Expert View: Quit complaining - The customer isn't always right
Customer service. Long the bain of the discerning shopper in Liverpool but times are a changing and the evidence of improved and in fact, very good customer service has never been more apparent than in our restaurants, particularly those with a coherent and committed policy towards training their staff.
So good has the service become… witness it for your self in the likes of 60 Hope Street, Il Forno and Malmaison… isn’t it about time that we learned how to be good restaurant customers?
Through our client base, we get to experience the many different varieties of eatery in the city and of course, eating out is always about the ambience as well as the food.
I can’t tell you how many times I’ve had it ruined though by some pompous (often business) type being incredibly rude to staff without justification just because he or she thinks the world owes them something and they’ve got a few quid. In our book of restaurant marketing parlance, the customer is NOT always right if he or she feels it give them the right to treat waiting-on staff as second-class citizens.
The prevailing image in the UK of someone working in licensed and leisure is still of a transient type who could do better rather than that of an aspiring careerist on the way to the top of their game. And sometimes that all too obviously manifests itself in the behaviour of your arrogant suit.
Of course, the issue cuts across all restaurant footfall and it’s not just about the suits. So, whoever you are or think you are (!) never mind about complaining.
Here are seven golden rules on being a good restaurant customer:
1, Don't talk on your phone while the waiter is taking your order. It’s a two-way relationship and he or she wouldn’t do it to you.
2, Please ask about menu items once your guests are all seated if you’re in a big party, rather than ask the poor waiter to repeat over and over as they trickle in. It’s the wrong way to start the evening.
3, Don’t get personal with the waiter, so you think you own him or her for the night. Nobody likes over-familiarity in everyday relationships so what makes you think your waiter will appreciate it?
4, If you know the proprietor of the restaurant, just ask the waiter to pass on your regards to them in case they are present. Don’t play ‘Billy Big Biscuits’ sounding like you’re his or her best mate and are looking for special treatment or a discount. It’s embarrassing and won’t work. Anyway, if the restaurateur was your best mate, he or she would have personally invited you.
5, If the restaurant has a ‘bring your own wine’ policy, ring in advance to check they don’t stock, e.g. your favourite New Zealand Marlborough. If they do, don’t bring it!
6, Move to pay the bill soon after receiving it and don’t hide it under plates or you’re bag. Don’t make it a treasure hunt for the waiter. It’s degrading and makes it look like you don’t want to pay.
7, Tipping is your prerogative, but always do it in cash. Ten per cent is sufficient and courteous, whilst beyond twenty per cent is entering into Bill Big Biscuits territory again.
Make the waiter feel appreciated not subservient and that’s the key to a successful restaurant experience for all concerned!
If you have any comments please email me on joel@ubiquitypr.co.uk
Bon Appetite!
Joel
Ubiquity PR
