“People expect good service but few are willing to give it.” Robert Gately
I was having a meal at a restaurant today (Nandos) where I experienced a very high and professional level of service. This is a place I frequent occasionally. On some occasions the level of service is high for a mid tier eating place where the emphasis really is on turn-around time on the tables. However there have been occasions when the level of service has left a lot to be desired. Thinking about it today as we were being served and looked after by the individual assigned to our table, it really takes very little effort to make such an experience turn around from an average one to one that gets me blogging about it. There were a couple of things that I think were done really well:
1. We were greeted with a smile and asked about our day. That just made the entire relationship get off to a good start.
2. I wanted to make some difficult changes to what I was ordering and he made sure it got done without getting flustered. He did not give me a flat out yes or no when I asked him whether the changes could be done. He merely said he would do his best and let me know as soon as possible. Needless to say the changes were made and I was very happy when I got my meal.
3. During our meal he checked up on us a few times. He was never hovering around the table while we were eating, but was always there when we needed something.
4. Upon presenting the bill he asked us to fill out a feedback form on his service during the meal. This was a person who was serious about the job he was doing and was making sure that he got feedback to ensure he could do better.
The things listed above can surely be duplicated relatively easily among the staff of a restaurant. It depends largely on management to ensure that their staff provides customers with superior service and provide them the necessary training to help deliver it. The importance of good customer service is paramount irrespective of your line of business.
Are you doing all that you can to ensure you give your customers the best level of customer service possible?
– Non Financial Metric #1: Customer Satisfaction
– 5 Steps to Better Customer Service