The USP or Unique Selling Proposition behind every restaurant or hotel's success is their customer service. Customer service falls under the broad heading of hospitality industry, which is sort of the crossover between the tourism industry and the human resource development policy of any government. If you have recently ventured into the food and dining sector and have opened a joint where people can savor the best of cuisines from around the globe, you can't overlook the essential aspect of customer service which can make or break your restaurant's reputation. You might ask why investing in customer service is so important for your restaurant, when you can invest the same amount in some other more eclectic aspect like restaurant lighting, better furniture, a jukebox, a large screen high definition television or a live band. All the above mentioned aspects contribute to the overall appeal of your restaurant but nothing beats good customer service.
Having a buffet spread instead of handing over almost everything to the customer
It is advisable that you do not start out by offering only the table d'hôte. The reason being diverse, but mostly it has to do with curbing the sense of freedom of the customer. A customer when he steps into your restaurant should be given the option to experiment with different gastronomic pleasures and limiting their options will get you nowhere. And a table d'hôte is generally accompanied by an unspoken dictum of do-it-yourself where the customer has to find his or her own plate, napkin, cutlery and the rest accessories, not to mention the all important food. This gives them a sense of a place where you can feel independent to pick and choose but no one to guide you and see to your convenience. You do not want to turn your restaurant into a convenient place for inconvenient people! You have encountered situations in life where people guide you to an unknown location and you face an immense amount of hurdles before you actually find it. Likewise, putting your customer through a similar ordeal will only ensure one thing for your restaurant-negative publicity.
First Impression is the Last Impression
More than any highway hoarding, flashy newspaper advertisement or snazzy television commercials, most restaurants make it big through simply word of mouth publicity. If you fail to impress customers the first time around, you can't expect to make it big in the hospitality industry. Customer service starts from the moment the customers appear at your doorstep till the moment their car or bus has zoomed away to its destination. Parking their car in safe spot at a subsidized rate, opening the door, taking off their coats and keeping their umbrellas carefully, helping them to their table, drawing a chair for them to seat, wiping the table clean before they are seated, handing over the menu and suggesting something that fits their bill as well as taste buds. All these fine points go a long way in impressing people enough to draw them back to your restaurant whenever they feel like eating out.
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