There’s No Excuse for Poor Service
The whole purpose of running a business – whether it’s a restaurant, law firm, plumbing company, or manufacturing plant – is to create value for your customers. When you do that well, you make profit. Profit isn’t a dirty word; it’s simply the score you achieve in the game of business.
As someone who spent more than a decade running restaurants and hotels, I’ve seen first-hand that great service is never an accident. It comes down to a few simple fundamentals that apply across every industry.
The Basics of Good Service
In hospitality, there are timeless rules that set great operators apart from average ones:
- Welcome the customer warmly the moment they arrive.
- Get their drinks to them quickly.
- Deliver great food – and get it out on time.
- Be attentive. Don’t wait for complaints; engage, check in, notice.
- Farewell them properly. Thank them sincerely, invite them back.
If you had guests at your house, you’d do the same. You’d refill their glasses, clear the table, offer dessert and coffee. It’s not complicated – it’s called good manners. So why, in so many Kiwi cafés, restaurants, and service businesses, does none of this seem to happen?
Do New Zealand businesses no longer care about their customers? Are they making so much money they’ve stopped trying? Or is it something else – perhaps a side effect of our no-tipping culture that removes the incentive for excellence?
What I See as a Business Coach
In my work coaching business owners across Wellington, Hutt Valley, Porirua, Kāpiti, and throughout New Zealand, I’ve yet to meet a café owner – or any small business — that’s “making too much money.” Times are tough. Everyone’s working harder for every dollar. So that isn’t it.
And I don’t believe business owners don’t care – quite the opposite. Most are passionate about their customers and their craft. So, what’s left? Culture. We’ve normalised “she’ll be alright” service. Maybe it’s time to change that and incentivise excellence again. Whether through tips, bonuses, recognition, or pride in doing things well, good service must become the baseline expectation.
Five Steps to Transform Your Service (and Your Profits)
If your business delivers a service – cafés, trades, professionals, you name it – here are five practical steps that will lift your results fast.
1. Make people feel welcome
When a customer walks in, give them 100 percent of your attention. Stop what you’re doing. Smile. Greet them like a guest, not an interruption. First impressions set the tone for the whole experience.
2. Clean as you go
A messy environment screams “we don’t care.” Whether it’s café tables or cluttered desks, tidy spaces build confidence. Clean as you go – physically and mentally – and your customers will feel the difference.
3. Don’t act entitled
Your customers owe you nothing. You are there to serve them, not the other way around. Gratitude beats entitlement every time. The moment you start assuming loyalty, you begin losing it.
4. Upsell and cross-sell with integrity
This isn’t about pushing for more money – it’s about giving more value. When your team suggests the wine that matches the meal, or the product that solves a secondary problem, you’re helping the customer win. The by-product? You make more money too.
5. Ask questions
“How can I serve you better?” “Would you prefer coffee or tea?” “Would you like fries with that?” Questions show you care. They keep the conversation open and the experience personal.
Bonus: Walk with Your Eyes Open
Switch off autopilot. Whether you’re on the café floor or in a boardroom, stay alert. What’s happening with your customers, your team, your systems? Business is dynamic – success belongs to those who notice, adapt, and act.
Great service isn’t about gimmicks. It’s about doing the basics brilliantly, every time.
Treat people the way you’d like to be treated – because both you and they deserve it.
If something in this article has sparked a thought about your own business, I’d love to hear from you.
Book a free Discovery Call using the link below, and let’s work out how to lift your customer experience, your team culture, and your profits.
And since I’m taking my own medicine – if there’s anything I could do to serve you better, tell me.
I’d value your feedback.
Have a fantastic week.
Chris Whelan — Business Coach & Leadership Mentor, Wellington, New Zealand.
Chris Whelan is a business and leadership coach based in the Wellington region, helping small and medium-sized business owners grow profit, build strong teams, and lead with purpose.
Want to connect? Visit www.chriswhelancoaching.com or email me directly at chris@chriswhelancoaching.com.
