Since so many restaurateurs appear to rely on social media for measuring their customer service, I've noticed that there are A LOT of terrible reviews out there. With complaints about poorly prepared food and drinks, rude staff/managers, lengthy waits, and inattentive service, there's a question to be asked - why don't they do something about it?
After all the time, money and effort invested into the concept, why drop the ball? Operational performance is what ultimately matters. It's transforming first time diners into regulars that makes the restaurant successful, not encouraging a majority of them to never return.
While it may not be possible to please every customer 100% of the time, it is critical to minimize the number of times that those situations occur and arm your staff with the most effective ways to handle them when they do happen.
After all the time, money and effort invested into the concept, why drop the ball? Operational performance is what ultimately matters. It's transforming first time diners into regulars that makes the restaurant successful, not encouraging a majority of them to never return.
While it may not be possible to please every customer 100% of the time, it is critical to minimize the number of times that those situations occur and arm your staff with the most effective ways to handle them when they do happen.
