Improving Customer Service

Improving customer service starts at the top - with us owners and managers. We need to be living pictures of how we want our staff to treat customers. Having 10 plus years operating, owning and working in the food business and being a customer myself, I know what good customer service looks like. If I don't place a high value on the best customer service possible, then my staff won't make it a priority either.

From the time a customer walks into our establishment until the time he or she leaves, we need to treat them as guests in a mature, professional manner, regardless of their demeanor or our good or bad day. We are there to serve them and meet their needs as best we can. They are buying our service. The following are some great tips I have picked up from different sources over the years.

Atmosphere: This is the way your establishment looks and feels . Is your music too loud? If it is, it creates a confusing atmosphere where you and your customers could have problems hearing and understanding each other. The music needs to be tasteful and relaxing.

Clean: There have been many surveys by market research companies revealing that customers place cleanliness at the top when deciding where to dine. We did a survey and seventy five percent said if the restaurant was not clean, they would leave. Having a clean kitchen is great, but the customer doesn't usually see it. It starts from the moment they drive or walk into your establishment. Is it free from litter, gum, and cigarette butts, and is the front door clean and sparkly? Are your windows clean and free from tacky signs or posters? Are your floors and floor boards clean? A customer in our business recently pointed out to me that the return air vents was dusty and dirty. Since I'm not in the habit at looking up at the ceiling, I was glad for her input and took care of it right away! How about those menu boards and menus, if they are dirty your customers may lose their appetites.

Are you using a smelly rag to wash the tables with that leaves an odor on the table? Customers think it is more sanitary if you use a spray cleaner and paper towels, but make sure you use one paper towel to clean the seats with and a separate one for the tables. Check with your health department to see what cleaning solution is required for your area.

The restrooms need to be clean, stocked, free from odor, have no graffiti on the stalls or doors, and have proper lighting. Train yourself and your staff to check these often during the day.

Staff: Good manners are a must! Saying please, thank you , and may I help you should be a requirement. . Also make it a rule that they need to be professional and not use foul or offensive language. Remember, this starts with you and the way you treat your staff. Body language is another part of good manners. Never stare, look past a customer, roll your eyes. Instead smile, ( no smile indicates indifference) make eye contact, and greet your customer as soon as possible. Customers are less likely to leave when you're busy if they are acknowledged right away.

Accuracy: Give the customer your undivided attention and repeat their order to them. We all make mistakes, including the customer and this will help insure that they get what they want. Even doing this, sometimes the customer will tell you their order is not right, but never get defensive even though you know that they were the ones at fault. Just apologize and tell them you want to make the order right.

Proper Staffing: If your employees are overworked, they won't be concerned with accuracy or good customer service and there will be no time for stocking or cleaning. Employees tend to burn out faster if they are overworked.

Finally, thank the customer and bid them farewell. This will leave them with an overall sense of a positive dining experience.

About The Author

Luana Owns the web-site, allfoodbusiness.com. She has, along with her husband, owned and operated restaurants for over ten years. lemmons@allfoodbusiness.com

---

Making the Connection: Customer Relationships That Build Your Business

Have you ever wondered why you often find a coupon... Read More

Customer Service: Why Bears Make Bad Customers

Every business owner should have a picture of his or... Read More

Is Your Food Establishment Clean?

Is your restaurant, bar or hotel clean? I mean really... Read More

Should I Have My Company Mystery Shopped?

I wish I had a nickel for every time someone... Read More

Dont Work with Jerks: How to Recognize a Difficult Client Early

Five minutes into the call I knew this client was... Read More

How To Build a Profitable Business

It's never too soon to start saying thanks to your... Read More

Managing Your Business When One Client Takes Alot of Your Time

How often has your schedule been thrown out of whack... Read More

Got A Consumer Problem?

Millions of people, just like you, end up with a... Read More

Poor Customer Service - Are Your Customers Driving Away Other Customers

Every customer you have is a word-of-mouth advertiser for you.... Read More

Retail Store U-Scan Machines: Self-Serve or Voluntary Part Time Job?

Do many of us realize that we are working an... Read More

Your Number One Asset

Customers put you in business, keep you in business, and... Read More

4 Tips Toward Overcoming Bad Customer Service

Customer service is the pits, you say. You are not... Read More

A New Way To Handle Complaints, Or Is It?

What a lot of money we have been wasting on... Read More

Whats For Lunch?

As an entrepreneur, I'm always intrigued by small businesses, home-based... Read More

Clients... and 38 ways to communicate with them

As Alan Weiss (guru to the savvy consultant) says: "It... Read More

Top Ten Strategies for Delivering 5-Star Customer Service

Customer satisfaction is valuable, but customer loyalty is priceless. In... Read More

We Sell For Less and Our Stores Are a Mess!

What kind of image do you present when marketing your... Read More

My Child Has Opie Eye!

7:00 a.m., the silence in the house is broken by... Read More

How to Keep Customers

Who was it that said - "The customer is always... Read More

How To Use Your Current Customers

Jay instructed a customer of his to offer a rare... Read More

Cultivating the Trust Factor

In today's highly competitive economy, it is difficult to maintain... Read More

Dont Be Afraid To Give Problem Customers The Boot

Q: In a recent column you made the point that... Read More

The Reality of Customer Service in America and Best Efforts in Franchising, We Can Do Better

Yesterday I went to buy a sandwich at a franchised... Read More

When a Customer Has Done Everything to Get Your Goat

You try to make your customers happy. You sincerely WANT... Read More

Customers - What They Really Want - 6 Secrets of Customer Service

What customers really want can be divided into two areas.Firstly... Read More