22 Apr Tips for Improving Your Customer’s Experience
The very first restaurants were built with the idea of customer service. Today, restaurant customer service is not only a foundational key to success but an absolute necessity for quick serve restaurants and fast casual dining establishments to differentiate themselves among the competition.
A good thing to always keep top-of-mind is that bad news travels fast, even in fast food. Recent studies show that Americans tell an average of fifteen people about a poor service experience – meaning providing a good restaurant customer service experience is paramount.
To counteract this negative comment trend, traditional customer service approaches have modernized and evolved from the reactive apologies to giving dining guests what they want before they ask for it, using some of these latest customer service techniques.
A layered relationship is a customer service approach that focuses on forming a deeper connection with diners. Servers are encouraged to jot down notes into their restaurant’s POS about each table they served with information like, how did they like their burger? Or, any know food allergies?
When that customer returns, the server can refresh their memory on the details of the customer and personalize their experience. This service approach has shown to increase the level of customer comfort while also continuously improving restaurant operations for the business.
Serving Thoughtful Foods
According to Forbes, 85% of millennials reported that it’s important to them to patron restaurants that give back to the community – and that’s exactly the purpose of many local dining establishments that serve homegrown food. These farm-to-table style restaurants are committed to the idea of providing delicious harvest dishes while showing their customers that they give back.
Quick serve restaurants and fast casuals that make a conscious effort to reduce carbon emissions, champion a sustainable farming future and support local farmers through their sourcing practices, really resonate with this generation of diners.
Recognize Generational Differences
Self-ordering kiosks aren’t what your parents or grandparents would consider as strong restaurant customer service, but millennials who have phones in their hands and headphones in the ears want the power to make a customizable, healthy meal.
The key is finding the balance in this process as you don’t want to run the risk of alienating groups of people who simply prefer a human touch.
Self-ordering kiosks are a trend that can’t be ignored because they empower customers to own their ordering experience and even allow them to customize their orders while using technology. However, technology doesn’t always translate to everyone, so having a friendly face at the counter to assist with the ordering process will ease customer frustrations while bridging the gap between generational needs.
Quality restaurant customer service can make the difference between being a good meal out or a memorable meal out, and likewise a 5-star online review, or no review at all. The industry is becoming rapidly more saturated and customers are overwhelmed with options so put extra love and thought into your customer service approach – diners will take notice and they’ll bring their friends and family next time they dine out.