Richard E.
Yelp
Horrendous (that means terrible) service. We did not mind waiting to be seated. Waiting to be seated is expected at a busy restaurant on a Friday or Saturday night in option starved southern NM. However, waiting another 30 minutes after being seated and watching parties who arrived after you have their orders taken and drinks served is unacceptable. One of the wait staff had the audacity to ask if we were leaving once we decided enough was enough and when we got up to leave. Here is some advise for Chopes staff (pay special attention to #2)
3 Ways to Deliver Excellent Customer Service at Your Restaurant
1. Do It Right From the Start
While food quality is incredibly important, it is the experience diners have from the minute they walk in the door to the minute they exit that counts. Restaurants should remember to keep the customer's needs at the forefront of every dining experience. Here are a few tips for accomplishing this:
Speak Appropriately
Greet your diners the minute they walk in the door.
Use respectful titles - sir, ma'am and miss work well.
Don't interrupt.
Listen intently and pay attention to what they want.
Be thoroughly versed on your menu. Ask questions and repeat their orders to make sure you get it right.
Etiquette Matters
Never make diners feel like you want them to leave. The server's tip is not more important than the diners' comfort.
Don't make your diners ask for the check. Clear plates, bring the check and process it in a timely manner.
2. Don't Make Them Wait
If your diners have to wait too long for their first round of drinks, appetizer or meal, it really won't matter to them that your bartender makes the best martini or the chef prepared the best steak. Your diner is already irritated and hungry.
You can call this the negative turning point. Remember that it can be hard to win back your disappointed customer. Avoid disappointing them at all costs. Make sure you have enough staff on hand so they never have to wait too long. If your diner orders a meal that takes a bit longer to cook, let them know in advance. Be forthcoming and informative.
You've probably heard the term speed of service. You might even have a speed of service goal built into your policies. Speed of service is vital to a good dining experience no matter your restaurant type. Your diners probably have expectations about how long they'll have to wait. Serving tacos? They'll expect those quickly. Serving steak? They may mentally grant you extra time to prepare it.
Your goal is to accommodate your diners with exactly the same quality food and service every day and at every time of day.
3. Fix Problems Immediately
Your third step in delivering excellent customer service is your finesse at dealing with customer problems and complaints. No matter how hard you try, something is going to go amiss some time or another. Whatever the problem, your goal is to please the customer.
It is vitally important that you deal with problems immediately. Don't let your customer's anger linger while waiting to work his way up the management chain. Here are a few tips for dealing with customer problems:
Listen intently to their problem without interrupting.
Own the mistake. Acknowledge that, yes, there is a problem. Let them know you are very sorry.
Stay calm, especially if you don't agree with your customer.
Maintain eye contact and watch your body language. Make sure your body isn't telling a different story than your words.
Ask your customer what they'd like. Try to negotiate a solution that is acceptable to both of you.
Always empathize, don't blame.
Apologize again!
Solve the problem quickly and without drama.