11 Excellent Restaurant Customer Service Examples in 2024

As a restaurant owner, you can have the best ambiance, excellent menu, ample waitstaff coverage and still lose customers to your competitors.

Then again, you can have naive interns asking people if they’d like dessert after the main course and make a mint. The outcome depends on the quality of your restaurant's customer service.

According to a Deloitte report, 60 percent of customers will frequently visit restaurants where they had a positive experience. So a great way to drive repeat business and increase restaurant sales is to keep the quality of your customer service high.

In this post, we’ll discuss the 11 elements of excellent restaurant customer service.

Why is restaurant customer service important?

11 Examples of great restaurant customer service

The following is a list of 11 examples of excellent customer service along with descriptions of each:

1. Present the proper staff etiquette

Proper restaurant etiquette is essential for creating a positive customer dining experience.

When your staff is well-trained in etiquette, they can help to create a welcoming and enjoyable atmosphere for your guests.

Related content: Front of House vs. Back of House - The Ultimate Guide

Examples:

Here are examples of proper restaurant etiquette

• Greeting customers politely: When customers arrive at your restaurant, they should be greeted with a warm smile and a friendly welcome. This sets the tone for their entire dining experience.

• Speaking politely to customers: Your staff should always address customers with respect and courtesy. Avoid using slang or informal language, and always make sure to listen attentively to customers' requests.

• Being attentive to customers' needs: Your staff should be aware of customers' needs and respond promptly to their requests. They should also be proactive in offering assistance, such as refilling drinks or clearing plates.

• Maintaining a clean and orderly appearance: Your staff should be well-dressed and well-groomed. They should also keep their work areas clean and tidy.

   

• Being knowledgeable about the restaurant's menu and wine list: Your staff should be able to answer customers' questions about the menu and wine list. They should also be able to make recommendations based on customers' preferences.

Related content: How to Greet Customers at a Restaurant (In-Depth Guide)

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2. Go the extra mile

Delight your restaurant customers by delivering excellent customer service and providing them with an exceptional dining experience.

• “Here is a simple but powerful rule: always give people more than what they expect to get.” – Nelson Boswell, Author.

This practice is important in creating loyal customers who will return and recommend your restaurant to others.

Examples:

>>>Download our free guide on how to build a better experience

3. Give VIPs the treatment they deserve

As a restaurant owner, you strive to provide exceptional customer service that sets your establishment apart.

However, you might find yourself in a plateau, wondering how to elevate your service from good to great.

The answer lies in guest data, a treasure trove of insights that can transform your customer interactions.

Guest data is the key to unlocking personalized experiences that make VIPs feel valued and appreciated.

By harnessing the power of this data, you can gain a deep understanding of your customers' preferences, allergies, dietary restrictions, and seating preferences.

This knowledge empowers your staff to anticipate needs and deliver an unmatched personalized experience.

Examples:

Utilize guest data for VIP treatments

• Detailed guest profiles: Create comprehensive profiles for each guest, encompassing personal details, allergies, food and drink preferences, and seating arrangements. This information enables staff to understand guest needs even before they're expressed.
  
  
• PMS integration: Integrate your restaurant management software with your PMS (Property Management System) if you manage restaurants within a hotel. This integration provides access to valuable data such as room numbers, length of stay, check-in/check-out dates, and preferences, enabling tailored experiences.
  
  
• Server notes and tags: Encourage servers to add special notes and tags to each guest profile. These notes can capture specific preferences, requests, or anecdotes to personalize the guest's experience. Tags like "VIP" or "high-spender" alert staff to provide exceptional attention.
  
  
• Feedback collection and analysis: Gather feedback through post-dining surveys, review platforms, and direct interactions. Analyze this feedback regularly to identify areas for improvement and celebrate areas of excellence.
  
  
• CRM segmentation and targeting: Utilize CRM (Customer Relationship Management) systems or restaurant automation platforms to segment your customer base. Target specific groups with personalized messages, promotions, and offers, making them feel valued and appreciated.
  
  
• Exclusive perks and privileges: Show your VIPs how much you appreciate their patronage by offering exclusive perks and privileges. Consider providing complimentary appetizers, special menu items, or priority reservations to make them feel like esteemed guests.

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By implementing these strategies and leveraging guest data, you can transform your restaurant into a haven for exceptional service, fostering loyalty and driving long-term success.

4. Throw in a surprise or two

Adding an element of surprise to your guests' dining experience can go a long way in enhancing their satisfaction and fostering loyalty.

By offering unexpected treats or recognizing their preferences, you can create a memorable and enjoyable experience for them.

Examples:

Delightful surprises for your guests

• Special dishes and deals: Inform guests about any special dishes for the day or ongoing discounts and deals. This demonstrates that your restaurant is dynamic and offers unique culinary experiences.
  
  
• Plat du Jour: Offer a "plat du jour," a special meal with a main course, beverage, and appetizer or dessert at a set price. This provides guests with a value-added option and encourages them to try new dishes.
  
  
• Complimentary dish for repeat customers: If a repeat customer frequently orders the same dish, consider offering it on the house as a gesture of appreciation. This shows that you value their patronage and pay attention to their preferences.

Here's a real life example of a restaurant that adds an element of surprise when you order one of their famous dishes.

It's also a great opportunity to make a birthday celebration unforgettable: 

By incorporating these surprising elements into your service, you can create a memorable dining experience that leaves a lasting impression on your guests.

5. Offer seasonal experiences

Adapting your menu and offerings to align with different seasons can significantly improve customer satisfaction and attract new patrons.

By showcasing seasonal ingredients and creating unique experiences, you can demonstrate your commitment to freshness and innovation.

Examples:

Improve customer experience with seasonal offerings

• Seasonal Menu Specials: Introduce special dishes that highlight fresh, seasonal produce and flavors. This demonstrates your commitment to quality and keeps your menu exciting and engaging.
  
  
• Al Fresco Dining: During the summer months, offer outdoor dining options to provide guests with a refreshing and enjoyable experience. This can also help alleviate long wait times and enhance customer satisfaction.
  
  
• Fresh Produce: Prioritize the use of seasonal ingredients to create dishes that are bursting with flavor and reflect the vibrancy of the season. This showcases your dedication to culinary excellence and freshness.

By embracing seasonal experiences, you can create a dynamic and engaging dining environment that keeps your customers coming back for more.

6. Implement new payment technologies

In addition to these technologies, you may also want to consider investing in other things, such as a mobile app, a loyalty program, or a social media marketing campaign.

Related content: Pay at Table Technology – The New Standard in Restaurant Payments

By investing in the right technologies, you can make your restaurant more appealing to customers and improve your bottom line.

7. Learn to deal with customer complaints and criticism through restaurant customer service training

No matter how thoroughly you train your staff or how hard you work to provide exceptional customer service, mistakes, and complaints are bound to happen.

It is important to have proper protocols for dealing with customer complaints and feedback, and training your staff accordingly to ensure that the customer does not leave your restaurant unsatisfied.

• “When a customer complains, he/she is doing you a special favor; he is giving you another chance to serve him to his satisfaction.” – Seymour H. Fine  

Examples:

Here are tips for dealing with customer complaints and feedback:

• Listen to customer feedback and criticism. Let the customer express their concerns and apologize for any inconvenience caused.
  
  
• Offer to compensate the customer. This could be in the form of a complimentary dish, voucher, or discount on their next visit. This will make the customer feel heard and important and increase their chance of returning to your restaurant in spite of a negative experience.
  
  
• Gather feedback and respond adequately. Consider setting up an automated post-dining survey to gather feedback from as many diners as possible. Analyze the data on a daily basis and take actionable decisions accordingly.
  
  
• Use digital reservation systems to provide better customer service. This will give your staff access to customer information before they meet the guest, such as caller ID, diner histories, and previous spending patterns at your restaurant. Being prepared is often half the battle and reservation systems can help make the difference.

Related content: 55 Best Questions to Ask in a Restaurant Survey in 2023 

Related content: Introducing Automated Guest Surveys - the new, streamlined way of gathering guest feedback

By following these tips, you can ensure that your restaurant is always providing the best possible customer service.

8. Be attentive and efficient

Here are some tips for being attentive and efficient:

• Pre-plan your shift. Check the number of upcoming reservations and your restaurant data to identify the busiest periods and make staffing decisions accordingly.

• Set up your table layout in advance. This will save time and ensure that your staff is ready to serve customers as soon as they arrive.

• Train your staff to be productive. Each server should be responsible for a specific number of tables to ensure that each customer receives adequate attention.

• Be proactive. Anticipate customer needs and address them before they have to ask.

• Be responsive. Respond promptly to customer requests and inquiries.

• Be attentive. Pay attention to nonverbal cues and body language to identify customer needs.

• Be efficient. Avoid wasting time and moving tables unnecessarily.

• Be organized. Keep your work area clean and organized to improve efficiency.

• Be communicative. Communicate effectively with your colleagues to ensure that everyone is on the same page.

The customer should never have to make extra efforts to reach their server.

9. Appreciate & reward loyal customers

For customers who regularly patronize a business, personalized attention can significantly impact their experience.

Addressing them by name, recalling their order preferences and seating arrangements, and engaging in conversation fosters a sense of importance and encourages them to return.

Examples:

Here are a few useful tips

• A reservation CRM system can help staff have this information on hand.
  
  
• Complimentary desserts or personal greetings can also increase customer satisfaction.
  
  
• Loyalty programs are another great way to maintain a good relationship with regular customers.

10. Manage walk-ins better with waitlists

Embrace waitlist technology. Long wait times are a significant factor in customer satisfaction and their likelihood of returning to a restaurant.

Examples:

If your restaurant receives a lot of walk-ins, it's crucial to set up a waitlist management system that can help you handle crowds efficiently and ensure no one leaves with a negative experience.

Invest in a waitlist management tool that can help you maximize your floor setting and seat as many diners as possible, provide accurate wait-time estimates, and keep guests updated about their table with constant messaging.

This way, people are much more likely to wait to dine at your restaurant.

11. Personalize your interactions with your guests

Integrating various systems and technologies within a restaurant can significantly enhance operations and improve customer experiences. By connecting different aspects of the business, restaurants can gain a holistic view of their operations, streamline processes, and personalize interactions with their guests.

Example:

Consider a restaurant that integrates its point-of-sale (POS) system with its customer relationship management (CRM) system.

This integration allows the restaurant to store customer preferences, order history, and dietary restrictions directly within the POS system.

When a returning customer places an order, the staff can easily access this information and tailor their recommendations and service accordingly.

For example, if a customer has a gluten allergy, the staff can immediately identify and recommend gluten-free options. This personalized approach demonstrates attentiveness and enhances the overall dining experience.

Benefits of Integrations:

• Streamlined operations: Integrations eliminate manual data entry and duplication, reducing errors and saving time.
  
  
• Enhanced customer experience: Integrations enable personalized service, tailored recommendations, and proactive communication, leading to increased customer satisfaction.
  
  
• Improved decision-making: Integrations provide a comprehensive view of operations, enabling data-driven decisions to optimize staffing, inventory management, and marketing strategies.
  
  
• Increased efficiency: Integrations automate tasks and streamline processes, freeing up staff to focus on customer interactions and overall service quality.

Takeaways

While it’s tempting to associate great dining experiences with the selection and quality of food at a restaurant, that’s actually seeing less than half the picture.

A successful restaurant is also known for its customer experience, and they find pleasure in ensuring a customer’s journey from making a reservation at their eatery to walking out left the individual feeling good.

Improving your restaurant's customer service is the key to leaving guests amazed and satisfied, and the little pieces of advice mentioned above are a great starting point for illustrating the impact of this business function.