Customer service proves to be one of the most important keys to the success of the food industry. A lack of customer service makes the customer feel unwelcomed and disengaged from the restaurant. There is a common saying in the restaurant industry that states people will come for the food, but will come back again for the service. The atmosphere of a restaurant is an important factor to the success of the business and poor customer service results in an atmosphere that drives away potential customers that would come in on a regular basis.
Having serving experience in the restaurant industry allows me to have an insight of what brings back customers on a regular basis and how my hospitality towards the customer attributes to it. Serving at Sushi Zanmai, a restaurant that recently won the best of Boulder award, allowed me to serve customers who I catered to on a regular basis. What I found to be true is that providing a warm welcoming and simply remembering the name of the customer will offer incentive to come back again. Another factor in providing great customer service is remembering what a customer orders regularly because it shows that you remember them and they are a valued customer.
A prime example of a business that shutdown due to a lack of customer service is Jimmy and Drew’s, a Jewish deli in Boulder, Colorado. Jimmy and Drew’s has recently gone out of business and been replaced by Thai Kitchen. This Jewish deli was the only one of it’s kind in Boulder and was a thriving business only a few years ago, but has gone downhill since. At one point, reputable magazines such as Esquire magazine and The New York Times praised Jimmy and Drew’s. One might wonder what has changed since then, and surprisingly enough it is due to the customer service of the business. Douglas Brown, writer at The Denver Post, wrote that the last time he went to Jimmy and Drew’s there was terrible service from college students who refused to acknowledge him and were not even able to make everything on the menu. It comes to no surprise that shortly after Jimmy and Drew’s closed down. This goes to show the real impact that customer service has on a business.
To read more on Douglas Brown’s article on Jimmy and Drew’s go here.
To read more on why restaurant owners and chefs think customer service is important go here.
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