Halima Anderson and Ryan McMaster from Ethos Consultancy are here to address your customer service issues. Halima Anderson and Ryan McMaster from Ethos Consultancy are here to address your customer service issues.

Each month, F&B service gurus Halima Anderson and Ryan McMaster from Ethos Consultancy address your problems and queries regarding the bugbear that is customer service in Middle East F&B outlets, offering advice on how operators can improve serving standards, boost business and create customer loyalty in the competitive Middle East market.

Here they answer some of the issues raised by readers last month — and again invite you to share your experiences, opinions and rants about F&B outlet service in the UAE by clicking on the Comment box halfway down this page.
 

 

Halima Anderson worked in the restaurant industry for 17 years, seven of which were in advanced management.

Her expertise is in customer service, events coordinating and diverse food, restaurant and marketing arenas, as well as team development.

Anderson has also experienced success as a restaurant owner, having partnered with highly successful individuals in the growing restaurant industry in Philadelphia and New Jersey in the USA.

In her previous roles, she has been instrumental in implementing strategic planning, cost containment, budget finance, customer service, staff training and plan execution, supervision and mentoring.

Anderson is currently director of operations at Ethos Consultancy, a leading customer service consultancy firm in the UAE.


Hello my fellow diners of Dubai!

First and foremost, Ryan and I would like to thank you for your comments. This type of feedback is invaluable and we truly enjoy hearing about your experiences.

I know for a fact that there are establishments that are doing something right and there are those that are still suffering. We are here to listen and hopefully make an impact by giving some of our thoughts based on our experiences and expertise.

It was refreshing to hear that DK of Dubai and his family had a wonderful dining experience at the JW Marriot. I am sure the folks at the JW Marriot in the States would be pleased to hear this.

Based on your comments it is obvious to me that the staff at the JW are happy in the workplace — when staff are happy they are eager to please. (Please the customer as well as management, that is!)

Clearly, when staff are recommending products, they believe in what they are doing and the product or organisation they are representing.

I cannot stress the importance of this enough! Happy staff or team members make customers happy.

It is a very basic concept, but by all accounts one of the most difficult concepts for establishments and their management to grasp.

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I am a firm believer in sending team members on the floor with a laugh before the shift begins.

The restaurant industry ranks pretty high in jobs that are ‘stressful’, so it is key to keep it as light-hearted as possible, while delivering outstanding customer service.

To me, based on DK.’s experience, the JW Marriot focused on recruiting the right people, training and measuring performance and simply keeping the team happy — and I am sure that based on this experience, DK. and family will happily remain loyal customers. It’s just that simple.

So a word to management: keep up the good work!

As for Nick, my heart goes out to you and I sympathise with your plight.

There is nothing worse than getting dressed for the occasion, booking a reservation at a popular restaurant only to be disappointed.

Unlike DK., I am certain management at Atlantis (which has several locations around the world) would be very disappointed to hear what you experienced.

Rest assured, you are not alone.

It saddens me that after being open this long, both of the locations you mentioned have not improved.

Ryan and I went for lunch at Atlantis and he was served raw chicken as well.

It was the type of experience you simply have to put out of your mind if you ever want to eat chicken again.