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How to create an uplifting Customer Experience in your restaurants

Posted on Thursday, December 13th, 2012

In this interview with the Globe and Mail, Ron Kaufman, the author of the New York Times bestseller Uplifting Service: The Proven Path to Delighting Your Customers reveals the secrets for restaurants to delivering uplifting customer service. A few key takeaways include:

  • An uplifting service means giving people a little or a lot more than they expect. So it’s an upgrade, or an overall experience that leaves the customer feeling uplifted.
  • For restaurants to create an uplifting service, employees need to go beyond bringing menus, seating people, serving tasty food and delivering the bill because that only qualifies as good service. Restaurants need to educate their employees that the purpose of their job is – to take action to create value for whoever comes in.
  • Complaining customers are precious because they make the decision to tell you rather than someone else. They are giving restaurants an opportunity to fix what’s wrong and that’s when restaurants need to show appreciation and take action as fast as possible.

Creating an uplifting service culture is not optional but essential. So how do you create a service so great that keeps your restaurant guests coming back? First, make sure to have a Customer Experience Management program in place. It efficiently collects customer feedback and turns it into actionable insights so you can identify focus areas for each of your restaurants to improve on. Second, from the survey results you can also identify the satisfied customers and encourage them to recommend your brands to drive active advocacy. Third, a CEM program can help you figure out the “drivers of the drivers” for your customer loyalty. Many restaurants know what drive customers to their restaurants but what they don’t realize is that there are “under the surface” drivers that truly make their offering special to their customers.

Want to start building an uplifting restaurant customer experience and start gaining advantage over your competitors? Visit Food Services section to learn more.


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