Customer Service is the Bottom Line

3 Ways To Be Exceptional Every Single Time

Growing up in the restaurant industry, I would always hear things about how service affected the whole dining experience. I was trained to always make sure that the guest was well taken care of — whether they were right or wrong.

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The truth is, what my definition of customer service doesn’t matter. What matters is the customers’ perception of how their dining experience was.

When it comes to perception, there is no right or wrong. It’s either the dining experience was great or it wasn’t. Just because a dining experience in this exact moment isn’t as great as it could be, you can always win over a customer by the time that they leave, as long as you are paying attention to their needs.

But so many restaurant owners are so focused on getting new customers or marketing their restaurant that they tend to forget about what made them special to start out with — and that boils down to service.

Click here to read the three ways to ensure your service is exceptional — every single time.

This article was originally published on FoodableTV on 12/5/16.

The Reality of Customer Service Going Into 2017

I have never been one to go into the new year making predictions about what’s going to happen, because the truth is, in this industry, it can change instantly. Something working one day doesn’t guarantee it will continue to work two or three months from now. You have to be willing to adapt — and adapt quickly.

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This is why we are seeing smaller chain restaurants on the rise. It’s easier for smaller businesses to activate change within itself than it is for major companies like McDonald’s to make changes. (But that’s an article for another time.)

Click here to look at the reality check of evolving consumer expectations throughout the years, and how you can prepare for the rest of 2017.

This article was originally published on FoodableTV on 12/19/16.

3 Reasons Why Your Brand Needs To Sound Human Online

Online interactions with your customers are becoming increasingly popular, and many big-name brands, restaurants, and businesses out there have taken to social media. However, your online presence shouldn’t just be a digital billboard and your feeds shouldn’t be filled with constant promotion.

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There’s nothing worse than seeing an amazing photo on Instagram with the description “Our NEW [insert food item here] really beats the heat. Make sure to grab one today,” followed by a list of a million hashtags that aren’t relevant.

I didn’t want to pull an example from the platform because I didn’t want to put anyone on blast, but with 2017 right around the corner, I wanted to take a moment to stress the importance of sounding human online!

Click here to see the three reasons why it’s crucial to sound human online.

This article was originally published on FoodableTV on 10/25/16.

4 Steps to Handling Online Customer Complaints With Poise

In the world of digital media, there’s a right way to handle customer complaints, and then there are multiple wrong ways. And the wrong ways just feel so much better in the heat of the moment, too.

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One of my least favorite sayings in the restaurant industry, one I have heard often going through the ranks, is that “the customer is always right.” I don’t agree with it because I definitely think the customer can be wrong, and it’s okay to tell the customer that they’re wrong — as long as you do it the right way.

But that’s not what we’re talking about today.

We’re talking about the digital world, where something can be shared with the click of a button. Brands have gotten themselves into some muddy water with the way that they have communicated with their customers online.

Listen, I get it. There’s nothing more satisfying than telling off the disgruntled customer who gave you a 1 star for being too expensive or that your restaurant is too modern or hipster. Or the customer who is never satisfied with anything in life and has to make everyone around them miserable, including your staff.

It feels so good — for a moment — but then you have potentially lost more customers by telling that person off because it’s public. Even if it’s sent in a private message, it can easily be screencapped and shared with all of the world to see.

Click here to read HOW to handle online reviews with poise!

This article was originally published on FoodableTV on 9/1/16.