Managing a busy restaurant, how can you motivate your team to actively gather customer feedback?

Creating a feedback culture is essential in motivating your team to gather customer insights consistently. Start by embedding the importance of feedback into daily operations, making it clear that gathering input isn’t just a task but a core element of the restaurant’s growth and success. Encourage team members to view feedback as an opportunity for personal and professional development rather than criticism. Share with them how customer insights drive decision-making, menu innovation, and service improvements. By making feedback part of their role and celebrating its impact, you foster a proactive mindset where each team member understands they are contributing to the restaurant’s success.

It's imperative to convey to your team that collecting customer feedback is not just a managerial whim but a collective investment in the restaurant's success which, in turn, benefits everyone. By highlighting how positive sentiments can drive footfall & enhance their own professional standing, you align their personal goals with the restaurant's objectives. One approach I've championed is the "Five a Day" initiative. I required each server to secure at least five reviews from their guests every day. This clear, attainable target encourages consistent engagement without overwhelming the staff. To support this, we provided elegantly designed feedback cards and integrated QR codes that linked directly to our online review platforms.

First, the manager on duty must check the satisfaction of each guest at each table during each meal period to make sure that the guest is leaving the restaurant with a smile on their face and that any problems that are found should be dealt with promptly and resolved on the spot. Leading by example is always works. Secondly, training staff on when and how to check guest satisfaction and respond to positive and negative feedback is essential. The third is to set rules that dictate and ensure that guests don't have to be disturbed too much but are listened to, received, and followed up on time. Additionally, setting goals and rewards to encourage and develop young leaders to step up to the plate is also a boost.