Operators are always looking for ways to offer better customer service, an elevated experience, and encourage repeat visits to get ahead of the competition. While today’s tech can certainly help streamline operations, cut down on wait times and human error, and offer unique differentiators, most customers are just looking for good old-fashioned human interaction.

According to Touch Bistro’s 2024 Canadian Diner Trends Report, great food and service are more important to diners than technology. 85 per cent of Canadian diners prefer to order from a physical menu and a server, and 76 per cent prefer when a server takes their payment at the table. So, while they appreciate the convenience of being to be able to pay while seated, customers also want to interact with your staff.

How else can you exceed customer expectations with elevated service?

Sell your staff

Staff training is crucial to providing a memorable guest experience, from getting familiar with menu items to upselling and beyond. Getting your team to buy into your values and ideals for the perfect guest experience will have them acting as ambassadors for your business. Focus on recognizing customers, anticipating their needs, and accommodating their requests. As well, spend time educating staff on dietary preferences and allergies to be able to answer questions and quickly find the information they need.

Prioritize off-premise dining

On average, 60 per cent of diners order out at least once per week. For many restaurants, over half of their online orders are takeout, making it an important part of your business to get right. Off-premise customers are looking for speed, accuracy, and quality from restaurants. Orders should be made promptly and if a wait time is given, ensure that you under-promise and over-deliver.  The order should be correct, including the appropriate condiments, sides, and cutlery.

Frustrated customers don’t return, so focusing on delivering exceptional service for takeout and delivery diners will have you seeing higher revenues.

Ask for advice

No matter how hard you are working to set yourself apart with excellent customer service, there are always opportunities to improve. Soliciting feedback is the best way to learn about where you may be able to make changes. This means soliciting feedback from your staff to improve operations, keep morale up, and offer your staff what they need. Happy teams are your best employees, so investing in the well-being of your staff is an investment in your business.

Ask for feedback from your guests, too, to learn where you can make their experience better. Monitor and address negative reviews, look for areas that are consistently underperforming, and implement what you hear, where you can. This tells guests that you value their feedback while increasing their satisfaction when they visit your restaurant.

Operators who take a proactive approach to customer service, leveraging technology while prioritizing the basics will find success in offering an elevated guest experience and differentiating themselves from the competition.