A little bit goes a long way in the restaurant world! A delight is not about giving guests what they want; it’s about giving them more than what they want. It’s about anticipating what your guests want and expect and going above and beyond.
If you can find a few ways to incorporate these little touches into your restaurant your guests are sure to be delighted!
1. Genuinely welcome your guests.
I think it’s time to drop the same old, “Hi my name is [insert generic name], welcome to [generic restaurant]”? Think about a new and interesting way to greet your guests and train your staff accordingly. Think about how you would like to be greeted when you enter someone’s home, or a place you’ve always wanted to go! For repeat guests, remember names and preferences by storing them on a CRM system. This will both delight a guest who will feel important and increase upsell opportunities.
2. Collect and use guest feedback.
Guest feedback is so important and one of the best ways to continuously improve your restaurant. The best time to get honest feedback from your customers is right after they’ve visited your restaurant, their dining experience is still fresh in their minds! You can do something as easy as leaving a comment card and a pen under their bill or a link to an online form. Encourage guests to fill out these forms by hosting a comment card raffle with a gift card at the end of each month!
Data is key. By the end of each week, go through all of the comment cards and online reviews. Thank each guest for taking their time to give you feedback and let them know you’ll improve when necessary.
3. Take payment at the table.
Guests love convenience. Being able to pay, sign, and tip at the table is a delight. When a customer asks for the check, they’re ready to leave! One of the most frustrating parts of the restaurant experience is waiting for your server to notice you, come over, ask what is needed, then leave, maybe stop at a few tables on the way, then bring the bill, leave, maybe stop at a few tables again, return, get your card, leave to swipe the card, and bring the receipt for a tip and a signature (that was exhausting just to write, imagine it in real life). Taking payment at the table eliminates this multi-step and tedious process and in turn, delights your patrons.
4. Always thank your guests.
Your guests are the reason you have an establishment! They are the reason, you get to do what you love to do every day. Teach servers to genuinely thank your guests for having their meal with you, furthermore, exceed their expectations, maybe remember their names, or wish them a safe journey to where they are going. No scripts needed, a real genuine thanks goes a long way.
5. Allow for online reservations.
Online reservations are much easier to facilitate and manage. Older methods of accepting and managing reservations are quickly becoming outdated. Consumers are now constantly on their phones, searching for different establishments, if your restaurant’s online presence can’t keep up, then you’re losing both guests and profits. The best part about online reservations, customers can make reservations at any time, your restaurant is “open” for reservations 24/7!
What are some of the ways you delight your guests?