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Pepe Stepensky
Editor’s Note: This is the twelfth edition of a regular column on www.elrestaurante.com. Pepe Stepensky, a veteran restaurateur and a long-time member of the el Restaurante Advisory Panel, is offering his advice to any el Restaurante reader with a question. When he does not have a specific question to answer, he will write about the steps to opening and running a restaurant. Click here to email him a question.
In the competitive world of the food and beverage service industry, the importance of customer service cannot be underestimated. Beyond offering delicious food and beverages, the success of a restaurant or dining establishment depends largely on the experience it provides to its customers. From the moment a customer walks through the door to the moment they say goodbye, every interaction counts and can significantly influence their perception of the establishment.
The initial greeting is the first opportunity to establish a positive connection with the customer. A simple “good morning” or “welcome” accompanied by a sincere smile can make the difference between a welcoming experience and one that leaves the customer feeling ignored or neglected from the start. This first contact sets the tone for the entire experience and can influence the customer's willingness to enjoy their meal and return in the future.
During the ordering process, customer service becomes even more important. Every interaction between staff and customer is an opportunity to provide personalized attention and make the customer feel special. From asking about food preferences to offering recommendations based on their individual tastes, these small actions demonstrate to the customer that their satisfaction is a priority for the establishment. In addition, using kind words and a courteous tone of voice can go a long way toward creating a pleasant and welcoming atmosphere, which increases the likelihood that the customer will enjoy their experience and return in the future.
At the end of the visit, expressing gratitude for the customer's preference is essential to closing the experience on a positive note. A simple “thank you for coming” or “we hope to see you again soon” can leave a lasting impression and make the customer feel valued and appreciated. This final gesture demonstrates to the customer that their business is important to the establishment and can influence their decision to return in the future and recommend the location to others.
In short, customer service is an integral part of the success of any dining establishment. From the initial greeting to the final farewell, every interaction is an opportunity to create a memorable experience and foster lasting relationships with customers. By prioritizing customer service and making each visit special, establishments can not only meet their customers' expectations, but exceed them, resulting in loyal customers and a positive reputation in the community.
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