In this article we’ll focus on how a positive staff experience can build a loyal customer base thanks to…

  • Training
  • Listening
  • Staff rewards
  • Management example

Your QSR can offer a great menu, top-quality food and clean, hygienic premises, but falter on in-store service and your customers are going to notice – fast! Customer service is absolutely vital to building and maintaining loyalty. A single negative interaction can overshadow all other efforts, making it crucial for you to focus on training staff to deliver service with a smile. Here’s how you can ensure your team offers top-notch service every time.

1. Invest in training:

Start with a solid training program. Teach your staff how to greet customers warmly, handle complaints with patience, and create a positive atmosphere. Role-playing scenarios can be particularly effective, allowing staff to practice real-life interactions and learn the best ways to respond.

2. Emphasise active listening:

Encourage your team to listen to customers’ needs. Active listening helps in understanding customer requests accurately and can even help diffuse potential conflicts. When customers feel heard, they are more likely to leave with a positive impression of your restaurant.

3. Reward positive behaviour:
Recognising staff for their excellent service not only motivates them but also sets a benchmark for others to follow. Implement a reward system to encourage friendly, helpful attitudes – whether it’s an ‘Employee of the Week/Month’ programme or spot rewards for going above and beyond the call of duty.

4. Lead by example:
As a QSR owner, you and your management team need to demonstrate a friendly and positive approach. Take an interest in your customers. Try and remember their names, and family names. Then call them by name!  Employees will mirror these behaviours, creating a culture of exceptional service.

By investing time in training and fostering a positive culture, you can ensure your customers always receive service with a smile. And that smile can make all the difference in creating loyal patrons who return time and time again.