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