Sometimes the service of a restaurant is discordant with the quality of the food and, therefore, it can be a conclusive factor in the dissatisfaction of the consumer and in his lack of fidelity. The excellence of what is offered in the letter is no longer the only determining component in public acceptance.
The Cordovan journalist Alfredo Romero in his essay “Customer service in restaurants (II). Customer arrival and waiting list management ”, he asserts:“… Customer satisfaction will be derived from the perception they have during the visit to the restaurant, from their first contact until their departure. During your stay there have been many interactions with the environment that has allowed you to process all the information received and form an opinion about our establishment. That is why it would be essential to increase customer satisfaction to analyze which are the most important stimulus processes received during their stay.In each of these processes, the client will collect data from the environment and especially from the people who are interacting with it. In general terms, we could find that the most important points of interaction with clients are the reception of the client, the command of the service and finally the delivery of the account and the collection of opinions about the establishment itself ”.
Next, I want to analyze a few guidelines aimed at improving the relationship with the diner. First: Provide warmth, kindness, and consider the effectiveness of greeting, welcoming, introducing yourself, and displaying friendliness. Show a helpful, sincere, and deferential attitude. Smile spontaneously and develop a previously evaluated script conducive to making a good first impression and ditching improvisations.
Make it feel momentous through countless details aimed at this purpose, like helping you choose the right table and helping the lady and seniors sit down. When showing the list it is pertinent to say the promotions, specialties or indications of interest. Do not be in a hurry, nor do you intend to complete care immediately.
Second: the degree of neatness of the establishment can be seen in the bathrooms and kitchen. Hence, these two environments and the dining room must look neat and impeccable. Cleaning should be projected, with similar care, on the staff without distinction of hierarchies or work spaces. Do not neglect the state of hair, nails, uniform, shoes, shirt collar, etc.
Third: good service - including speed, hospitality and adequate information to your uncertainties - is essential. If the dish is going to linger, it is appropriate to warn it. Times at an executive menu restaurant vary from gourmet dining to families. In the first, the diner has a limited period assigned for his lunch; in the second, look for nice snacks and share pleasant moments in a group.
Fourth: carrying out training, motivation and incentive programs will foster a spirited work atmosphere in order to achieve beneficial interpersonal reciprocity in the company. The suitability of the care reflects organization and professionalism and, in addition, shows the preparation of its collaborators. A proactive human team will be able to anticipate the consumer's requirements and will provide prodigious advice in choosing the menu. Furthermore, you will be in a position to answer in detail the most pressing questions.
Fifth: empathy is essential in dealing with the public. In other words, betting on the consumer's place is a first step in detecting deficiencies and applying corrective measures. If there are reproaches, channel them with discretion and manage emotional self-control and tolerance. The courtesy compensation to be provided when an omission or failure occurs must be defined. At the same time to acknowledge the mistake and make excuses.
It is appropriate to approach with the survey form at the end of the service. In my opinion, it is better for it to be carried out by a different staff than the one who attended it and thus there will be greater freedom for the clientele to comment on the delicacy and the attention provided. Within this context, the connection through the virtual world will make it easier to create a database, attract your perceptions, send you news, offers, greetings on certain occasions and attract new stakeholders. It is an agile, dynamic, economical medium that makes it possible to interact.
On the other hand, mastering social etiquette will give you greater prominence. Here are my contributions: the cutlery and the base plate will be located two fingers from the edge of the table; put the serving spoon on the right and the fork on the left of it in the dish; the waiter places and removes the plate on the right and places the clean one on the left; the wine bottle will be covered with a napkin to prevent it from leaking; if the waiter carries the tray for each guest to serve himself or for him to serve, he will do so from the left; Before bringing the dessert, the salt shaker, the pepper shaker and the bread dishes are taken out; It is distributed first to the ladies, last to the hostess, then to the gentlemen, and finally to the host.
A few more suggestions: the employee will avoid saying "profit" and / or "served", as by mistake still occurs even in five-fork restaurants; the glasses or glasses will be located on the right: they are placed, filled and set aside on that side; the opposite happens with the bread dish; will never put teeth; refrain from handing over the bill announcing the amount to be paid; Avoid crossing your arms to offer or pick something up: do it in the correct position. The waiter will invariably be attentive to the possible demands of the customer.
Likewise, I want to add some useful tips for the diner in his connection with the waiter: avoid reaching out and calling him in a high-sounding way; If you have a claim, use your sanity and consideration; avoid displaying extensive talks that harm the work of this server; You are not obliged to say "thank you" each time you attend, if at the end of the service; dispense with acquainting him or making him feel abused conduct yourself with respect and consideration at all times; avoid asking personal, indiscreet or unrelated questions to the assistance you provide; leave a tip consistent with the diligence offered. He forgot an additional detail: the man in charge of calling him will be.
In closing, remember: every customer is an opportunity, a future ally, and a neighbor with feelings and expectations that you must have the intelligence and expertise to give back. Let's not relegate the wise expression of the Scottish writer Nelson Boswell: "Always give the customer more than he expects."
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(*) Teacher, consultant in event organization, protocol, image and social etiquette.
