12 Effective Ways to Improve Customer Service
by Jim Sullivan
Better service makes for happier customers: happier customers buy more. And while your food and beverage quality is paramount, the fact remains that good service can save a bad meal, but a good meal cannot save bad service. So since you’re busy with a million other things, here’s a bullet point list of 33 best practices and creative ways to sharpen the service saw. Read ‘em and reap:
- Make a list of your top 5 customer complaints. Eliminate them.
- Make a list of your top 5 customer expectations. Exceed them.
- Determine who you think consistently delivers the best service in our industry. Study how they do it. Do it better. Size doesn’t matter.
- Presence is key in service-giving. Be here now for every customer.
- Re: customers or team: don’t make promises you can’t keep and keep the promises you do make.
- Do an LSE (little something extra) for every customer.
- Only hire customer-facing team members with an affinity for friendliness and service.
- Hire nice people. Training people to be nice is a major pain in the butt.
- Serve your internal customers first. The way you treat your team members determines how they’ll treat your guests.
- Keep it Clean: the cleaner the operation, the more you sell. Counters, tabletops, parking lots, entrance ways, doors and drive-through window areas should be sparkling. Really.
- Teach employees what they get paid for. And that is repeat business.
- DIRFT: Do it Right the First Time. Anticipate and solve problems before the customer complains. If a customer notices the problem first, it’s too late.