The customer relationship

(02 /04 /2012)

You have been led to your table by a member of staff, menus under arm and your hopes of a great night firmly in their hands. Then it happens.  You suddenly become invisible to the rest of the staff.

For the owner this is what nightmares are made of. The customer has the power to determine the success and failure of any business. Have you heard “Bad news travels faster than good” If someone had a bad experience everyone exposed to them the next day will hear about the night we became invisible.

So train your staff to look after the quest as they would expect to be treated in return. Don’t just leave them after their meals have been served. There are opportunities for on selling of further items and also to get to know your guest  There are also great benefits in gathering information through reconnaissance of the room, such as what the likes and dislikes are; what customers are looking for; what is happening at other places around town and so on.

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