In a recent survey conducted by SMG Benchmark Database, it was confirmed that when a server repeats a customer’s order back to them, it ensures the order was heard correctly and has a significant positive impact on the customer’s experience. When an order is repeated the customers were found to be satisfied 82 percent of the time versus the 60 percent satisfaction when an order was not repeated.
Verifying a customer’s order is a simple way to improve accuracy and minimize the number of problems your customer experiences. When an order was repeated the survey found that only 7 percent of the orders had problems versus the 20 percent that occurred when the orders were not repeated back to the customer.
Ultimately the quality of the food you serve will draw people to your service window; however customers are far more likely to return for purchases of your menu items if they feel valued by the person selling it.
Under-appreciated customers will look elsewhere to make their next food purchase. Reach out to each of your customers and make sure they know how important they are to your business. Give them the opportunity to meet as many of your staff as possible. Have your service window staff thank them for their business and ask them to tell them a little bit about themselves. When you or your staff creates an emotional connection with your customers, they are more open to hearing what you have to offer, and much more inclined to keep coming back for more. This interaction needs to be genuine and shouldn’t never be phony or insincere.