What is the service that customers want most?
What kind of service do customers need? Enthusiastic, warm-hearted, not near and far… It seems that every one of them will cause criticism. But I have served many customers, and I have been customers myself. In fact, customers need services that are for their sake.
01
The waiter dares to refute but wins repeat customers
The customers in the restaurant are eating in full swing, and the customers are shouting to add food and wine. It stands to reason that in such a situation, the waiter will be very happy. But the waiter at the restaurant saw that many dishes on the customer’s table were not finished, and several bottles of beer had already been drunk.
The waiter said politely, “Sir, you haven’t eaten a lot of dishes. You can add more dishes later.”
Then, she saw that the faces of the customers at the same table were already flushed, and she picked up the teacup and poured water for them to persuade: “Have a drink, there are still two bottles of wine on the table. , or can you eat before you drink? Otherwise, you will be scolded by your wife when you go back at night.”
As soon as these words were said, the atmosphere suddenly relaxed. Customers at the same table said, eat first, so as not to waste.
Later, when customers went back and told their friends, everyone thought the store was kind. I will choose here for my next meeting.
Through this case, it is obvious that the customer does not need the service that is 100% smooth, but the waiter who stands in their perspective and thinks for them.
02
“Doing what you say” is not a real service
In a seafood restaurant, a customer ordered a seafood salad as a starter and grilled lobster as a main course. At this time, the clerk said: “You are all ordering seafood, so it is better to choose meat as the main dish. If it were me, I would order mutton.”
He has always been accustomed to serving customers in a “following” style. The customers were surprised by his words, but at the same time they felt very happy. Because “I think” makes dining more enjoyable.
The waiter did not impose his opinion on the customer, but talked in a “peer-to-peer relationship” that made the customer feel very cordial.
But to provide such a service, the communication between the waiter and the restaurant kitchen is very important.
The waiter should act as a “spokesperson” to convey the chef’s concept of cooking to customers. It is necessary to fully understand the chef’s thoughts on this dish, and then use appropriate and specific language to introduce and recommend to customers. Without this, there will be no “50-to-50 service”.
This reciprocal relationship is based on the customer’s trust in the waiter. If the waiter just responds to the customer’s question with “very delicious” or “best”, it is very unqualified as a professional.
03
It doesn’t matter if you fail, you have to have the courage to “control” your customers
It is very important to make customers feel this way. “Mastering” and “controlling” are completely different things. Learn to read words, understand each customer’s intentions, and act before the other person expresses their needs. And let customers fully enjoy their time in the store. This is “in control”.
But in fact, there are many restaurants that cannot make customers’ carte blanche. Therefore, customers can only make decisions by themselves.
For example, on a blind date, I want to have a good meal and conversation with the woman next to me, but the waiter has never come to order, and finally I can only shout: “I’m sorry, order!”
The lady sitting opposite had finished her drink, but the waiter didn’t notice it, so she could only shout, “Please have another drink.”
Such a restaurant can never let customers trust carte blanche with confidence.
If you want customers to entrust yourself with confidence, you must have the courage to “confront” with customers: “Today I hope you can entrust me with full authority, and I will definitely make your meal very enjoyable.” You must be brave to recommend yourself.
It doesn’t matter if you fail. Those who dare to challenge will not be annoying to customers.
04
Saying “I’m sorry” repeatedly is the real rudeness
A waiter who would say the same thing when serving each table: “Sorry to keep you waiting. This is XX.”
In fact, even the same “lines” should change in tone according to the customer’s state. For example, in the face of a table of customers chatting lively, a higher voice should be used; while in the face of customers in a low-pitched conversation, the voice should be slightly lower.
In any case, be sure to change the words “sorry” and “thank you” that are routinely blurted out. Through this small change, it is very important for the future of the restaurant.