What Defines Great Restaurant Customer Service

Restaurant Owners... How do you define great customer service? I bet you say things like, “My server should be friendly and attentive to my needs.” Or maybe something like, “I should be greeted immediately and in a friendly tone.” All good answers, but how do you go above and beyond this to exceed your customer’s expectations?
To learn more please either watch the video above or click the link below to read the transcript or listen to the podcast on my website.
Also, please leave your questions or comments I will answer them all.
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Thank you,
Ryan Gromfin
The Restaurant Boss
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[@aloleadzado7567]

For me i believe this guy really understand restaurant operation. Thank you so much.

[@Therestaurantboss]

Thank you!!! Glad you are finding value in the content.

[@CrispyChikenSammich]

I've recently been working at a Roy Rogers for my first job (I'm 15) and this really helps, thanks!

[@Therestaurantboss]

That's awesome. Happy to have you here. You're the future of the industry! -Dawn, Team TRB

[@SkeeterHowitzer]

I worked at Roy Rogers in the 1970s. It was converted from a local fast food brand into a Roy Rogers. I am not sure which one, of the two brands, pertains to that, which I am about to write to you: I closed and took, to home, the leftover ice cream swirl cups for the sundaes. Not enough room was in the freezer for them, so I dumped the ice cream out of the cups into the sink of the kitchen, and filled it with hot water to melt the ice cream so that it would go down the drain later after I would awaken. 8 hours later I awoke and saw that the swirls had not melted but kept their shape and were floating atop the water. It was because of small grains of plastic were part of the ice cream to hold the shape. About the same time I was walking on GA Avenue in Silver Spring Maryland. A McDonald's milkshake had been spilled on the sidewalk beside an empty can from coca cola. Some coke had dripped from the can. The ants were crawling around the spilled milkshake to get to the coca cola. They would not touch the milkshake. I have been eating hamburgers at McDonalds, but I get the toppings on the side and squeeze the patty in napkins. It takes 20 NAPKINS! to get all of the oil out of one hamburger. If you don't want to be in hospital a few decades from now, from arteriosclerosis, get the oil out of hour hamburgers and chicken before eating them.

[@allyshasandoval5617]

Thank you for this lessons. I have just been promoted to supervisor and you teaching me alot

[@Therestaurantboss]

You are very welcome! You should check out my Restaurant Manager Certification course. I think it would help you a lot and it's very affordable as well. therestaurantboss.com/programs/rmc

[@sharont9052]

Awesome sample! Infact this is the most realistic creative insight on exceeding customer expectations rather than trying too hard in faking an experience.

[@Therestaurantboss]

Wow - thank you!

[@SkeeterHowitzer]

Good stuff.

[@Therestaurantboss]

Thanks! -Dawn, Team TRB

[@rengkyyasepta3876]

Thank you, Ryan.

[@Therestaurantboss]

Thanks for being here! -Dawn, Team TRB

[@averybratcher8818]

works well for my class

[@kellygredvig6868]

i like to lemrn more

[@Getwisdomapplicationknowledge]

that was a great teaching and great tips thanks keep bro

[@sharont9052]

I love fresh out of the box thinking as I’m this type of person and your channel is very fresh, insightful, straight to the point but very informative☺️🙏🏽Thank you. New Subscriber here....

[@Therestaurantboss]

Thank YOU! Glad you are enjoying the content and delivery style!

[@ashrafpilasheri5036]

Great presentation. Useful tips

[@Therestaurantboss]

Glad it was helpful!

[@buzzb9295]

Thank you Ryan. Your videos are such a blessing because your knowledge is invaluable!!

[@Therestaurantboss]

Thank you! So glad they provide you with value!

[@janalvinsale2009]

This really helpful! Thank you.

[@Therestaurantboss]

Glad it was helpful!

[@miketaiwanwalkcity6355]

Super great advice! Why I didn't think about this before?

[@Therestaurantboss]

LOLOLOLOL!!!!

[@monicabelensosasotelo1016]

I loved this, thank you!

[@Therestaurantboss]

Glad you enjoyed it!

[@alejandravargas8039]

I loved it thank you for the information

[@Therestaurantboss]

Glad it was helpful!

[@angelguerrero9283]

Excellent advice Chef.

[@joedits1]

That all makes sense but what if one of the tables that is in a hurry is a 6-top that wants all separate checks? People who have never waited tables are unaware how that kind of request completely stifles service to the rest of the tables in that server's section. To be good waiter, which I was for 15 years in 3 different cities, it is important to have a friendly, attentive sense of urgency. Individual seperate checks of any table larger than 5 makes it impossible to get to other tables with any urgency. Usually, there is alot of apologizing. I wish owners were more sensitive to this. Sometimes the customer is always right in the way.

[@robiro1540]

Hello :) I agree with a lot of things you said here. Not much on dividing the people according to the time they have to dine. Especially if your restaurant dining room is divided into sections. If you (as a waiter) team up properly with the reception team making sure they gather most of the information for you upfront and they create a table plan able to alternate the guests equally in the different sections, they will make the waiters and kitchen life way easier. A restaurant manager should also have the an arrival guest list quite accurate before the briefing and go through it with the whole team to highlight if there is any particular event, celebration, request, allergy etc. It is obvious that a waiter should be knowledgeable in order to properly guide customers. A waiter should know how long does it take to cook a well-done steak comparing to a medium-rare one or that he/she should have a different approach according to the type of client (business, romantic etc)

[@Therestaurantboss]

It is more about being able to quickly identify the desired outcome of a diner and how to solve their issues. If you are a manager and you see a table complain about something in the "I am in a hurry side" well offering them free desert is not going to help anything, they need to get their check and get out of there. That is one of the reasons I like to set up stations like this.

[@robiro1540]

@@Therestaurantboss I agree on the identification of the customer needs. Still not convinced that is better to divide them according to the time they have to dine. But I am glad it is working for you. A Team can work in different ways to achieve the same goal. Not sure why you are mentioning the dessert bit. Obviously, it would be a nonsense to offer it to someone who was complaining because of the delay.

[@francismubita9739]

Kindly highlight key lessons on what constitutes great service in a restaurant setup?

[@Therestaurantboss]

It can mean different things to different people. How do you want your customers to feel when they walk in? How long should they wait, how should they feel when they're greeted. What should happen when the server arrives at the table ... all of those little nuances go in to defining "great service". -Dawn, Team TRB

[@mohammadadib3785]

Great content as always Ryan!

[@Therestaurantboss]

Thank you!

[@BakewithAmy]

It would be great if you touched on fast food Resturant customer service. No waitress, etc

[@Therestaurantboss]

Hey Amy! That's a great idea - thank you. I think a lot of these tips could be applies to fast food restaurants as well. Your cashiers are acting as your waitstaff. Chick-fil-a is a great example of this!

[@raminalibeyli9243]

Hi, But to say costumer "seat in another place" it can do nervous costumer and in result can be negative feedback by costumer

[@khalid77alnzwani54]

Thank you so much for offering such benificial info concerning customer service. I have been learning from your inspirational videos for a while. There is something i am not sure of, if it's possible to aquire. So have one question, only one which is unrelated to this topic. Do you think one could become familiar with the position of a traditional and unique restaurant if they get passion to get advanced and to move a few steps forward to be become professionals handling alot of responsibilities coming their way daily?If it is, what is required to do? Thank you so much, sir. Best channel I've came across so far

[@dhadhame4090]

Can you make video. How to be a good host.

[@Therestaurantboss]

Thank you for the idea!

[@alphamarz333]

Now only if fast food restaurants were to incorporate this....... especially in Stockton California

[@Therestaurantboss]

Send them my way! :)

[@lettyvalle7327]

Thank you for this great information. My question is why is the reason the health department doesn't do anything about street vendors.

[@kimgarron1203]

Do you have some tips for the Kitchen staff on how they can contribute to ensuring good customer service?

[@Therestaurantboss]

Hi Kim! Absolutely - what your customers are looking for is an experience that exceeds their guest expectations. So by delivering a consistent experience with the food that is being prepared and served is a must. Hope that helps.

[@robiro1540]

@@Therestaurantboss Also be ready to accommodate customer requests. I remember one of the Head Chefs I've been working with always making a big deal when we received dietary requirements, even if we knew from few days.

[@AnitaBarneycastle]

a lot of this information is common sense.

[@Therestaurantboss]

I think that is a good thing and sometimes folks need reminders of even the smallest things when you are bogged down.

[@littlealyssa88]

What are your thoughts on "pre meals?" E.g. getting staff excited about specials and service with some incentive. I want to bring this to my GM because it has worked well in previous restaurants just wondering what you think

[@RyanGromfin]

I like it, just make sure you test your staff to make sure they know how to sell the specials. Its amazing what I hear when servers would leave a meeting then fumble through a dish at the table.

[@riteshjoshua5724]

Hi Ryan, What is the first thing that I must do when the guest says that he/she has a problem with the food?

[@Therestaurantboss]

That is a great question! Watch this video - I think it will help! therestaurantboss.com/restaurant-manager-table-visit

[@simrankaur6409]

Hi my name is simran kaur .... I just join the restaurant its 1 day of work .... going to do my training for 3 days .... how I can interact with customers while they going to order it just like a pizza store....

[@miketaiwanwalkcity6355]

Where is the "next video about exceeding customer's expectations"?

[@Therestaurantboss]

therestaurantboss.com/exceed-guest-expectations

[@aloleadzado7567]

Can you also work on the cost of a room (room rate ) in a hotel?

[@Therestaurantboss]

Our system is set up for restaurant costs; not hotel rooms. Sorry!

[@aloleadzado7567]

Please i know that a very quality of something can only be 100% done. Why do some people say something is 200% done? Thank you.

[@ljsalazar6271]

Is it wrong to ask customers how was their day and so on? Coz i have a manager who doesn’t want me do these kind of things. I’ve been working for many years in a customer service and this is my first time to be scold about.

[@Therestaurantboss]

Hi LJ! I am a firm believe in table visits. So much so that I did a video on the subject. Check it out: therestaurantboss.com/restaurant-manager-table-visit/

[@dougn2350]

Yes. It's wrong! Be pleasant and professional. Not unnecessarily inquisitive.

[@aloleadzado7567]

Can the cost price of meal be 200%?

[@Therestaurantboss]

I am sorry, I have no idea what that means.

[@ManCaveGroove]

not really our job if you in a hurry. that the customer job

[@sharont9052]

Question: How would you deal with a difficult customer but at the same time exceeding their expectations within a restaurant?

[@Therestaurantboss]

Hi Sharon! I always try to "kill them with kindness". It's always better to take the upper hand vs fighting back. Ask them how you can make their experience better. There are some people you will never please, but for the most part, it's just letting people know you are listening and ready to help make things better.