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Top service is one of the best ways to encourage the sort of emotional reaction from guests that's likely to result in a positive review. We recently conducted a survey that looked into what guests want from restaurant staff and which staff behaviours are most likely to result in a positive review.
Our survey found that 49% of guests would prefer to receive more menu help and recommendations from staff – 66% felt that restaurant staff only offered this infrequently.
Guests also appear to value warm conversation as 40% stated they would enjoy more chat that goes beyond what is necessary for service. As 46% of guests found this happens infrequently, smart operators might find that hiring team members who bring a little bit of on-brand personality to their work or training existing staff in the art of small talk could make their business stand out.
Only a paltry 1% of guests felt that staff at casual dining restaurants would always adapt their pace of service to their needs; the same amount felt that staff would always go beyond their role requirements. However, a significant 61% stated they would like to see staff go above and beyond to accommodate their needs more frequently.
Guests like to feel special. Ensure your team is trained to provide a consistent and cohesive experience that incorporates the desires above - positive reviews could rest in their hands.
