Any restaurant spends significant time creating a wide and varied menu, because they know their Customers want choices. They select a wide variety of beverages, perhaps even concocting their own new ones, again with the purpose of giving their Customers choices. They also train their wait staff to talk about the daily specials, make suggestions and in general to provide options.
The investment in inventory, menus, creativity and training required to do all of these things is sizeable.
And yet, far too often we as Customers don't have the choice on something that would cost them nothing.
The wait staff provides you great service and checks in on you several times during your meal. They even come by and begin clearing plates. . . . but they don't leave the bill.
If I have the bill and want to stay and visit, I have the choice. But if I am in a bit more of a hurry, I don't have that choice, until they bring me the bill or I flag them down.
I know, some people may not bring the bill because they don't want to rush people, but that can be alleviated with a quick comment. "Feel free to stay and visit as long as you'd like, I'll leave the bill for you and I'll take care of it whenever you are ready."
The same courtesy that is shown throughout the meal can be shown now, and I as the Customer can have the choice.
Perhaps no one else feels as I do about this, but I do know, that this is one of many things we can do to improve Customer Service without implementing a new program or spending a bunch of time or money.
This message is for more than those who own or manage restaurants.
Think about the choices you offer your Customer. Think about that throughout their experience from the very beginning all the way to the very end. As important as a first impression is, the final experience will be long remembered as well.
Tuesday, May 23, 2006
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