Summer Hospitality Playbook Week 1: Plan Your Trading

Week 8: Nail the Customer Experience in Your Busiest Weeks

Busy doesn't have to mean bad service, but it often does if the team hasn't planned for it. With December fast approaching, now is the time to think through how you'll keep customer experience strong once volume climbs.

1. Manage queues and expectations

Longer wait times are often unavoidable during peak trade, but how you communicate them makes a big difference. A clear sign, a friendly heads-up at the door, or a simple queue system can turn a frustrating wait into an acceptable one. Consider having colouring in kits for customers with children, to help the wait time feel calmer.

2. Handle complaints quickly and calmly

Under pressure, small issues can escalate fast if they're not addressed early. Make sure the team knows how to acknowledge a complaint, resolve what they can on the spot, and know when to bring in a manager. Consider having vouchers ready to hand out if needed. (e.g. a free coffee after a long wait)

3. Turn good experiences into reviews

Customers who have a great experience during a busy period are often happy to leave a review, especially if you make it easy. A simple prompt at the right moment can help build your online reputation heading into the new year.

Frequently Asked Questions

How do I maintain good customer service during busy periods?

Prepare the team in advance for longer wait times, communicate clearly with customers, and keep complaint handling simple and fast so small issues don't escalate under pressure.

How should I handle customer complaints during the summer rush?

Acknowledge the issue quickly, resolve what you can on the spot, and make sure staff know when to involve a manager, so complaints are handled calmly even when the team is flat out.

Download the Summer Hospitality Checklist