What is a proactive approach to customer service?

A proactive approach to customer service involves anticipating guest needs and preferences, which allows servers to provide a more personalized and fulfilling dining experience. This proactive behavior includes paying attention to details, such as remembering a guest's previous order or preferences, and effectively anticipating what a guest might require before they even have to ask. By doing so, servers can enhance customer satisfaction and loyalty, creating a positive atmosphere and reducing the chances of negative experiences.

This approach contrasts sharply with simply waiting for customers to ask for help or only reacting to complaints after they occur, which can result in missed opportunities to create positive interactions. Focusing solely on taking orders is also reactive, as it does not consider the broader aspects of service that can elevate the guest experience. Proactive service ensures that guests feel valued and cared for, leading to a more enjoyable dining atmosphere.