.

At Shoes For Crews, you can find a wide variety of comfortable hospitality footwear with models that suit the style of all types of establishments. Ask us and we will help you find yours.