Mediocre vs Excellent Customer Service

Mediocre Restaurants

😕 Wait for the guest to complain

😕 Let a guest struggle

😕 Let mistakes happen

😕 Treat guests like just another customer

😕 Limits interactions

😕 Letting the crazy busy times degrade the quality of service

😕 Prioritizing other tasks above customer requests

😕 Maintaining the status quo

Excellent Restaurants

🤩 Notice what’s wrong and offer to fix it before they ask

🤩 Go out of our way to assist a guest in their time of need

🤩 Take responsibility for mistakes

🤩 Smile :), make friends, use their name

🤩 Follow-up obsessively to the point of your embarrassment

🤩 Acknowledging guests, setting expectations, acknowledging their needs, checking in

🤩Handle customer needs promptly

🤩 Surprising and delighting guests with local discount, offering something new, giving a sample drink or treat

Excellence Wins

How to distinguish our restaurant from the masses

I never thought I was picky until I started making a list of my favourite businesses.  I was curious.  Hoping to learn from good businesses, I wrote out a list of my all-time favourite businesses.

Turns out, I am really picky when it comes to shopping.  I will walk down the main street and walk past businesses that are offering the exact same thing I’m looking for to go to my preferred business of choice.

What distinguishes one business from another? Why do I choose one business over the other?  It’s because some businesses shine brighter than others.

<aside> 🪄 Some businesses are excellent.  Other businesses are just, well, mediocre.

</aside>

Here is a part of my list and ways my favourite business and brands show excellence and why I then choose more often over their competition.

• Apple- always works, easy to use, attractive interface
• TD Bank - Follows up after sensitive phone calls
• David’s Tea- attentive service makes sense of all the options
• McDonald's- consistent product, fast, friendly &  clear service, super clean
• Starbucks- innovative products, beautiful space, bright service
• Amazon- fast delivery, easy to use
• County Yum- the burst of flavours in quality fresh-made food
• Crowes Footwear- knowledgeable service
• Kelly’s - new hot products all the time, personalized service
• Uniquely Yours Embroidery- remembers my name and my last orders

Try it! Why do you choose your favourite businesses?  I’ll bet your list will end up like mine: a list of ways businesses show they are more excellent above the mediocre.

Even though they are in different sectors, The Vic Cafe can learn something from these businesses.

<aside> 🪄 Excellence in customer service is not only one of the Vic Values but an absolute necessity to success among the competition. What are some ways the Vic can show excellence in customer service?

</aside>