Keeping things simple is what were all about here at CustomerTrend. We compiled ten
simple things to achieving signature service and wont cost you and your managers
anything. Excellent customer service should be a given and an expectation to running
great restaurants.
1. First impressions. Making a first impression is so important in building a relationship
with your customers. Take a walk outside of your restaurant.
Is it clean and well maintained? Litter free?
Are the windows clean with no fingerprints?
If you have double entry doors are they both unlocked?
2. Treat your customers as guests. How are your guests greeted when walking in the
door?
Is it always friendly with a big natural smile
Are they welcomed into your home
Do they feel special, even though its their first time visiting?
3. Listen to your guests when theyre ordering. When ordering always smile and
accommodating to your guests needs. Make them feel good about what they ordered. It
can be as simple as Thats my favorite said with a smile.
Maintain eye contact. Listen and repeat the order.
4. Use manners. A simple Thank you, Yes Sir or Yes Maam, Youre Welcome.
Priceless these days where mannerisms seem to be a forgotten art.
5. Names instead of numbers. Instead of giving your guests a number when they placed
their order, how about using their name. Just ask. Next time instead of yelling out #133
your order is ready. Try this Frank your order is ready. When Frank comes up to get
his order tell him Hi Frank this is your order, my name is Wendy, just let me know if
you need anything else Bingo, relationship started.
6. Be accommodating. When it is apparent a guest needs a hand with carrying their food
out, offer to do it. That mother with the 2 preschoolers will appreciate it I guarantee it.
7. Be an ambassador of your restaurant. When youre straightening out the dining room,
ask customers how their meal is. How about refilling their drinks. A little small talk with
your customers will make them feel like true guests in your home.
8. I want to be a regular too! When you finish up having a great experience with a
regular customer, make sure the next person in line is treated just as great; maybe
even better. From personal experience, Im always the next guy in line little do they know
Im the Video Mystery
Shopper and I saw how great you were with that first customer because you knew him,
then its my turn and Im treated differently because Im not a regular. Best way to
increase your business is to make your regulars come in more often and then make more
regulars through Signature Service.
9. Open the doors. If you see a customer is approaching the door open it for them. That
simple act will ensure this will be a different experience.
10. Thank You! Thank You! Thank You! Did I mention that saying 3 thank yous to our
guest should be mandatory, better if it comes from 3 different people including the cook.
Were all about value here at CustomerTrend so heres a few more!!!
Trash Talk. Offer to clear the table and throw away their trash. I dont know of any
customer who would refuse that offer (sorry about the pun).
Have Fun! Encourage fun in your stores. Catch people doing things right; reward them on
the spot with candy or recognition in front of their peers. Guests will pick up on the fun
environment.
Trivia! Have trivia contests for you customers when theyre waiting in line. The right
answer gets them a free drink.
Heres the hard part. In order to achieve Signature Service How do you do it? Well go
through that in our next article
Today just start with one or two and go for it! Try the names instead of numbers or
perhaps the lobby ambassador and stick with it for a couple of weeks. Get your whole staff
on board with a contest. Keep it simple, trackable and attainable. Reward and recognize,
thats what were all about and having fun doing it.
Until next month, we hope you and your staff have a profitable and fun month!
CustomerTrend is dedicated to providing our clients the tools needed for evaluating the
"pulse" of your customers and employees. By providing your company accurate and
concise information, our goal is to enhance the overall experience not only of your
customers, but also your employees through "Signature Service". We currently offer
Video Mystery Shopping, Telephone Mystery Shopping, Employee Feedback Solutions.
