top of page

The Customer Comes First


The Customer is King. We have all heard that at one time or another. Let’s talk about that.

Customers;

Without them, our business wouldn’t exist.

Our best customers often help build our business

with referrals

Unhappy customers can do damage with negative

on-line reviews

Happy customers make us (business owners) happy

Our business should run with a focus on the customer. This is true for ANY business, especially so for those in hospitality. We must be sure to hire employees that have a drive to make people happy. We should train our team members to feel a responsibility to make every guest visit a great one. We need to give our employees the tools required to address our guests’ needs and follow through to ensure those needs have been met and exceeded.

Oftentimes our customers just want to be heard. It is imperative that every employee from the front desk attendant to the gardener understand that when a guest speaks to you, you must look at them and give them your full attention. Respond to the guest by repeating what they said in your own words and assure them that their request will be addressed. This means that the employee who spoke with the guest now owns that guest issue. If that employee cannot personally fulfill the request, he/she should speak with the manager, or the person who can. Once the request has been taken care of, the employee with the initial guest contact should follow up with that guest to ensure the request was handled to that guest’s satisfaction.

This proves to your guests that you are a company that cares. When issues are handled in this way, you are sure to build customer loyalty. Not only that, these actions help your employees feel a responsibility for the guests’ satisfaction and help them feel empowered. When your employees feel they can be part of the solution, they are more likely to be long term employees that help your business grow. Loyal customers and long term, caring employees are a direct route to a successful business!

12 views0 comments

Recent Posts

See All
  • Facebook

©2022 by The Restaurant Maven. Proudly created with Wix.com

bottom of page