2 of 39

Write now Article Tools

There is no doubt that excellent customer service is critical to the success of a restaurant. Once you have selected your decor and are confident in the high quality of your menu selections, the most elaborate care has to be taken in the selection of staff that will provide the ultimate in service to your clientele.

One restaurant owner liked to remind his waiters that the word TIPS means, "to insure professional service." Who knows whether that is true or not? What is certainly beyond debate, however, is that providing great service to your clientele, regardless of your position, should make it easier for the restaurant's clients to reward its workers and the restaurant itself.

Providing tips is the most recognizable way clients reward a restaurant, yet the most important reward has to be the repeat business from those clients, as well as the new business from their co-workers, friends and family they will bring to your restaurant because of its excellent service. That, in a nutshell, is the restaurant's best advertisement. The flip side is that news about poor service travels fast, is devastating and takes many months from which to recover if at all. Competition in the restaurant business is fierce and poor service can sink a restaurant very quickly.

Staff members must buy into the basic customer service rules: the customer comes first and the customer is always right. They must be schooled in the importance of service with a smile. To this end many restaurants have handbooks outlining everything from deportment and service etiquette to resolving customer complaints.

Service begins with the customer's entry into the restaurant until they leave: the greeting on entry, directing to seating, handing off of menus, taking the order, delivery of meal and the expression of thanks on the customer's departure. But here are some tips to improving customer service:

1. Differentiate your restaurant from your competitors.

What can your restaurant offer that's exceptional? During its busy lunch session Montreal restaurant, the Peel Pub, would offer free glasses of beer to customers in a queue and had a maximum 15 minutes wait time guarantee: if meal delivery took longer, the customer did not pay.

2. Be proactive.

Not only did customers at the Peel Pub not have to pay if they did not enjoy their meals, they would be given coupons for two complimentary meals on their next visit. The owner himself would go around the room and wish clients a smiling "Have a good meal!" He would

• 1
• 2
• next page >>

Add your voice

Know something about Tips for improving restaurant service?
We want to hear your view. Write now!