Customer service in restaurants and bars has gotten worse during the last decade (especially since Covid-19). These are signs managers, servers, and bartenders actually care about customers. The more of them you see the better the establishment is.
They say Hello and Acknowledge you Quickly:
Like dates and job interviews first impressions matter when entering a restaurant. Even if it’s busy it takes 1 second to say hello and throw down a menu. If it isn’t busy and they ignore you for a few minutes, while they text and gossip they don’t care about customer service.
They Smile, or are at least Pleasant:
Everyone has bad days, customers can be rude, and it’s unfair to expect constant smiles. But that doesn’t excuse cold and snotty behaviour if you’re a fair customer. All industries have pros and cons but when you take a job you’re expected to deal with them. That doesn’t excuse harassment by bad customers but it doesn’t mean servers can be mean for no reason.
They Mention the Special(s):
There are reasons for restaurant specials, mostly to bring in more customers. If the staff never remember the few drinks, meals, and prices on special they don’t care. Restaurants shouldn’t neglect this, especially with lower profits, inflation, and other current issues. Wing nights, happy hour, taco nights, etc, get people to come to your bar. If new customers come in and you don’t tell them the specials they won’t be happy. Especially if they would have bought them and you have to fix bills to compensate when they find out.
It usually takes 10 seconds to list the specials and it easily increases your tips and customer base.
They bring Presets Before the Meal:
This should be obvious but it’s amazing how often it doesn’t happen. If you order appetizers you should at least get some plates and napkins. You need a fork and knife to eat most meals. Ketchup goes with fries, etc.
If the staff brings you food, but not the MEANS to eat or season it, they don’t understand customer service. I’ve seen too many great meals brought out and sit there cold because servers didn’t drop a fork on the table. If you bring meals to a table without presets you should be rushing them out ASAP.
You wouldn’t treat friends you invite over for dinner like that, so why would you do this to paying customers?
They bring your Drink Quickly:
There’s a constant battle between time and results in the restaurant world. Because the industry is so unpredictable and so many employees are unreliable, odds are you’ll often wait too long before being acknowledged, order drinks, and receive them. The key to customer service is to show you care. Always get something into customers’ hands ASAP. Unless it’s lunch or a rush customers will be happy just to get something (usually a drink) quick. It buys goodwill and time.
They Time Meals Well:
While you can’t expect perfection, especially during rushes, your server should bring out meals at appropriate times. General rule is appetizers ASAP, meals once the appetizers are almost done, and desert right away and WHEN IT’S Cold. Don’t bring the main meal when appies are barely touched, especially soup (they’ll get cold).
They do a Quality Check:
This seems to be a dying concept. In 2006 the rule was “2 bites or 2 minutes” to check if the meals are good. Or if they’re hot, if you need ketchup or something, etc. Many servers don’t think 3 seconds of critical customer service is worth sacrificing some of their texting time. If they don’t think it’s worth it, then management doesn’t, and both don’t put customer service first.
They say Thanks when you Leave:
It shows respect and appreciation to say thanks for coming when customers leave. You can easily win future money and goodwill from customers, especially those that spent 100s of dollars at your business. Being ignored, often coldly, by servers who were only friendly until you paid is unprofessional and shows they only care about tips.
I understand why this happens: Many customers are rude, many harass, some never tip, and some are simply unpleasant. It’s hard to be warm to bad customers (which these ppl are) but except for the worst cases suck up your pride and take 2 seconds to guarantee future business.
At least say thanks to the rest of the customers who are nice, decent and tip. If you can’t do that leave the industry.
They take Feedback Seriously:
Quick warning: This doesn’t apply if customers are being physically or verbally abusive. It’s fair to refuse to talk to them if they keep shouting or won’t stop being very rude if you act fairly. But 99% of the time the following should be observed:
Listen to what customers say/suggest/even criticize with an open mind, at least initially. Some of their ideas are just nonsense, impractical, unprofitable, and sometimes just odd. But like confrontations listening calmly like you care prevents most situations from escalating. After that you can ignore, adopt, or do you want with their feedback, but it’s better customer service and more profitable to listen more often than not.
They take Cleanliness Seriously:
This should be common sense, but it’s often forgotten. Few people like cleaning, even at home, but unlike family members you aren’t going to lose their business, tips, and mere presence by disgusting surroundings. Most customers won’t be impressed and most business owners should be ashamed by unacceptable grossness seen by paying customers.
At least make sure utensils, presets and side plates are clean when you bring them to tables. When in doubt make sure washrooms are cleans and obvious gross things are fixed. Nothing says restaurants care less about customer service than neglecting this.
They don’t Stand Around, Gossip, or Text when it’s busy, or you Need something:
These were frowned upon when I started bartending but countless owners and managers don’t clamp down on them anymore. If servers spend more time texting and gossiping than checking on tables they aren’t trained, or don’t care. A quality check, quick greeting, and asking if you need anything takes 3 seconds. If they can’t do that but text or talk to their friends nonstop for minutes when you need something, they aren’t professional.
Would you see a cashier, bank teller, or fast food employee get away with this while customers are waiting? As a manager or business owner would you tolerate your employees doing this? Servers aren’t slaves and shouldn’t be demeaned, but they’re expected to do their job and put customers first.
No one’s perfect but you can tell when serving staff is entitled and don’t care. In such cases it’s fine to complain to managers (politely), or even not tip. Tips are earned and any server who disagrees shouldn’t be employed.
They Own their Mistakes:
Mistakes are normal and shouldn’t be blown out of proportion. What matters is how staff deal with them. The standard rule is to apologize and fix them right away. Most customers hate conflict and complaining, but it’s best to take them seriously if you mess up.
A good restaurant team will focus on problem solving versus assigning blame. 99% of the time if they’re sincere, and correct mistakes customer will be happy. If they’re smart they’ll turn the situation into a positive by showing they care, and give you something extra like a fair discount or free drink.
There’s going to be dishonest and unfair customers who take advantage of anything, but in general it pays well to address and fix mistakes ASAP. Your clientele will respect you, and your reputation will bring in more business.
They Care about Atmosphere:
Customers, especially in bars, pay for atmosphere. The difference between cheap beers and mediocre burgers at home, and pricier ones at restaurants, is atmosphere. Sure much of the time people just want cheap options, or specials, to feed their families, or avoid making a meal. But many people, especially on weekends, go out looking for a good time.
Atmosphere isn’t about food or drink (although they amplify it), it’s positive vibes and emotions. It’s the temperature, noise, music, lighting, and TVs. It’s the demeanour and attractiveness of your staff, and their efforts to adapt to clientele on any given day.
Obviously, restaurants can’t cater to everyone. A nightclub isn’t ideal for those wanting a quiet evening, and you don’t go to Applebee’s for fine dining. But despite what many owners believe customers chose their restaurants, not the other way around. The more you assume every suggestion and criticism regarding atmosphere is wrong, the more you chase away customers you can win over.
If customers keep saying it’s too hot or cold see if it is. If too many say the music is annoying and the lighting is bad take it seriously. If there’s a sporting event on that most people want to see don’t be a snob and refuse to show it.
Your staff should also be presentable. No one expects perfection but a sloppily dressed, miserable looking employee impresses no one. I used to work with an employee who always had bad body odour and management didn’t care how many customers it drove away. It’s impossible to be happy everyday but the restaurant industry is a stage, workers are the actors, the customers are the audience, and if your employees can’t rally most of the time they should work elsewhere.
They have Good Wifi:
I won’t pretend inflation, rent, and other costs haven’t hit the industry hard, but I refuse to believe restaurants, especially corporate chains, can’t stomach a few extra dollars to have decent, reliable wifi.
Personally, I was annoyed by constant complaints by customers who spend too much time texting or watching videos on their phones. Why go out then, why spend much of the evening texting and ignoring your friends? Why be upset every time the bartender interrupts your online presence for the sake of giving minimal customer service?
But from a business point of view just accept we live in an imperfect world where internet access is considered by many to be a human right (if you don’t believe me google it). Good wifi is a necessary pillar of customer service. Besides sometimes people need it for good reasons (potential emergencies, work related issues, wanting to google something they’re talking about, etc).
Just cough up the extra cash to keep customers who drop 100s or 1000s of dollars per month or they’ll go somewhere else. You don’t want to be known as that place that doesn’t have good wifi.
They Remember your Name:
If you’re a new customer, or barely interact with the staff, you can’t expect this. But if you’re a friendly regular who tips well and has gotten to know the staff, they should know your name. I remember calling a regular the wrong name when he was getting out of line and he lost it on me. I was right to call him out, but I was wrong to not bother remembering his name, and I don’t blame him for saying “that’s not my name!”
Servers and bartenders, those who care at least, are expected to know countless details: About drinks, food, specials, etc. If they can’t remember the names of their best customers, who tip them and keep them in business, that’s not a plus.
They Remember your Drink:
For those who like drinking this is more important than knowing their name. Nothing impresses customers more than bringing their go to beverage before they can order. Of course they could be in the mood for something else, but even asking if they want their usual drink impresses them.
It’s not rocket science. By at least the 6th time you’ve served them if they keep ordering the same thing assume they probably want the SAME THING. At worst they will laugh if they don’t want it this time, and you can give it for free or to someone else. At best they will be wowed and appreciate it. Either way risking the liquor cost of one drink that may be rejected is worth the 95% chance they will give you more business.
They give Good Service even when customers Tip Badly, or Don’t Tip:
Personally, I know how frustrating this is to servers who need tips to survive. There’s nothing more insulting than giving great service and getting no tip. While I still gave good customer service to cheap customers 99% of the time, I understand the temptation to punish customers for this. I don’t want to open the Pandora’s Box about tipping, what you should tip, when you shouldn’t, etc. That’s for another time.
But it says a lot about servers’ professionalism how they react to constantly cheap, and especially non-tipping, customers. Many give minimal service to cover their bases, some give less out of spite, but the best suck it up out of professionalism, and caring more about the restaurant than their wounded feelings.
If you’re rude and difficult on-top of being cheap and not tipping frankly you don’t deserve good service. But it reflects great customer service when employees give their best even when customers cost them money. Because most servers have to give much of their tips to the kitchen and bartenders, so if you don’t tip they’re losing money serving you.
They Ban Toxic Customers:
Remember the old saying “the customer is always right?” The best manager I served under had a better saying: “Customers have Rights.” It’s always easier to appease any customer and problem, take any insult or injustice, or avoid conflict no matter what, than taking a stand against toxic customers.
I want to be 100%, unequivocally clear here because many businesses would be shocked to hear you shouldn’t put up with all toxic, unacceptable behaviour by customers.
Toxic customers are not those who are just annoying, sometimes cheap, occasionally rude, or simply odd. Every restaurant has customers they don’t love, but are still mostly reasonable people who won’t cause much trouble. 95% of customers are fine, and 4.99% are the trying ones I just mentioned. I’m sure other restaurant veterans would debate my statistics but it’s generally true.
Returning back to the concept of “the customer is always right” I respectfully disagree. Physical violence, constant sexual harassment, yelling and swearing, jumping on tables and wrecking stuff is not right. Bullying staff, being too loud and obnoxious, and ruining other customers’ experience is not right. Why should a few toxic fools keep the staff on edge, scare off customers who won’t come back, and tell people your restaurant is not safe, or even a pleasant establishment?
Too many people who never worked the industry don’t realize how much toxic customers destroy workers’ morale, alienate customers, and cost businesses precious profits. People are allowed to have bad days, even be difficult, and we’re all human. But honestly some customers, especially when alcohol is involved, are constant jerks no matter what.
They’re like the Terminator: You can’t bargain or reason with them. Toxic customers lose businesses money, clientele and perhaps worse their reputations. Respect the 99% of decent, or at least tolerable, customers who keep you in business and fire your toxic customers. Because otherwise employees quit, customers leave, and I’d never take my girlfriend or family to a restaurant they’d never feel safe or comfortable in.