There are many factors that contribute to a memorable restaurant experience. Customers are observant and it is not just your product that matters; it’s your atmosphere, staff performance and decor that all tally into the experience.
Secret shoppers are used by restaurants across the world to evaluate the customer experience at restaurants. Their expert observations and reports are predicated on a multitude of experience.
So in a secret shoppers opinion what do customers want from their experience? And how do you make improvements to your restaurant experience in order to boost customer loyalty and favourable online reviews?
Here are customer service tips from Secret Shoppers.
Hire for personality
There are certain attributes that really add to the customer service experience, like a server or hostess who is delightful, attentive, appreciative and considerate. Those aren’t attributes that are easily taught, they are usually inherent in a new hires personality. An employee with a good attitude is one thing, an employee with a good attitude and an engaging personality makes for a memorable and specialized dining experience.
Monitor your current staff, managers too
It is your job as an owner or general manager to ensure that your employees are thoroughly trained and that internal policies are well known and followed. These policies should be enforced and monitored to ensure quality, reward employees even just verbally for good service and these policies will re-enforce themselves. Constructive feedback should also become a normal part of your management efforts.
Define clear customer complaint policies
Take a look at your normal customer complaints and implement changes to improve services based on those complaints. If a customer doesn’t like their drink what should the server do? Your servers need defined policies on how to handle customer complaints so that a complaint is taken care of immediately, don’t allow for the opportunity to drop the ball again.
Start incorporating table touches
The best way to ensure that your customers get everything that they need service wise is to acknowledge those customers with regularity. Assign a manager or supervisor to touch each table during your lunch and dinner rush. Take this time to ask them how they enjoyed the service and how they are enjoying their time in the restaurant. Show your customers that you value them.
Interested in improving your restaurants customer experience through the guidance of expert advice? Braymark implements guest service audits and employee feedback surveys to help restaurants discover their customer service standards and growth opportunities. Learn more and connect with Braymark below.
