Customers are the life and blood of the food service business. To ensure continuous patronage, their satisfaction must be sustained. They always deserve preferential, prompt and consistent attention.
Dining staff must see to it that every customer is a satisfied customer who finds his dining experience gratifying, pleasurable and rewarding so that he/she will come back for a repeat patronage. No matter how good the food and the ambiance is, if the customer is traumatized or being troubled and dissatisfied with the service and the behavior of the staff, he/she may not come back and even mention his bad experience with friends that they will be discouraged from patronizing the restaurant.
To maintain the goodwill of guests, there are two major aspects of service that need special attention, namely the procedural and the personal dimension of service.
The procedural dimension provides the system needed for achieving consistency and efficiency of service while the personal dimension brings the personal touch that makes the guest feel highly valued, accepted and appreciated. It comes with a gracious smile, magic expressions, Wow factor and other ways of building and maintaining the goodwill of customers.
