Customer service is the cornerstone of a great restaurant experience, but what does that mean exactly?
While each customer’s preferences are different, there are a few markers that standout restaurant experiences share in common.
We set out to define the factors that make for a great customer experience because ultimately that’s what generates positive online reviews, compels more diners to book online reservations and skyrockets your revenue per service.
What makes a great restaurant experience?
What consumers expect from a restaurant experience certainly varies depending on the restaurant type, but there are some fundamentals that separate the great restaurant experiences from the forgettable ones.
- Friendly, personalized service
- Consistently great food
- A memorable atmosphere
- Efficient customer service
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1. Friendly, personalized service
Guests want to feel human, not like a number that servers rush out the door to maximize profits.
The opportunity to deliver a human experience starts with your hosts and servers. They’re the ones your guests will engage with as soon as they walk in and throughout their meal. Guests want sincerity and positivity, someone who is as excited to serve them as they are to be enjoying a meal out.
How can you assure that this is the case? It starts during the hiring process.
Ray Camillo, CEO and Founder of Blue Orbit Restaurant Consulting, puts people applying for host and server positions through what he calls a five-second likability test. It may seem like not very much time to pass judgment on someone’s character, but ultimately that’s how long it takes for guests to decide whether or not the people serving them are likable.
Carrie Luxem, CEO of Restaurant HR Group, suggests exclusively hiring candidates with outgoing personalities, the ability to multitask, move at a fast pace and perform under pressure with a smile.
To do that, Luxem designed a timed assembly test that simulates the pressure of a busy Friday night service.
“We’re testing for their ability to handle pressure gracefully.” If a candidate is too focused on the task at hand, they may not be able to balance interacting with guests and making them feel comfortable at the same time.
