Customers come into restaurants for many reasons - celebration, a break from work, family time, or possibly because no-one felt like cooking. But it’s not enough to simply seat the customer, take the order, deliver the food and bring the check.
The Festive season is synonymous with family get-togethers, parties, lots of food and of course drinks. But, for those working in the hospitality industry it also means plenty of guests, an overload of orders, and quite possibly a few people who get a little too carried away with the extra “cheer”.
Understanding what to do when things get out of hand can not only prevent accidents from happening within your business but also ensure the safety of your guests and staff for the entirety of the night.
Remember the last time you ate dinner at a sit-down restaurant? Think about the person who greeted you at the door, chatted with you, took you to your table and made you eager for your meal. That person was the host.
It may have looked like an easy task, but to be a successful host you need to know how to communicate with guests effectively and politely all while ensuring they have a good time. It's about making positive lasting impressions that will have customers coming back time and again.
Many believe that restaurants need to constantly attract new customers, however, the biggest part of a restaurant’s income is generated by repeat customers. In fact, it costs six times as much to attract a new customer than to keep an existing one.
New customers are also a priority, but you should operate in such a way that new customers will turn into loyal clients.
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.