Customer Transparency

A funny thing happened to me the other day. I was calling to make a large party reservation at a local pizza and tap house. It was a Monday and it was snowing all day, so I didn’t expect a reservation would even be necessary, but I decided it was better to be better safe than sorry and gave the restaurant a call. As I gave the details of my party, I nonchalantly joked that given the weather a reservation was probably overkill. The staff however immediately informed me that not only was it trivia night, but due to the large crowd I probably wouldn’t get great service if I came tonight.

I work for a restaurant supply company and as a local food tour guide. I’ve followed the restaurant industry for decades. And I can honestly say this is the first time someone has ever told me that their service would suck that evening.

It made me like them even more.

While I didn’t make my reservations there that night, you can bet that it won’t be long until I make reservations there again soon. Why? The food is great and we enjoy going there. But more importantly I really appreciated their transparency with me. Instead of risking a terrible dining experience that would make a customer fail to return, the staff was straight up honest with me and set expectations exactly where they needed to be.

It was refreshing.

When it comes to customer transparency and setting expectations, at what point do you “level” with customers and be honest? For example, even if you offer your regular menu alongside a restaurant week menu, would you notify customers ahead of time that they should expect a louder than normal dining experience? You may be surprised at how well it does to alleviate potential conflicts.

About Natalie Fauble

Natalie Fauble is the Online Marketing Manager - Content & SEO for Tundra Restaurant Supply. As a digital marketer with a passion for the restaurant industry, Natalie helps companies shape their brand through thoughtful, fun and innovative content strategies. When she isn't blogging for Tundra Restaurant Supply you can find her in her vegetable garden or in the kitchen whipping up one of her favorite dishes.

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