What do customer look for in a restaurant experience?

Customer service is the cornerstone of a successful restaurant, as it is the main key to success. First impressions are permanent and important. The key to success is happy customers who want to return again and again.

To ensure the success of your restaurant, your every member of management matters because they are who makes every contact pleasant, reliable and stable.

  • Making real sincere contact with customer: 

Customers/ guests at your restaurant want deeply to fell human, not like a number, so the staff has to make real sincere contact with them as it is a great way to starting off their experience at your restaurant on a positive note.

  1. What can you do to make customers feel special and connected?
  • Customers want to want to communicate with you, make eye contact and have a human experience in your establishment.
  • Start off by giving a real greeting, instead of giving a mumbling “hello.”
  • Try to learn the names of regular guests and make them feel appreciated and acknowledged.
  • Communicate with your customers online and try to be active on social media.
  • Respond calmly to negative reviews/remarks
  • Try to make suggestions while making an order that seem sincere and unique.
  • Menu Flexibility, easy to choose and order:

“I need something gluten free, dairy free, fat free, organic, and following paleo guidelines.”

Customers often have food preferences, seasonal allergies or other dietary restriction. (Help your customer if they want to make changes to their meal). Menu should have a coherent theme. A good menu has a balancing act. Restaurants should offer a smaller number of dishes and presenting them very well. Keep your menu aligned.

Here are some useful tips while making your restaurant menu:

  • Group your most profitable items together.
  • Don’t use dollar signs.
  • Let your menu be a tour guide. This can be accomplished through photos and/or creative text. Consider hiring a copywriter to craft a compelling menu.
  • Keep your menus clean – no grease and no food or water stains. Get rid of worn or torn menus.
  • Update your menu and prices at least once a year.
  • Build your menu around popular items.
  • Make sure your staff is thoroughly trained and has memorized the menu.
  • Don’t forget to put your menu on your website and make sure it is easily accessible from a mobile phone.
  • Travelers using their mobile phones are more likely to visit your restaurant if they can see at a quick glance what you are offering.
  • Well Trained Staff/ Management:

Having well trained staff is without a doubt a key element of a customer’s experience, especially when it comes to fine dining. This is one of the most important pieces of the puzzle – well trained staff/management. Provide continual training in terms of new changes in menu items, including seasonal items.

  • Does your restaurant want to know how to analyze your business to make sure it runs profitably?
  • Many small restaurants pay least attention day-to-day to the operation of their restaurant. Keep checking how many customers you are feeding on daily bases. Break it down by mealtime.
  • Try to find out what are your most profitable menu items?
  • What does it cost to make each menu item?
  • What’s the profit margin?
  • Keep checking of most ordered menu item?
  • If customers aren’t making an order of dishes, take them off your menu. Are you sticking to it?
  • How much does a restaurant spend on their labor as compared to your restaurant sales?
  • Do you have sales goals? Are you meeting them?
  • Taking Payment Quickly:

It is not about making them paying you off quickly but let not make them wait too long to make you pay off late. Staff needs not to waste time sitting around waiting to pay, get change or receipt, is the poor way to end of the meals. It is the best way to show the customer that you respect their time and care.

Main attraction of an ideal Restaurant:

  • The themed restaurant
  • The cuisine should have a combination of desi and continental European styled dishes
  • The location is the major part of the restaurants appeal of course
  • Spectacular Lights
  • Brings a touch of class
  • Music playing at the background matters the most
  • Different seasonal themes
  • Cleanliness
  • A sound and constructive relationship between Customer and Manager
  • Extensive Buffet Services
  • Food
  • Ambiance
  • Lightning
  • Dedication to using seasonal ingredients
  • Specialties on the menu
  • Offering traditional South-Asian cuisine at affordable prices
  • Interior of the restaurants, convivial atmosphere which allows patrons to enjoy the best of Pakistani cuisine in a laid back and no frills environment
  • The waitress should present everything in a tapas style
  • Restaurants are the best place to experience the incredible wealth of culinary delights. Try to be one!


Ahsan Mahmood

Bahria University, Islamabad.



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