The restaurant industry is highly competitive. According to Restaurant & Catering Australia, low profit margins coupled with a lack of business skills and experience by the owners sees many restaurants, cafe’s and other food businesses quickly come and go.

Why is it that one restaurant can be positively bustling, while the one next door remains completely empty? What makes a restaurant one of your ‘locals’ or favourites and what sorts of things do they do wrong that makes you vow never to return.

Often you can just walk past a new restaurant and sense it’s impending doom. The swanky new fitout and eager staff soon turns to placing an A-frame with a huge list of ’specails of the day’, two for one deals and then they start desperately modifying their menu to cover every conceivable cuisine.

I’ve compiled my own list from my experiences on what restaurants do wrong and I’ve listed some tips on what they could do right. I’d love to see your suggestions!

1. As soon as people arrive there should be someone to immediately come out and greet them or at least have a waitress say ‘Won’t be a moment’ as they walk past. Too many times have I been to a restaurant only to stand at the entrance awkwardly for several minutes unsure of whether we should wait to be seated or just seat ourselves while waiters walk past.

2. Give customers a menu straight away along with some water. It’s not a good start if customers have to flag you down right from the start just to get a menu or some water.

3. Once they’ve ordered you should give them a little something for nothing. My favourite indian restaurant always brings out pappadums with our drinks and some restaurants bring out bread and butter while fine dining restaurants often bringing out a pre dinner appertiser. Get people in the right mood with a warm up snack. How much is a couple of baguette slices and a bit of butter going to cost?

4. Take orders promptly - have staff trained to constantly scan the dining room. Even dedicate someone just to stand there and watch the dining room and meet and greet customers. How many times I’ve had to utter ‘excuse me’ as a waitress streaks past my table (most of the time they don’t hear you) or wave my arms in the air just to catch their eye. Sometimes it feels like I practically have to do a handstand just to get their attention! Restaurants lose potential $$$ if people find it too hard to order another round of drinks and it’s VERY annoying when the staff are clustered together behind the bar chatting ignoring the customers.

5. When staff deliver the mains they should double check to see if this is all that was ordered. Very often a side dish, rice, sauces etc aren’t delivered and then it’s annoying when you have to flag down a waiter yet again to get these delivered. Half the time you’re already halfway through your meal when it finally arrives.

6. Check how everything is going. If they’re not happy with their meal then do something about it quick eg if the steak is undercooked, it’s cold etc. If it’s all good then restaurants might get another drinks order or side order.

7. Another little freebie with the bill always goes down well. A couple of chocolate mints and refresher towel is great or even some fruit (Chinese restaurants are big on this.) 

I’ve forgiven average food but never bad service.  If restaurants and cafe’s really focused on giving great service then good word of mouth and loyal customers will soon flow. The staff will also get better tips!

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