6 Things Customers Wish Restaurants Would Change

The restaurant business is a people business. While customers aren't always easy to deal with, their feedback can help improve your service quality. Understanding what frustrates diners gives you the opportunity to stand out from competitors.

Here are six things customers consistently wish restaurants would change.

1. Service Attitude Matters Most

The number one thing which turns customers off is a rude server or hostess. Staff attitude matters more than occasional mistakes or slow service.

Customers understand that:

• Kitchens get backed up
• Busy nights happen
• Mistakes occur

What they won't forgive is poor attitudes. A friendly server who apologizes for a delay keeps customers coming back. A rude server with perfect timing loses them forever.

Pro tip: Train staff to acknowledge wait times proactively and keep customers informed. A simple "Your food should be out in about 5 more minutes" goes a long way.

2. Limited Coupon Restrictions

Customers become frustrated when coupons have restrictive time limitations. When someone uses a coupon, the promotion is working—they came to your restaurant because of it.

Denying discounts during peak hours diminishes the customer experience unnecessarily. Consider:

• Honoring coupons during reasonable hours
• Creating different promotions for different dayparts
• Using SMS marketing to send time-specific offers

3. Readable Menus

Two concerns emerge around menus: font size and descriptions.

Small print combined with dim lighting alienates customers who struggle to read. Additionally, vague menu descriptions create confusion and slow ordering decisions.

Menu fixes:

• Use readable font sizes (12pt minimum)
• Provide adequate lighting or table lamps
• Write clear, appetizing descriptions
• List key ingredients and allergens
• Consider digital menus via QR codes

A well-designed website with your menu lets customers browse before arriving, speeding up ordering.

4. Clean Restrooms

The cleanliness of a restroom is reflective of the cleanliness of your kitchen. Customers make this connection immediately.

A dirty restroom can ruin an otherwise excellent dining experience. Establish regular cleaning schedules throughout service, not just at opening and closing.

5. Visible Specials

Specials should be prominently displayed rather than revealed only when servers take orders. Customers feel disappointed when they learn about a special after ordering something else.

Display specials through:

• Table tents
• Digital signage
• Menu inserts
• Website updates
• SMS notifications to regulars

6. Plant-Based Options

Growing demand exists for vegetarian and vegan choices beyond limited salad selections. Even meat-focused restaurants benefit from having satisfying plant-based options.

This doesn't mean overhauling your menu. A few well-executed vegetarian dishes:

• Expand your customer base
• Accommodate dietary restrictions in groups
• Show awareness of food trends

Turn Complaints Into Opportunities

Every customer complaint is an opportunity to improve. The restaurants that listen and adapt build loyal customer bases that keep coming back.

Want to make it easier for customers to provide feedback? Restaurant Fire's review management tools help you collect and respond to customer feedback before it becomes a public complaint.

Schedule a demo to see how we help restaurants improve customer experience.