It Just Feels Right – Evoking Positive Guest Emotions in Your Restaurant

With the cost of restaurant dining ever increasing, guests are looking for more than a good meal. Whether your concept is fast casual or fine dining, you need to create a guest experience that is as satisfying to the emotions as it is to the stomach.

Here are some ideas on how you can leave your guests with positive feelings about your ambiance and service.

Encourage your staff to consider when and why guests are dining at your restaurant. The emotional guest experience offered by your restaurant can vary. If you operate at a tourist destination, it could be from a sense that out-of-town visitors are welcome. If your lunch guests tend to be business people meeting over food and drink, it could be a professional vibe that treats everyone like a VIP. If your weekend traffic includes “date-night” guests, it could be a romantic atmosphere and small touches that make the guests feel special.

Details matter.Even an errant straw wrapper under the table or a small stain on a menu communicates that the business does not care about cleanliness. That can influence guests’ perception of the quality of food. Lighting is also critical. If the restaurant is too dark, it might lower the energy of the experience. If it is too bright, it might make the space seem institutional. Damaged or low-quality small wares diminish the value of an upscale dining experience and make guests feel like they overpaid for the meal.

At the heart of a successful business strategy is a customer experience that is elegantly simple and positive, where consumers are likely to come away satisfied – and return.
–Andres Angelani

Everyone loves a good story.Find ways to tell your guests the history of your concept and what makes you special, such as your family background in the restaurant business and your ties to the community. Share the inspiration for launching your restaurant and why you chose its name. Guests dine at independent restaurants to find something special that the chains cannot offer. The identification of a restaurant special, either on the menu or verbally, encourages guest anticipation, as do the descriptions of interesting menu items.

Take-home Points

Most likely, you chose the hospitality industry because you want people to feel happy and comfortable. When you succeed, your guests will want to spend more time – and money – at your restaurant. But don’t make the mistake of trying to be all things to all people. Get to know your guests by touching tables and talking to staff. The better you understand your market, the more likely you will be able to make it a local favorite.

Ready to elevate your guest experience and make your restaurant the talk of the town? Check out our course Delivering Your Ultimate Guest Experience. For effective guest experience strategies developed by industry experts and watch Acknowledging Guests: How to Ensure Guests Feel Welcome, Never Invisible for more tips and tricks.

Have a profitable week!

The RestaurantOwner.com Team