At Metropolitan we like to emphasise the importance of great customer or guest service. Our experienced instructors all agree that this is a highly important skill that is overlooked regularly by those working in the industry. Here are a few tips to help you improve your customer service skills.
- Make an effort to get to know your guests.
If you want people to have a great time whilst sitting in your bar then it is vital that you get to know them. Engage them by asking questions, find out who they are, where they come from, what they do, if they have any interests and, most importantly, what they like to drink. Asking about these things tells your customer that you are interested in them and makes the feel important. It also makes them feel like they chose a good bar to drink in. If customers feel valued they are far more likely to come back.
When these customers came back for a second time make sure that you REMEMBER what they drink and who they are. It is a certainty that if your customer returns, probably with some friends who they have told all about your “great bar” where the staff “really get to know you”, and you greet them with a blank face they will not be back again. A bartender who remembers someone’s name and what they drink not only guarantees repeat business but also good tips.
- Make suggestions and, if you can, offer samples.
This is a very underrated skill. If you make appealing suggestions to your customers that you can then turn into upselling it is a win win situation. For example, if your guest asks for a vodka martini, respond by asking “would you like to try it with (the name of your premium vodka)?” or as you have taken the time to get to know your customer and therefore know that they really like mangos suggest a cocktail that contains mangos. Maybe even offer them a sample. Before you know it you will have sold a couple of mango delights and made your customer feel valued all because you remembered the name of their favourite fruit.
To really emphasise our point here are some great quotes to remember!
Do what you do so well that they will
want to see it again and bring their friends.
If we don’t take care of our customers, someone else will.
If you make customers unhappy on the Internet, they can each tell 6,000 friends.
Customers don’t expect you to be perfect.
They do expect you to fix things when they go wrong.
Give trust, and you’ll get it double in return
The quality of our work depends on the quality of our people.