AJAR.id – All service staff must monitor patrons during service for signs of dissatisfaction. This means keeping alert for non-verbal cues that indicate displeasure, and listening for negative comments that can be over-heard. Checking customer satisfaction must apply to both food and beverages.
There are two ways for checking customers satisfaction with food, which are:
When a meal has been served to the customer, it is important for service staff to revisit the table a few minutes later to check that the meals are to the customer’s satisfaction. This is commonly known as the ‘three-minute check’.
It involves approaching the table approximately 3 minutes after the last meal was placed on the table and making an enquiry along the lines of “Is everything to your satisfaction?” or “How are your meals?” Individual venues may have standard statements for you to use when making this 3-minute check so check with your supervisor and adhere to specific enterprise requirements. It is assumed that after three minutes, a customer will know if they are satisfied with their food.
- Providing additional food items
The service of additional items should be in accord with normal service practices. There should not be a lesser standard of service simply because the items are ‘additional’. Items may include the service of condiments and side dishes such as:
- Tomato sauce
- Tabasco sauce
- Fish sauce
- Soya sauce
- Tartare sauce
- More butter
- More bread or rolls
- Side salad
- Bowl of fries
Some additional equipment items that may need to be provided can include:
- Extra cutlery – to replace items that guests may have dropped on the floor
- Extra crockery
- Extra glassware
- More serviettes
- A finger bowl
- A scrap bowl – depending on the menu item being served.
Nurturing You to Grow!
Written by: Alan Hickman, Nick Hyland
Subject Matter: Provide Silver Service