GUEST EXPERIENCE: HOW TO LEVEL UP

Your number one priority should be staff. A happy server versus a grumpy or frustrated one can make or break guests’ experiences. Train and treat them well. Invest in staff training and development so they can grow their skills. If a situation arises, empower your employees to make it right, like letting them comp drinks or a basket of breadsticks, no questions asked or permission needed — but give them a limit per shift.

Beyond the dishes you serve, there are many ways to make customers feel special from the moment they walk through your door. Ambiance speaks volumes, so keep it tidy, well-lit, and welcoming. And always create strong relationships with your loyal customers.

Standing in a crowd for 30 minutes is painful. In fact, 76% of customers get impatient after just 15 minutes of waiting. Instead, let them get some air¹. Take down their number and text them when their table is ready. 

Consider using:

• QaTable(opens in a new window)

• TablesReady(opens in a new window)

• Waitwhile(opens in a new window)

More and more people are concerned with the ethics of their food. So go local. Add more plant-based options. Cook seasonally. Up to 78% of customers say they’d spend more to eat in a “green” restaurant, especially if you use less plastic². Equally important is how you treat your staff. Customers want to know their favorite staff are treated fairly, and word will get around if not.

Millennials and Gen Zs (67%, in fact) are interested in self-ordering³. If it fits your restaurant’s concept, consider partnering with a delivery service — consider a dedicated pick-up location to make it even easier for people to get their order. Implement online reservations and provide digital menus for convenience and streamlined processes. But make sure your kitchen staff, food runners, and delivery drivers are trained to give stellar customer experiences. Also, one of your primary touchpoints with your customer is via social media, so staying active and responsive on your channels is key.

Train your staff to handle dietary restrictions with care and attentiveness. Provide options or alternatives for diners who are vegetarian, have allergies, or eat gluten or dairy free, and repeat them back to the guests to reassure them their meal fits their needs. Communicate these requests properly to the kitchen staff — and ensure you meet food safety guidelines.