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How hospitality businesses can effectively measure customer service 

Posted by Andrew Carlson on Apr 3, 2018 7:15:00 AM

When it comes to evaluating your business based around metrics, it’s easy to see metrics based around sales, marketing input vs output and even to see performance based metrics around initiatives you roll out to your teams.

But evaluating customer service metrics are a little more difficult because it seems that they are tied to more of a philosophy vs actual measurable metrics.

You could be thinking to yourself, it’s easier for larger companies to be able to track metrics because they have software to track these metrics, and they have people focused on this. But we all have the power to evaluate the impact customer service has on your business.

Here are some metrics that you can use today, to start measuring the impact your customer service has on your hospitality business. 

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Topics: Reputation management, Customer service, Tips for owners

Service phrases your customers won’t hate

Posted by Chloe Papas on May 25, 2017 8:35:00 AM

Whether you learn them from a manager, from co-workers, or through your own rapport with customers, there are probably a few phrases you use every single day when interacting with customers. Maybe it’s in the way you greet people, the way you present the specials, or your technique when it’s time to clear the table.

It can be easy to fall into a routine and not notice when customers aren’t responding too well to these phrases. So how do you know that you’re communicating effectively with your guests? How can you upsell in a way that is positive, rather than overbearing? And what should you say if you simply don’t have the answer to a customer’s question? 

We’ve put together a few do’s and don’ts when it comes to service and upselling phrases.

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Topics: Customer service, Tips for front of house

Restaurant server training: top 10 etiquette tips

Posted by Chloe Papas on Apr 4, 2017 8:05:00 AM

Providing great service in a restaurant isn’t just about ensuring the customer gets their meal on time, or smiling as you take their order. It’s also about the little actions you take throughout their time in the venue.

Everyone has had a bad experience while dining out – whether the server was clumsy or rude, the food wasn’t quite right, or the atmosphere was a little off. As a server, it’s your job to make sure that your customers have an amazing experience, from start to finish – and that’s where good etiquette comes into play.

So, what exactly is etiquette, and what basic tips will help you provide customers with the best experience possible?

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Topics: Tips for front of house, Customer service

Tips for hosting a Christmas function at your hospitality venue

Posted by Ilona Wallace on Dec 6, 2016 7:39:00 AM

It’s end of year function time. The floors are swept and there are white cloths on the trestle tables – that doesn’t mean your job as host-venue is done.

Absolutely, you can leave things at the bare minimum, and some clients like that. They enjoy the thrill of decking out a blank canvas with all the trappings they can dream of.

However, most clients will not be full-time event planners and they will need your help. 

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Topics: Tips for hospitality managers, Customer service

The things you might be forgetting... but customers aren’t

Posted by Ivana Rnjak on Nov 16, 2016 8:05:00 AM

When you work in hospitality your #1 priority is the customer. No matter how creative your menu, no matter how innovative your interior design – if your staff don’t provide customers with a wonderful experience, business will suffer.

There are many ways to improve customer service and we have previously spoken with some hospitality superstars to get their insight into what makes a great server. But it’s also the little things that can make a big difference in the way customers perceive your venue and how they rate their experience.

We’ve compiled a list of the little things that customers value that might sometimes get forgotten in the everyday chaos of keeping a hospitality venue running smoothly.

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Topics: Tips for front of house, Customer service

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