Customer service starts even before you open your doors. It goes until your customer shares their experience with others. With that, customer service doesn’t really stop!
Last October 23, 2017, Ms. Tina Mateo of ServeHappy Jobs was a guest speaker at an event held by Zomato Academy in partnership with Nestle Professionals at Montare Events Place, Marikina City. Attended by representatives from different restaurants, Ms. Tina shared and talked about Enhancing Customer Service with her 30 years of experience in the food service industry.
Here are key takeaways from her about customer service and how you can build and improve your relationship with your customers:
1. Create a manual and make sure it’s followed.
Having a set of guidelines for your employees provide direction and standards to follow. Not only can it eliminate confusion, but may also empower your employees to make decisions in case a situation arises since courses of action may be backed by the manual. This will also help your servers provide consistent excellent service to your customers.
2. Remember guest experience is sales.
More than the food, they go to you for that delightful experience. The littlest things like your warm welcome and your attentiveness in anticipating their needs may not be visibly quantifiable in your sales but these can surely convert your regulars to loyal customers. Not only that, their positive recommendations will take you a long way.
3. Get to know your KEY guests.
Knowing and addressing your key guests by name show that you care about them and this makes them feel important. When your guests feel that you care, they will not only be delighted by your service but will also recommend your business.
4. Listen to your guests.
There may be sticky situations when it seems that a customer may be going a bit too far. In situations like these, Tina Mateo mentions, “Sometimes customers aren’t always right but they should always win.” Make it known to them that you are listening and doing your best to give them what they need. Always welcome and even encourage comments and feedback because there is always room for improvement on your side.
5. Treat your employees well.
Your employees are your internal customers. When you treat them with respect and they know you care, they will transcend that to your customers.
HAPPY EMPLOYEES = HAPPY CUSTOMERS
At the end of the day, “customers may not remember what you said but they will never forget how you made them feel”, so what kind of story do you want your guests to share?
Ms. Tina Mateo started her career in the food service industry as a crew in PizzaHut. She was a Store Manager in Country Food Shop for seven years, Operations Manager in a homegrown chain, Angelica Bakeshop in Cebu for 17 years, and worked for three years in 1771 Group of Restaurants. Currently, she is the Partnerships Manager of ServeHappy Jobs.