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How to increase your restaurant’s customer satisfaction

February 20, 2019

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Customer satisfaction is crucial to the restaurant industry.

While many restaurant owners believe that this is controlled by great food and a clean location, it is even more important to consider the relationships that are built (or broken) with each interaction.

While a great restaurant experience can influence great reviews, customer loyalty and increased traffic – perfecting the art of customer service can truly have a major impact on your restaurant’s success.

Chick-fil-A, for example, has become the industry leader in the Quick-Service-Restaurant world for the past 3 years in a row!

With an impressive score of 87 on the Customer Satisfaction Index, this Georgia-based food chain has beat out well-known competitors such as Panera Bread, Pizza Hut and Subway without hesitation. Regarded as the “biggest threat to McDonald’s, Chick-fil-A has certainly caught the attention of restaurant owners looking to study and replicate their strategies for success.

From the moment they enter to the moment they leave, here are 3 great ways to increase your restaurant’s overall customer satisfaction:

TRAIN YOUR STAFF ON THE PSYCHOLOGY OF PLEASANT INTERACTIONS:

A simple understanding of human psychology can work wonders for a restaurant’s success.

Think about your own experiences: when you approach someone who is smiling at you, do you smile back?

Typically, the answer to this question is a resounding yes.

Where restaurant’s like Chick-fil-A make exceptional use of basic manners, they have found that a simple “please”, “thank you” and smiling demeanor have made lasting impressions on their existing clientele.

People genuinely want to feel appreciated! Treating your customers with courtesy and respect will put them in a relaxed and comfortable headspace to enjoy their experience.

ENCOURAGE CUSTOMER LOYALTY

At first glance, this tip may sound more beneficial to the restaurant than the customer. However, the way in which you go about inspiring customer loyalty can directly relate to their overall satisfaction!

A popular method of doing this is by offering some sort of Customer Loyalty Program (5 Ways To Make Your Restaurant Customers Happier). Whether you are offering a free meal for every “X” number of visits, providing exclusive birthday incentives or offering a free app/dessert with a review, give your customers a reason to keep coming back.

While diners love exclusive treatment, making them feel like a VIP at your restaurant will encourage them to cash in on your generous offerings.

If you’re lucky, they might even tell a friend!

HAVE A PLAN FOR CONFLICT RESOLUTION

Let’s face it – thing’s happen.

At some point in your career, you will come across angry patrons who complain of receiving the wrong order, slower-than-normal service, or simply did not like their food.

Before panicking and waving goodbye to a redeemable situation, take a step back to consider how to improve their experience!

Train your staff to handle these scenarios with efficiency, compassion and respect. With a little effort (and perhaps a free meal, gift certificate or discount), you can transform a disappointment guest into one who feels heard, respected and appreciated.

At the end of the day, your interactions can make or break your business – so don’t be afraid to add a little “honey” to the menu!

ARE YOU INTERESTED IN BUILDING OR RENOVATING YOUR RESTAURANT? GET IN TOUCH WITH OUR BUILD IT By Design Toronto PROFESSIONALS TO GET STARTED! CONTACT (905) 696-0486 OR EMAIL [email protected] FOR MORE DETAILS.

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