It may sound like a cliché, but if your staff lack attention to detail in their day-to-day work, this will very quickly have an impact on their level of customer service standards. From my experience it usually boils down to a lack of training, and the staff aren’t always aware of how important their role is in running a successful bar.
I could actually write a book about this subject but, in this instance, I’m going to share just a few tips to help create a positive experience for your customers:
There can never be too much training
You need your staff to feel invested in your venue and the best way to do this is to get them more involved with the products that you offer. Let them taste any food or drink items that you want to promote – that way they will find it much easier to recommend it to their customers. When taking a booking make it common practice that your staff read back every detail to the customer. This will cut down on the room for error.
Make sure that everyone is aware of the correct manners and what not to do, for example, if it’s busy and people are waiting to be served, ensure that your bar staff acknowledge this and say ‘thanks for waiting’ to every customer. It immediately lowers the frustration levels that usually arise when waiting to be served.
Get your staff to learn the names of your regular customers and take note of what they like to order. They’ll feel more connected when staff remember details about them.
All of your staff should be made aware of basic hygiene principles but make it clear that you expect more than the basics. Keep the bar area and customers areas tidy and clean at all times. If you provide things to read, make sure that your staff tidy them away after customers have finished with them. There’s nothing worse than walking into a bar with empty glasses, dirty tables, used plates and newspapers strewn around everywhere. First impressions count so don’t neglect your hygiene or your décor.
Treat every customer, no matter how much they’re spending, with the utmost respect. Whether a customer is ordering one coffee or a £200 bottle of champagne, it’s the attention to detail that counts. You need to make it clear that you care about the little things – no chipped cups or glasses with water marks, ask if they want cold or warmed milk with their coffee and always serve chilled bottles in an ice bucket. It’s the little extras that make individuals feel more taken care of and more likely to return.
A complaint isn’t always a bad thing
If you have a complaint, the most powerful thing you can do is to acknowledge how important it is and resolve it quickly. A bad customer experience can be turned around and the end goal is to avoid losing their business. Make sure that you have a process in place for handling complaints and ensure that your staff are aware of it. You could even prepare a list of pre-set responses to tackle the most common scenarios such as complaints about toilets, food, service or even staff members. The key thing is, it’s how you deal with the complaint, not necessarily the subject of the complaint that counts.
Key Brand Associates can work with you to improve and provide a consistent customer service standard. If you want to stand out from your competitors and learn how to provide an unforgettable customer environment, then get in touch.