Lots of hospitality venues consistently provide good service, but may struggle to hit that A+ mark, as outstanding service is often subjective to individual guests.
In order to help us pinpoint the exact steps team members have to perform in order to achieve excellence, we asked a number of you, our Mystery Guests on the subject. Here’s what you had to say on outstanding service.
What makes a server stand out and would prompt a nomination as outstanding?
The staff member to create a memorable experience.
For them to make an effort to engage with a customer beyond usual small talk e.g., asking about their plans or noticing a potential hobby.
To show a level of energy beyond that of ‘going through the motions’ e.g., “more smiley and chattier” or showing joy in their job.
Offering a gesture of good will when there has been a problem.
Offering an item on the house unexpectedly.
To take time out of their job to help with a query/complaint.
To show attentiveness to the transaction e.g., noticing a purchase of a hot item that could spill and reminding the customer “to be careful with it”.
To appear genuine through tone of voice and body language/smiling.
What actions impact the experience negatively?
Just ‘going through the motions’.
Being preoccupied by getting to the next customer.
Being dismissive of feedback/complaints.
A lack of engagement e.g., a genuine greeting, parting comment or polite conversation
A lack of enthusiasm during the transaction or disingenuous enthusiasm.
Not treating each customer as individual.
What takes an experience from ‘good’ to 'excellent'?
For something memorable to happen that could be talked about.
Staff going the extra mile (not necessarily with them but with other customers as well).
Receiving genuinely warm service with some polite conversation.
