by Jim Smoot

Created on: October 26, 2007

A misconception among business owners that the type of restaurant you have determines the level of service. That is a monumental misunderstanding of the basics of customer service. The amenities and extras may improve as you move up the expense ladder, but customer service should not change. Your guests will talk to their family and friends about your level of customer service, especially if the service is bad. On average, a person will tell 10 or 11 people when they are not happy with their restaurant experience.

There are standards of service that should be consistent regardless of where you choose to dine. There are things you should expect whether you are in McDonald's or a 5-star restaurant.
Your restaurant should be clean. You don't have t offer cologne in the men's room, or use linen-like hand towels, but you have to keep everything clean. Don't think that the only areas that are important are what the customer sees. Restaurant guests have a habit of wandering around. Keep it clean. It sets the tone for the whole dining experience.

When a customer is seated, the server should acknowledge their presence within two minutes, regardless of how busy they are. It may be that the server tells them they will be right back, but at least let the customer know you are aware of their existence.

Once the server takes the order, they still need to keep an eye on your tables. If you offer free refills of drinks, make sure your servers watch for empty cups or glasses. If there are fussy children at the table, bring them some crackers or breadsticks to keep them occupied. The parents, and the surrounding tables will be thankful. When delivering the food, timing is critical. Make sure the appetizers and salads arrive far enough ahead of the main courses so the customer has time to enjoy them.

When the entre is ready, make sure it is properly prepared and plated. It doesn't matter how fancy the restaurant is, the serve the food on clean dishes, and properly presented. Food items should not be dumped on the plate with items left dangling over the edge. Make sure it looks presentable.

If there is a problem with the meal, or any other part of the dining experience, take immediate steps to correct the problem. Usually it only requires a listening ear. Customers want to know that their business is important to you, and that you hear their complaints. A free dessert goes a long way in pacifying an upset customer.

Customer service starts at the top, and works its way down to the bottom of staff list. Every person on a restaurants staff is responsible for how the customer is treated. Your guests spend their hard earned money in your restaurant, and they deserve to be treated politely and with respect. There is nothing that they should be required to do to earn better service. If you want them to come back, treat them well from the moment they arrive until the time they leave. Good customer service is the least expensive and most effective marketing tool you have.

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