In the world of restaurants, customer service is just as important as the food itself. However, in the Dominican Republic, customer service remains the main Achilles heel of food businesses, according to Luis Valderrama, a coach, and neurogastronomist who resides in the country.
Valderrama acknowledges that the Dominican Republic has a wide variety of ingredients and recipes and that the country is experiencing a boom in signature cuisine, which takes traditional dishes and elevates them to a new level. But despite this, customer service still needs to be improved.
According to Valderrama, many people who work in the food industry in the Dominican Republic do so out of necessity, rather than because they have a genuine passion for food service. He believes that both vocation and training are necessary for anyone working in the industry, particularly waitstaff, who are the face of the restaurant and an extension of the chef.
While the taste and smell of food are obviously crucial factors in the dining experience, Valderrama also highlights the importance of touch and hearing. For example, the texture and crunchiness of a dish, as well as the sounds of cooking and serving, can affect how diners perceive the food.
In addition to the food itself, other elements such as lighting, music, and even the cutlery and dishes can impact the dining experience. Valderrama notes that some techniques from the field of neurogastronomy, such as playing marine sounds when serving seafood or using metal cutlery instead of plastic, can enhance the flavor of a dish.
With the rise of social media, diners’ expectations are higher than ever, and restaurants have a challenge in meeting these expectations. Valderrama emphasizes the importance of meeting these expectations, as failure to do so can result in negative reviews and a damaged reputation.
In the age of home delivery, restaurants face even greater challenges in controlling the environment in which their food is consumed. Valderrama suggests that restaurants can only control what they can, such as developing safe and personalized packaging and including menu cards and cooking tips with the delivery.
Overall, Valderrama stresses that customer service and attention to detail are key factors in the success of a restaurant and that this requires both passion and training from those working in the industry.