Irrespective of the type of outlet customer care starts at the first contact between the customer and the staff.

First impressions can be positive or negative and it is important that staff are properly trained.

The following can all influence a customer’s impression of a business:

• The way customers are welcomed or greeted
• The décor
• Standards of hygiene – especially toilets
• Polite and helpful staff
• The speed and efficiency of service
• The quality and presentation of food
• Value for money
• How requests and/or complaints are handled
• Presentation of the menu
• The availability of dishes on the menu
• The choice of table being offered
• The way the bill is presented and how payment is taken
• How customers are treated as they leave