{"id":32530,"date":"2024-01-05T12:14:21","date_gmt":"2024-01-05T17:14:21","guid":{"rendered":"https:\/\/gfs.ca\/?p=32530"},"modified":"2025-12-23T12:38:17","modified_gmt":"2025-12-23T17:38:17","slug":"de-leclat-dun-sourire-a-celui-de-la-proprete-des-lieux-creez-une-experience-memorable-pour-vos-clients","status":"publish","type":"post","link":"https:\/\/gfs.ca\/fr-ca\/ideas\/shaping-memorable-customer-experience\/","title":{"rendered":"De l\u2019\u00e9clat d\u2019un sourire \u00e0 celui de la propret\u00e9 des lieux, cr\u00e9ez une exp\u00e9rience m\u00e9morable pour vos clients"},"content":{"rendered":"<p>Imaginez la sc\u00e8ne : depuis l\u2019arri\u00e8re de votre restaurant, vous observez des clients qui entrent, et votre personnel les salue \u00e0 peine. Cette image est p\u00e9nible, car ce sont les premi\u00e8res minutes qui donnent le ton \u00e0 toute exp\u00e9rience culinaire.<\/p>\n\n\n\n<p>De nos jours, il est plus important que jamais de faire vivre des moments exceptionnels aux clients, m\u00eame si l\u2019inflation et la p\u00e9nurie de main-d\u2019\u0153uvre continuent de mettre des b\u00e2tons dans les roues des restaurateurs.&nbsp;<\/p>\n\n\n\n<p>Les experts affirment qu\u2019il faut d\u00e9sormais fournir un effort suppl\u00e9mentaire pour s\u2019assurer que les clients occasionnels deviennent des habitu\u00e9s. Et tout commence par un service de qualit\u00e9.<\/p>\n\n\n\n<p>Selon la sp\u00e9cialiste des solutions d\u2019affaires chez Service alimentaire Gordon Laura Taningco, la qualit\u00e9 du service en salle est le secret de la satisfaction des clients. \u00abLes restaurateurs doivent se mettre \u00e0 leur place\u00bb, insiste-t-elle.<\/p>\n\n\n\n<p>Des donn\u00e9es r\u00e9centes indiquent que la baisse de la qualit\u00e9 du service incite davantage de personnes \u00e0 choisir de rester chez elles plut\u00f4t que d\u2019aller au restaurant. L\u2019impact n\u00e9gatif est donc direct.&nbsp;<\/p>\n\n\n\n<p>\u00abLorsque les gens entrent dans votre restaurant, votre objectif principal devrait \u00eatre de leur offrir une exp\u00e9rience qui d\u00e9passe leurs attentes, de les inciter \u00e0 revenir\u00bb, conseille Laura Taningco.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-customers-want-more-than-just-good-food\">Les clients veulent plus qu\u2019un bon repas<\/h3>\n\n\n\n<p>Les clients veulent une exp\u00e9rience qui en vaut la peine. Et pour ce faire, les mots d\u2019ordre sont constance, commodit\u00e9 et qualit\u00e9, selon Laura Taningco.&nbsp;<\/p>\n\n\n\n<p>Pour le sp\u00e9cialiste des solutions d\u2019affaires de Service alimentaire Gordon Matt Dyson, l\u2019application de ces trois \u00e9l\u00e9ments est un moyen efficace de contrecarrer la tendance des clients \u00e0 d\u00e9penser de moins en moins au restaurant. Les chiffres le confirment : l\u2019achalandage augmente dans les \u00e9tablissements de restauration rapide, alors que celui des restaurants offrant un service plus complet est en baisse.&nbsp;<\/p>\n\n\n\n<p>Pourquoi? On ne r\u00e9pond pas aux attentes des clients, selon Matt Dyson. L\u2019exp\u00e9rience commence avant m\u00eame que ceux-ci ne franchissent la porte des lieux : sur les sites Web, r\u00e9seaux sociaux et menus en ligne.<\/p>\n\n\n\n<p>Voici ce que les experts de Service alimentaire Gordon consid\u00e8rent comme le plus important pour la r\u00e9ussite globale de l\u2019exp\u00e9rience :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"translation-block\"><strong>La constance est essentielle<\/strong>. Ce que les clients veulent vraiment, c\u2019est un concept sur lequel ils peuvent compter. Laura Taningco souligne que McDonald\u2019s est un exemple de cette constance. Les clients savent ce qu\u2019ils recevront d\u00e8s le moment o\u00f9 ils passent leur commande.<\/li>\n\n\n\n<li class=\"translation-block\"><strong>La commodit\u00e9 doit \u00eatre prise en compte<\/strong> . Si le service laisse \u00e0 d\u00e9sirer, l\u2019exp\u00e9rience devient tout sauf pratique pour le client. Le processus de commande en ligne, de cueillette de plats \u00e0 emporter ou de livraison doit \u00eatre facile. Les clients ne veulent pas avoir \u00e0 fournir d\u2019effort. Les restaurateurs doivent leur proposer ce qu\u2019il n\u2019est pas possible de faire \u00e0 la maison ou de se procurer ailleurs.<\/li>\n\n\n\n<li class=\"translation-block\"><strong>La qualit\u00e9 doit primer<\/strong>. La moiti\u00e9 des gens vont au restaurant pour socialiser. L\u2019atmosph\u00e8re des lieux contribuera donc \u00e0 la qualit\u00e9 de leur exp\u00e9rience. Ainsi, un \u00e9tablissement accueillant et propre \u00e0 l\u2019int\u00e9rieur comme \u00e0 l\u2019ext\u00e9rieur peut faire la diff\u00e9rence.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-know-your-audience\">Conna\u00eetre son public<\/h3>\n\n\n\n<p>Stephane Renaud est lui aussi sp\u00e9cialiste des solutions d\u2019affaires chez Service alimentaire Gordon. Il souligne que les restaurateurs doivent comprendre leur public. Il est judicieux d\u2019adapter les interactions en ligne \u00e0 sa client\u00e8le.<\/p>\n\n\n\n<p>&nbsp;\u00abIl faut utiliser des donn\u00e9es d\u00e9mographiques et comprendre ce qui fait vibrer vos clients\u00bb, soutient-il. En formant le personnel pour qu\u2019il connaisse et comprenne votre public cible, vous fid\u00e9liserez plus facilement votre client\u00e8le et augmenterez ainsi vos profits.<\/p>\n\n\n\n<p>\u00abPendant des ann\u00e9es, les restaurateurs se sont concentr\u00e9s sur leur chef et sur la nourriture servie. Ils ont n\u00e9glig\u00e9 l\u2019importance primordiale du service et de l\u2019exp\u00e9rience en salle. Pr\u00e9sentement, les \u00e9quipes de service ne sont pas suffisamment form\u00e9es, et cela se ressent dans de nombreux restaurants\u00bb, explique Stephane Renaud.&nbsp;<\/p>\n\n\n\n<p>Il a observ\u00e9 que le secteur gastronomique continue \u00e0 former son personnel, mais que la plupart des restaurants de cat\u00e9gorie moyenne ne priorisent pas cet aspect.&nbsp;<\/p>\n\n\n\n<p>Il ne suffit pas d\u2019ajouter quelques lignes au manuel des employ\u00e9s. Laura Taningco sugg\u00e8re d\u2019organiser des s\u00e9ances individuelles avec les membres de l\u2019\u00e9quipe du service afin que chacun comprenne les attentes. Ce sont les d\u00e9tails qui ont le plus grand impact, selon elle.<\/p>\n\n\n\n<p>\u00abLorsque les serveurs viennent saluer leurs tables, ils doivent le faire avec un sourire sinc\u00e8re, et tenter de d\u00e9passer les attentes des clients. Ils doivent montrer de la gratitude et remercier les clients d\u2019avoir choisi l\u2019\u00e9tablissement. C\u2019est \u00e7a, l\u2019hospitalit\u00e9\u00bb, soutient-elle. La remise de l\u2019addition doit \u00e9galement se faire avec d\u00e9licatesse. Le serveur devrait \u00e0 ce moment inviter ses clients \u00e0 revenir et les remercier, toujours selon Laura Taningco.&nbsp;<\/p>\n\n\n\n<p>Ce sont ces interactions positives qui laissent une impression durable. Et il ne faut pas sous-estimer le bouche-\u00e0-oreille : des clients satisfaits peuvent devenir la meilleure publicit\u00e9 d\u2019un \u00e9tablissement.<\/p>\n\n\n\n<p>\u00abIl faut recommencer \u00e0 mettre de l\u2019amour dans le service, nous dit Stephane Renaud. C\u2019est comme \u00e7a que plus de gens viendront appr\u00e9cier l\u2019exp\u00e9rience globale de votre restaurant, et pas seulement sa nourriture.\u00bb<\/p>","protected":false},"excerpt":{"rendered":"<p>Picture this: You\u2019re standing at the back of your restaurant, observing guests walking through the door while your staff makes little to no effort to acknowledge them. It&#8217;s a cringe-worthy moment because what happens in those first few minutes sets the tone for the entire dining experience. In today&#8217;s world, creating an exceptional dining experience [&hellip;]<\/p>\n","protected":false},"author":20,"featured_media":32532,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[122,123,112,69],"tags":[],"class_list":["post-32530","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-catering-small-business","category-hotels-hospitality","category-restaurant-bars","category-running-your-business"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.9 (Yoast SEO v27.0) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Shaping a Memorable Customer Experience | Gordon Food Service<\/title>\n<meta name=\"description\" content=\"Shape a memorable restaurant customer experience, from service to cleanliness. 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