During my spell in the restaurant as a waiter, I managed to deal with guests who came in on a regular basis and managed to observe the importance of customer care and service to the customer.
This if done in an acceptable manner, can make the restaurant flourish and in turn observe enormous profits
Customer care doesn’t start with the welcoming of the customer to your establishment.
That’s wrong and many people take the ‘parrot’ greeting of ‘you are most welcome sir’/madam’. This word has been more than used from 5stars to diamonds and to our own bufundas (small eating joints).
The immediate start of customer care is the restaurant setting and the designing.
This is not new because before you open up your restaurant, you must assume who your customers will be and hence go ahead and shop for them the furniture, the curtains, the tiles or carpets depending on what
you think will be pleasant to your customers.
Putting A big screen and a projector in your restaurant for sports fans not necessarily foot ball, there you are starting to care about your customers especially sports lovers.
Think ahead of what your competitor has and see if you can have that in your place also This might not be new for your customers but every single innovation into the business is geared towards customer satisfaction.
A satisfied customer will always bring more of his friends to your place and this, will not only stop at increased revenue but also acts as a mileage to your restaurant.
The increased reputation will in turn lead to increased customer base and if the service, care are in line with there expectations.
Customer care/service to customers means staff caring and being concerned about the customers. Both in there welfare and there short stay at your premises.
So the waiters and waitresses, should learn to be flexible at all times since sometimes customers come when there minds are already upset and hence might start by not responding in the right manner or some thing wrong might have happened to the customer before he came to
your restaurant. And needs to be solved. This is the only way how customers can feel confer table with you’re products. And as manager, you are the last man in the recovery process.
You are responsible for making things right with the customer in case the process has gone wrong.
Your dining service personal may attempt to, but may reach at appoint when you have to make the final decision. For example customer may come and order for beef burger but uncertainly as he’s biting, finds a
very tiny stone.
A waiter will apologise but you as manager to avoid
the bad reputation to your business you can give away another burger as a promotional offer-make for him second order at no price.
And this customer will recognise all your efforts to make his stay better.