How to achieve outstanding service - as told by customers

What makes a server stand out and would prompt a nomination as outstanding?

• The staff member to create a memorable experience.
• For them to make an effort to engage with a customer beyond usual small talk e.g., asking about their plans or noticing a potential hobby.
• To show a level of energy beyond that of ‘going through the motions’ e.g., “more smiley and chattier” or showing joy in their job.
• Offering a gesture of good will when there has been a problem.
• Offering an item on the house unexpectedly.
• To take time out of their job to help with a query/complaint.
• To show attentiveness to the transaction e.g., noticing a purchase of a hot item that could spill and reminding the customer “to be careful with it”.
• To appear genuine through tone of voice and body language/smiling.

What actions impact the experience negatively?

• Just ‘going through the motions’.
• Being preoccupied by getting to the next customer.
• Being dismissive of feedback/complaints.
• A lack of engagement e.g., a genuine greeting, parting comment or polite conversation
• A lack of enthusiasm during the transaction or disingenuous enthusiasm.
• Not treating each customer as individual.

What takes an experience from ‘good’ to 'excellent'?

• For something memorable to happen that could be talked about.
• Staff going the extra mile (not necessarily with them but with other customers as well).
• Receiving genuinely warm service with some polite conversation.
• The energy of the team.

Looking for help with elevating service and customer experience?

HGEM offer Mystery Guest Audits and Feedback Sites to help brands improve customer experience and operations.