When dining out, consumers want to enjoy all aspects of the experience. However, sometimes establishments miss the mark, resulting in an upset customer or negative online review. Even though complete perfection isn’t attainable (we’re all human), some key areas matter most to guests — and should always be a top priority in your operation.
Keep it clean
A clean environment matters to most people. One study showed that 90% of customers rated cleanliness as a top factor in whether or not they would revisit a business. And here’s the truth, sanitation and cleanliness matter even more in the foodservice industry — people want their food handled with great care and clean hands. We all know that a clean kitchen is a top priority and vital for food safety. But, if the front-of-house isn’t spick and span, your guests will question management’s capability and the safety of their food.
Keeping things clean is about limiting different pathogens in the environment, but it’s also a perception. A clean operation influences the ambiance and entire dining experience. In fact, flaunt your cleanliness. Show your patrons that you run a tight ship by having a spotless entry, tidy bathrooms and presentable staff (with clean attire).
Furthermore, the floors should be swept (or vacuumed) and the tables should shine, as should the plates, utensils and glassware. Consider writing up a standard operating procedure for cleanliness standards. In addition, think about investing in a quality dishmachine and booster water heater (to up the sanitation level) and bring the ultimate in cleanliness to the table.
Excellent service
As the foodservice name implies, service (and excellent service at that) is crucial to customer satisfaction. Greeting guests with a smile is a perfect way to start, but being nice only goes so far. In addition to friendly staff, diners want to be seated quickly (or know their approximate wait time). And once they're seated, getting drinks and meals to the table promptly is crucial to customer satisfaction.
If staying on top of meal orders is proving tough, start by taking an inventory of the equipment you have on hand. Is your cooktop, griddle or oven getting up there in age and not able to keep up? It might be time to look at upgrading to something that has quick-cooking technology. Or, are peak foodservice times the main issue? Consider purchasing cold or hot-holding equipment that allows your operation to prep larger quantities ahead of rush times.
Consistent quality
A foodservice operation might be super clean and have the best service around, but if the food doesn’t cut it (time and again), customers won’t keep coming back. Sticking with standardized recipes is one way to keep things consistent, but it isn’t a perfect method. One cook might do things just a tad different, distractions can occur and cook times might vary.
Automated equipment is one solution to maintain food’s consistent quality. Features such as programmable presets allow operators to input multiple recipes so each recipe’s temperature and timing are consistent. Many built-in and portable induction cooktops are a great example of this automation at play. Program recipes in advance and just like that you have consistent cook cycles and results, without all the constant oversight. Your establishment could also benefit from warm- and cold-holding equipment such as heat lamps, strip heaters, cold shelves or frost tops to preserve that “just prepared” quality.
The greatest asset.
As a foodservice professional, you know that customer happiness requires careful planning and attention to detail. In addition, the right equipment can be one of the greatest assets in achieving that goal. Interested in learning more about equipment that will please your customers? Take a look at our blog post, Foodservice Equipment That Supports the Customer’s Focus on Health.
