Why “Good Service” Just Isn’t Good Enough Anymore

I recently visited a small dining venue that had all the right ingredients to be a hidden gem. The food was great and offered excellent value, the location was beautiful – exactly the type of offering that keeps locals coming back. 

But despite that, I left disappointed. And not because of the food. 

It was everything around the food that let the experience down. 

There was no welcome on arrival, just a sign telling guests to find their own table. No greeting, no warmth, not even a glance from the staff behind the counter. 

The staff didn’t engage. No smiles, no small talk, just employees chatting amongst themselves, unaware or uninterested in the guests around them. 

Tables sat covered in empty plates and glasses. The buffet ran out of plates and even after asking twice, staff took their time replenishing them. When tables were cleared, they weren’t wiped down, leaving sticky residue behind. Food scraps were on the floor, but no one seemed to notice or care. 

Would locals still come back? Probably. When you live nearby, convenience often wins. 

But for a first-time guest with no emotional connection to the venue, there was nothing compelling me to return. 

And that is where so many venues miss the mark. 

A great meal gets you a good review. A great experience gets you a loyal customer. 

In today’s hospitality climate, “good service” just isn’t enough. People don’t just want a decent meal. They want to feel welcomed, valued, and looked after. 

Great venues don’t just serve food. They create an experience. 

The venues that get it right do more than just meet expectations. They exceed them by focusing on the details that matter. 

They make guests feel noticed from the moment they walk in. A warm greeting, a smile, a simple “Let me know if you have any questions” can completely change the tone of the visit. 

They train their team to be proactive, not just reactive. Instead of waiting for guests to ask for something, they anticipate needs, like clearing plates quickly, topping up buffet items before they run out, and making sure tables are reset between guests. 

They pay attention to the little things, because those are what guests remember. A clean, well-maintained space. A team that looks engaged and happy to be there. A follow-up interaction that makes customers feel valued. 

They deliver consistency, so every guest leaves wanting to return. A first-time visitor should have just as great an experience as a regular. 

A common mistake in hospitality is assuming a good meal is enough to bring people back. 

But loyalty isn’t built on food alone. It is built on how guests feel when they leave. 

Do they feel appreciated?
Do they feel like their presence mattered?
Did they feel welcomed or like an afterthought? 

If the answer to those questions is no, it won’t matter how great the meal was. They will take their business elsewhere, to a venue that makes them feel like they belong.