Comments on: What makes a good meal? Is great customer service in restaurants so tricky? http://www.501places.com/2012/02/restaurant-customer-service/ Sharing the world with you Fri, 17 Feb 2012 08:39:29 +0000 hourly 1 By: Andy Jarosz http://www.501places.com/2012/02/restaurant-customer-service/#comment-69569 Andy Jarosz Wed, 15 Feb 2012 09:49:26 +0000 http://www.501places.com/?p=8147#comment-69569 thanks Tony - I remember hearing a talk many years ago where it was said that you will create a happier customer by causing a problem and then resolving it to perfection than you will be merely doing a good job. Not sure if it's a sustainable business model but it's certainly got an element of truth to it. thanks Tony – I remember hearing a talk many years ago where it was said that you will create a happier customer by causing a problem and then resolving it to perfection than you will be merely doing a good job. Not sure if it’s a sustainable business model but it’s certainly got an element of truth to it.

]]> By: Andy Jarosz http://www.501places.com/2012/02/restaurant-customer-service/#comment-69568 Andy Jarosz Wed, 15 Feb 2012 09:45:23 +0000 http://www.501places.com/?p=8147#comment-69568 Interesting question and yes, I also remember that discussion although can't think of the context. Definitely agree with you that if you mention an issue it's only fair to include any follow-up action, good or bad. Interesting question and yes, I also remember that discussion although can’t think of the context. Definitely agree with you that if you mention an issue it’s only fair to include any follow-up action, good or bad.

]]> By: Tony Champion http://www.501places.com/2012/02/restaurant-customer-service/#comment-69567 Tony Champion Wed, 15 Feb 2012 09:11:51 +0000 http://www.501places.com/?p=8147#comment-69567 Andy, it really is that simple and yet it is amazing how many businesses get it wrong. The key is to 'listen' to your customers and that means observing body language and behaviour. Forget any notion that the British are too shy to complain. It is true they might not do it at the time but you can be quite sure they will be on TripAdvisor or other web site....or perhaps even on a blog (not all bloggers will be like you and spare the blushes). A business cannot get it right all the time but, as Keith suggests, if it has a good recovery strategy in place the negative experience can be turned into a 'magic moment' for the customer and they will be only too pleased to spread a positive message. Andy, it really is that simple and yet it is amazing how many businesses get it wrong. The key is to ‘listen’ to your customers and that means observing body language and behaviour. Forget any notion that the British are too shy to complain. It is true they might not do it at the time but you can be quite sure they will be on TripAdvisor or other web site….or perhaps even on a blog (not all bloggers will be like you and spare the blushes). A business cannot get it right all the time but, as Keith suggests, if it has a good recovery strategy in place the negative experience can be turned into a ‘magic moment’ for the customer and they will be only too pleased to spread a positive message.

]]> By: Keith http://www.501places.com/2012/02/restaurant-customer-service/#comment-69566 Keith Wed, 15 Feb 2012 09:05:40 +0000 http://www.501places.com/?p=8147#comment-69566 I think we may have discussed this before but ... if you're reviewing somewhere, or even just posting in your blog & you have an issue. If it's speedily and satisfactorily dealt with, should you mention this? Or, is it going to provoke the reaction 'Hey, if you complain about this place, you get a refund/upgrade/freebie!' ? I think we may have discussed this before but … if you’re reviewing somewhere, or even just posting in your blog & you have an issue. If it’s speedily and satisfactorily dealt with, should you mention this?

Or, is it going to provoke the reaction ‘Hey, if you complain about this place, you get a refund/upgrade/freebie!’ ?

]]> By: Andy Jarosz http://www.501places.com/2012/02/restaurant-customer-service/#comment-69565 Andy Jarosz Wed, 15 Feb 2012 08:50:51 +0000 http://www.501places.com/?p=8147#comment-69565 Wow, that is some service Keith. A steak and no bill.... that's a place you'd definitely go back to. So much of it is simply about thinking of people as long-term customers and not one-off transactions. Wow, that is some service Keith. A steak and no bill…. that’s a place you’d definitely go back to. So much of it is simply about thinking of people as long-term customers and not one-off transactions.

]]> By: Keith http://www.501places.com/2012/02/restaurant-customer-service/#comment-69563 Keith Tue, 14 Feb 2012 16:06:53 +0000 http://www.501places.com/?p=8147#comment-69563 I've had excellent food from a self-service cafeteria ... and I've had scran that was a little bit this side of heaven from a sit-down restaurant. I think the main criteria is how they react when things go wrong ... as they occasionally do in the best of places. If they couldn't care less, I don't go there again ... but, one place, i complained about the chicken, which the maitre d and the chef agreed 'wasn't quite on'. They cooked me a lovely steak instead, and said there wouldn't be a bill. That sort of thing gets my vote! I’ve had excellent food from a self-service cafeteria … and I’ve had scran that was a little bit this side of heaven from a sit-down restaurant.

I think the main criteria is how they react when things go wrong … as they occasionally do in the best of places.

If they couldn’t care less, I don’t go there again … but, one place, i complained about the chicken, which the maitre d and the chef agreed ‘wasn’t quite on’. They cooked me a lovely steak instead, and said there wouldn’t be a bill. That sort of thing gets my vote!

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