A Server's Perspective on Customer Service

After almost 17 years as a server, I have much to say about customer service that I want to share with others in the field. If you work directly with people, you need to understand how your body language impacts a customer's experience regardless of whether you are serving them or not. How management and co-workers treat each other is also crucial to how well your customers view the business. And lastly, the results of consistently providing excellent customer service to clients and building relationships with them.

As a restaurant server, the layout of the restaurant I worked at was pretty open. Customers observed everyone's body language cues and could often pinpoint tension between individuals. Quite often, I have had customers ask me what was wrong with some of the servers because they overheard a negative tone or noticed their server had a set jaw. This atmosphere causes discomfort for customers because they are at the restaurant to relax, enjoy some food, and talk with their favourite servers. Customers are less likely to enjoy coming to a restaurant if they sense tension amongst the staff. If servers are experiencing strong tense emotions, they should be allowed to go and cool down. Teach staff how to talk to each other and to recognize that they need to be a team. Staff also needs to be self-aware, and if they have arrived to work in a rough frame of mind; it would benefit everyone if said person mentions that they are having a tough day.

Another thing to be aware of, customers can tell when you do not want to serve them, purposely ignoring them until a co-worker calls you to help the customer, is not a good first impression with your customer. Just do your job, take care of your customer, get to know them, and be happy you have a job! However, if you have a personality conflict with a customer, be nice to them but let your co-workers and employer know later about this issue. Knowingly avoiding serving customers who have a type of disability because you are not patient, you might want to reconsider working in a restaurant (or anywhere else that is) because that is a form of discrimination. People are people, and if it is your job to serve them; do it to the best of your capabilities. Learn sign language, keep pen and paper close by, or whatever else you need to do to provide your customer with an excellent experience.

The treatment of staff by the employer and each other is also crucial in maintaining a pleasant atmosphere. The employer is responsible for making sure every single person is on the same page as them. Now, that might mean having a quick meeting at an arranged time of day. It could be an issue that needs to be corrected but might be better coming from a supervisor. Or, set up a communication board for everyone to see the updates they should know. It is never alright to tell your customers that your staff is not working as well as you wish. Doing this brings down morale and potentially creates more staff-induced mistakes because they are now fighting back their fight-or-flight response, not to mention their emotions. This action also makes the employer appear to be a jerk in the eyes of the customers. Customers may not want to support a business if the employer cannot maintain a professional facade.

If there is an established hierarchy and has existed for a long time, employers need to keep their supervisors informed of any changes to that hierarchy. It is common courtesy and an easy way to assuage confusion, emotional reactions, and reassure existing supervisors that they are still needed. No supervisor should need to discover there is a new assistant manager after returning from cleaning the washrooms.

If someone is not performing their duties as they usually do, instead of making cutting remarks and making them feel insignificant, perhaps ask them if something in their life is impacting them. People do not stop working well for no reason. There is always a reason. No one wants to work at a job where they feel worthless, undervalued, and disrespected. Also, customers do notice these things. If your long-term supervisor has customers who see how awful their employer (and staff members) treats them; the customers your loyal supervisor helped you bring in and keep, might end up leaving and taking them along too. Any person who has devoted themselves to almost 17 years of providing excellent customer service will have built up an impressive array of customers willing to follow them wherever they choose to work next.

If an employer informs a long-term employee, they are not trusted without an actual reason, do not expect your employee to continue doing their best. That has a significant impact on how they relate to you and if you do not trust them, then fire them and take the financial hit. Better than the absolute torture you put them through because you refuse to communicate professionally and effectively. How can you expect an employee to do their best when you undermine everything they say and do, and frequently change your expectations on presenting items.

Staff members need to understand the difference between mentioning a mistake has been made and harping on any errors that a member has created. The work environment should not be a breeding ground for bullying. Having a long-term employee almost quit several times in a year shows how low morale is.

Finally, how is an excellent customer service experience different from a good one, and why is it important to excel at serving? It starts before a customer even walks in. The tables should be clear, clean and tidy. Stock everything that needs refilling. The staff should be ready and paying attention to their surroundings while performing their tasks. As soon as a person walks in, greet them. Let them know that if they need a few minutes to wave or call out to you. Keep an eye on them while doing a task but do not make them feel uncomfortable; some people are sensitive. Doing this lets the customer know that they are there; it also alerts staff members to keep a precautionary eye out in case of trouble. The customer has decided what to order, proceed to help them with the details of their order, ask them how they are while you make their food. Listen to them but be mindful of time constraints; also be aware that some people are just lonely and if you are busy, tell them you will have to talk another day. Or, if you have trouble, let staff members know you have issues with escaping conversations. Always stay pleasant in these situations; this is a crucial building block to creating relationships with customers. If you are experiencing a rush, complete orders quickly but do not make your customer feel like they are an inconvenience or that you want only their money. Have 1-2 minute conversations, read their body language, be friendly and approachable.

In the past, many customers approached me and thanked me for always providing a friendly smile, enjoyable food, and quick service. I even had one tell me that in all the years he had known me, I never once greeted him without a smile; he didn't know this, but I was having a very rough day. His words made me feel better because I did not realize how good seeing my smile made him feel. Another customer wrote a letter to my employer to tell him how much of a treasure I was. No matter the situation, I was always able to maintain a cheerful and helpful disposition.

There were a few times that I ran the restaurant alone for different parts of a Saturday. Each had a different set of circumstances, but the one thing they had in common was my approach to the situation. Rule number one, do not panic! Serve your customers, call for help when you have a minute and do not say anything offensive about where your scheduled co-worker is to any of your customers. Remain professional, act quickly, and do the best you can. Adrenaline is your friend here, focus it and use it to get through the hard parts. Smile, be friendly with your customers, they will understand that you are alone and doing the best you can until help arrives.

I hope my experiences can help people learn how significant it is to treat each other and customers, in a manner that allows communication to stay open, welcoming, and inclusive no matter what form it takes.