Listening to a chef talk about his gastro pub on local radio recently reminded me that the ‘front of house’ (aka customer service) does not just relate to the hospitality sector but all businesses.
A restaurant can only survive for a short period of time on providing great food alone if the service and welcome guests receive is poor. It won’t be long before bookings are low and they’ll wonder why they’re the only pub in the area whose footfall is down and guests only eat with them once.
Restaurants like other businesses need referrals and repeat visits to grow. The frustrating thing (for me) is that it doesn’t cost anything or is particularly hard to provide great customer service and be welcoming – take an interest in your clients and be helpful! Why not ‘go the extra mile’ every time? If someone asks for something that’s not on the ‘menu’ but you can do it (or introduce them to someone who can) then provide it! Be flexible and thoughtful.
Make them feel important, they are, or should be to you! It’s not just that person but everyone they know. Word of mouth is very powerful, how often do you see posts on Facebook groups asking, “Can you please recommend…..?”
Five ingredients for top notch service
They may not be customers now but they or someone they know could be, so treat everyone with grace and good humour. A smile can go a long way, even over the phone!
If you’d like your customers to feel more valued then please contact me.
I’d like you to think about The Great British Bake Off – different contestants, different recipes, different personalities all trying to win Paul and Mary’s vote and grab their attention.
Your marketing plan is rather like a winning recipe.
You need the right ingredients, that is your marketing channels – at the right time – in the right proportions – to suit your target audience.
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