Eliciting customer feedback in restaurant
Students are encouraged to seek ‘informal’ feedback from their customers and record their comments on this sheet for later evaluation.
THIS DOES NOT MEAN THAT YOU ARE REQUIRED TO STAND BESIDE THE CUSTOMER AT THEIR TABLES WITH A CLIP BOARD, PEN AND PAPER! The collection of informal customer comments should be much more discreet than this.
You are encouraged to take the following action:
A few minutes after you have served the first course of the meal you go back to the customer’s table and ask the following question:-
“How is your meal, - is there anything else you need?”
This will provide the customer with the opportunity to contribute any comment they feel appropriate without feeling pressured into a formal situation.
Later, when the main course plates are cleared you ask a further question:-
“How was everything?”
This will again provide the opportunity for the customer to state their opinions, which could be quite valuable to us. Even if there is considerable plate waste this is an opportunity for us to discover what the problem was. There may be no problem at all - simply that they are full and have had sufficient to eat. BUT let them tell us what the reasons are.
Once the comments have been collected, it may be necessary to react and take immediate action, but then you should write any distinct comments down on this form for discussion and evaluation with the lecturer and “Co-ordinate Team” later.
NEVER ASK QUESTIONS WHICH MAY BE PERCEIVED AS HAVING A NEGATIVE IMPLICATION
e.g. Is there anything wrong? XXXXXXXXXXXX (never ask this
THIS DOES NOT MEAN THAT YOU ARE REQUIRED TO STAND BESIDE THE CUSTOMER AT THEIR TABLES WITH A CLIP BOARD, PEN AND PAPER! The collection of informal customer comments should be much more discreet than this.
You are encouraged to take the following action:
A few minutes after you have served the first course of the meal you go back to the customer’s table and ask the following question:-
“How is your meal, - is there anything else you need?”
This will provide the customer with the opportunity to contribute any comment they feel appropriate without feeling pressured into a formal situation.
Later, when the main course plates are cleared you ask a further question:-
“How was everything?”
This will again provide the opportunity for the customer to state their opinions, which could be quite valuable to us. Even if there is considerable plate waste this is an opportunity for us to discover what the problem was. There may be no problem at all - simply that they are full and have had sufficient to eat. BUT let them tell us what the reasons are.
Once the comments have been collected, it may be necessary to react and take immediate action, but then you should write any distinct comments down on this form for discussion and evaluation with the lecturer and “Co-ordinate Team” later.
NEVER ASK QUESTIONS WHICH MAY BE PERCEIVED AS HAVING A NEGATIVE IMPLICATION
e.g. Is there anything wrong? XXXXXXXXXXXX (never ask this