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A recent MasterCard poll suggests that 80% of all restaurant complaints are related to poor service, not inadequate products. Over 20% of those surveyed indicated that they would never return to a restaurant where they received disappointing service.
Likewise, the National Restaurant Association reports that the biggest reason customers do not return to an establishment is related to the quality of personal attention and treatment they receive from the hospitality staff. Customer service is very much the key to getting your customers to return to your restaurant (and spend more money!).
An effective server is much more than an "order taker." Rather, he or she is usually the primary contact between your customer and your restaurant. As your company representative he or she can increase a restaurant's profits and ensure that guests leave the restaurant to tell their friends what a wonderful time they had. On the other hand, when a customer has a bad dining experience they often do not take the time to tell your manager of the problem. They leave and never return. The story of their poor experience is often magnified 10-fold and relayed to many of their friends, who tell their friends. One bad experience in your restaurant can cost you many customers. Can you afford it?
Our experienced team of undercover diners are trained to evaluate your staff's performance and your company's customer service. We will encounter your employees in everyday customer service situations to provide you with a true, unbiased measurement of customer service and experience. We will show you what your team strengths and weaknesses are and where your training dollars would be more beneficial.
Click Here to learn how undercover dining can help you.
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