Great service is key to a positive dining experience, whether you have a fine dining establishment or a community pub. Interestingly most of our Silent Customers report that when they have a disappointing dining experience it is usually because the floor team are not adequately trained to pick up on mistakes or to deal with problems.  In reports where Silent Customers have been overwhelmed by their experience it has been because the waiters or bar staff have been knowledgeable, warm & friendly showing that the very basics of service are frightening rare.

 

We specialise in working alongside floor teams to build their confidence in understanding customer psychology. If you recognise any of your team as being unable to fulfil the list below then you should call us in as they will be losing you a lot of money!     

Banter basics - how and when to joke with your customers

Recognising the signs of an unhappy customer and how to approach them about it 

Using peripheral vision to prioritise and stay in control   

"Stop, think, go" tactics: how to avoid panic

Using eye contact and non verbal language to acknowledge customer needs

Pre-empting what customers will want next without asking

Dealing with the emotion of challenging feedback

Translating and understanding why some customers exaggerate complaints

Selling the menu

Asking for feedback