Normalize Great Service

I get great service you get more money!

We ate at the same place three times on a city break last weekend!

Simply because the service made us feel taken care of, not processed!

And on the same trip it was unbelievable how ONE very rude “restaurant”owner made us resent an entire island!

A city break! we thought.

Only it was to an even busier & dirtier city, and with absolutely no break.

The kind of mini-vacation that leaves you needing a vacation... from your vacation.

I guess that’s what we get for bringing a 4yo to see old ruins when all she wanted was to fly by plane and eat ice cream.

We were not curious to try anything that did not come strongly recommended by our friends.

Many basics service details were missed, like, please, don’t bring the POS to cash in with dirty plates still on the table!

And even if we wold’ve wanted to spend more, no one gave us a reason to!

Skip directly to 💸 Service Behaviors that pay off! Literally!

Service ins’t soft. IT SELLS!

As chill or experienced-focused you want your vacation (or family vacation) to be this summer, the most repetitive thing you'll do is, well, eat!

So my analogy focuses on that experience, with the ivite to see the underlying message: whatever the service industry, the same principles apply: the better you serve your customer the more money you can cash in!

As customer,

you don't have to be a hospitality expert to be micro-bothered by careless service.

Also, these are not luxuries, they are the bare minimum you deserve.

And no, being near the water doesn’t justify lousy service with a view.

70% of the buying experience is based on how the customer is treated.

As owner/leader,

reinforce these behaviors with your team!

Most of these gestures have a huge return on investment!

And the investment is mostly one of care and anticipation!

Or even better, turn them into a mentality, your culture and watch your bottom line grow every month.

73% of business leaders reporting a direct link between a company’s success and customer satisfaction.

As employee,

imagine all the tables in your care, filled with tired, hungry, ready to reward themselves for finishing a city center walk tourists!

Can you see the dollar sign hovering over their heads?

Now, your behavior gives them reasons to spend more, like you more, tip you more! Or not!

Cash that yourself!

64% of businesses say they can notice sales growth due to good customer service. 

💸 Service Behaviors that pay off! Literally!

This is only a random list of the missed opportunities I personally experienced in the past weeks! Imagine how much further you could get with a personalized, well thought, tried and tested list of standard-behaviors!

First impression

61% of customers would leave for a competitor after just one negative experience. 

Missed opportunity: Acting like the guest is interrupting your task

Desired behavior: You pause, make eye contact, and prioritize the guest

Example: You stop wiping the table, look up, smile, and say: “Hello, Welcome! How can I help you?”

Guest feels: Respected, not guilty

Monetized: Better feedback, longer stays, more chances to upsell

Missed opportunity: Not using the guest’s name (even when it’s right on the reservation)

Desired behavior: You use it naturally: “Hello, Mr. Guest, let us know if you need anything”

Guest feels: Respected, important, remembered

Monetized: Emotional connection = repeat business, loyalty, tip

Missed opportunity: Treating kids like background noise

Desired behavior: You acknowledge them with mini gestures (coloring sheet, tiny treat, playful attention)

Example: You notice something and comment with warmth: “That’s a superhero shirt! Do you fly or just use the cape?”

Guest feels: Grateful their child is welcome, and less stressed

Monetized: Parents stay longer, tip more, and forgive small issues

Missed opportunity: Keeping upgrades only for complaints!

Desired behavior: You add a surprise, even a “perceived upgrade”: “Best table for your first visit”

Example: “You mentioned it’s your anniversary, let me walk you to our favorite corner table.”

Guest feels: Surprised, appreciated, lucky

Monetized: Positive reviews, word-of-mouth, higher future spend

Missed opportunity: Ignoring / forgetting what the guest liked yesterday

Desired behavior: You remember preferences: “Sparkling water and lemon, as usual?”

Guest feels: Like a regular, even if it’s visit two

Monetized: Faster decision = faster ordering = more throughput = higher check

During the experience

81% of people claim that receiving good customer service makes them more likely to make another purchase.

Missed opportunity: Throwing the menu on the table and walking away

Desired Behavior: You guide the guest and offer a recommendation

Example: “If you’re hungry-hungry, go for the lasagna, it’s why people come back.”

Guest feels: Confident, curious, not lost

Monetized: Bigger orders, fewer delays, better check average

Missed opportunity: Asking “Anything else?” instead of suggesting something tempting

Desired Behavior: You upsell with purpose, not pressure

Example: “You might love the chocolate lava cake—we bake it fresh after 3PM.”

Guest feels: Tempted, taken care of, not pushed

Monetized: Higher average check, with zero awkwardness

Missed opportunity: Just serving instead of actually hosting

Desired Behavior: You act like it’s your home, not just your shift

Example: “Great choice! The chef actually made that for his anniversary last week.”

Guest feels: Personally welcomed, not processed

Monetized: Longer stays, higher check, more recommendations

Missed opportunity: Only offering what’s printed, or saying “No” without options

Desired Behavior: You show effort, even if the answer’s not guaranteed

Example: “Craving something off-menu? Let me ask the chef what’s possible.”

Guest feels: Taken seriously, not brushed off

Monetized: Special requests = premium pricing + emotional loyalty. Guests wait, adjust, return, money stays in your pocket

Missed opportunity: Acting awkward when someone says, “I’m gluten/dairy-free/vegan”

Desired Behavior: You reassure with confidence, not discomfort

Example: “We’ve got great options you’ll love. Want me to walk you through them?”

Guest feels: Taken care of, not a burden

Monetized: Higher group check, return visits, more loyalty from dietary-sensitive guests

Missed opportunity: Clearing the table in silence

Desired Behavior: You guide the next moment of their visit

Example: “For dessert I’d recommend the pistachio tart, and should I bring a coffee while you decide?”

Guest feels: Considered, not rushed

Monetized: Add-ons, extensions, second rounds = higher bill

Missed opportunity: Not clearing the table fast enough

Desired Behavior: You stay alert and remove empty dishes smoothly, with purpose

Example: “Let me clear this for you so you’ve got space for dessert, our cheesecake’s been getting rave reviews today.”

Guest feels: Uncluttered, gently guided

Monetized: Faster turnover, smoother flow, more chances to sell next steps

Departure

90% of customers are willing to spend more when companies provide personalized customer services.

Missed opportunity: Ending with “Here’s the bill”

Desired Behavior: You close with intent, not a receipt

Example: “Hope to see you again soon, Mrs. Guest.”Guest feels: Seen and valued

Monetized: Final impression turns into a future reservation

Missed opportunity: Making the last moment purely transactional

Desired Behavior: You wrap up with warmth, not autopilot

Example: “Thank you for choosing us today. We’ll be happy to welcome you back.”

Guest feels: Emotionally closed, not just charged

Monetized: The last impression sticks. Guests become repeat guests

Missed opportunity: Sending guests off empty-handed

Desired Behavior: You offer a gesture that keeps the story going

Example: “We loved having you. Here’s a QR code for a little surprise on your next visit.”

Guest feels: Like a VIP, not a transaction

Monetized: Post-visit sales, rebooking, brand engagement

All statistics are put together by 1234FormBuilder.

So if your business lives or dies by repeat customers, word-of-mouth, and online visibility, then investing in service isn't just “nice”, it’s a revenue strategy.

All above behavior and many other can become standards in your relationship with customers!

As professional, and to start with, pick two of these gestures and turn them into a new daily habit.

Print them. Share them with the team. Test them.

As customer: “What’s a service gesture that made you spend more without thinking twice?”