It’s no secret that some of the world’s top restaurants operate on a different level of service than your local favourite restaurant. As much as I had read about the amazing experiences that these award winning restaurants have crafted, I wanted to experience it for myself. On a recent holiday through France and Italy, I had the great fortune of dining at over half a dozen 1 – 3 Michelin Star restaurants. Here are the top 10 client experience moments that really blew me away, and while these experiences happened in dining rooms, the lessons work anywhere.
These aren’t the “smile more” or “be polite” tips you’ve heard before. These are the small, deliberate touches that are intentionally crafted to make your customers feel deeply valued. They may seem obvious, but they are the kind of things most businesses don’t do, but could.
Thinking how Michelin-Star service could grow your business?
Here’s what I learned.
1️⃣Anticipate Before They Ask
At this level, you never need to ask for the obvious, your water is poured, your plate is hot, your cutlery is replaced without a word. In business, this means predicting needs before they arise: offering options early, having the right tool ready, or delivering the next step before they realise it’s missing.
2️⃣ Choreograph the Service
Every action is intentional. Labels face forward, plates align perfectly, and nothing is done haphazardly. The whole team moves like a well-rehearsed dance. In any industry, you can choreograph your touchpoints so that every client interaction feels smooth and thought-through.
3️⃣ Personalise with a Memory
They remember your preferences, how you like your tea, whether you need gluten free, the order you prefer your courses, even your favourite table. For your business, keep a record of what clients love, then act on it. This kind of recall turns one-time customers into lifelong advocates.
4️⃣ Surprise with Abundance
Bonus dishes before the meal begins, Pre-desserts that they wouldn’t expect. Little gifts you didn’t order but they knew you’d love. In your world, this might be a complimentary extra service, a surprise upgrade, or an unexpected bonus at the end. Give more when they least expect it.
5️⃣ Guide Like a Curator
The team doesn’t just serve; they narrate. They explain the order to enjoy dishes, the origins of ingredients, and even walk you to the bathroom so you never feel lost. Apply this by walking clients through each stage of your process, eliminating uncertainty and adding expertise at every step.
6️⃣ Build Purposeful Theatre
From warming wine by candlelight to revealing dishes with a flourish, there’s drama in the details. This doesn’t have to mean showy gimmicks, it’s about creating memorable, sensory moments that elevate your product or service and leave a lasting impression. One that they will retell time and time again with friends and family. How memorable is your experience?
7️⃣ Obsess Over Premium Details
Everything is deliberate: the weight of the cutlery, the feel of the tablecloth, the design of the bill box. In your business, ask: what’s the equivalent of the “special knife” that could make someone stop and take notice? What is something hiding in plain sight that you could go the extra mile on?
8️⃣ Empower a “Yes” Culture
The answer is always “yes” (unless it’s illegal or unsafe). Problems are solved instantly. Language is respectful and warm: “my pleasure” instead of “no problem.” Train your team to own solutions, not excuses. Avoid at all costs hiding behind “it’s our policy”. Don’t tell a client “No”, rather show them what is possible with a variation.
9️⃣ Remove Friction at Every Step
No awkward waits, no fumbling with bills, no asking for refills. In your business, look for the small sticking points that frustrate clients and remove them, before they ever need to mention it. Empower your team to be constantly observing your clients to identify any friction points that detract from the remarkable experience you are looking to create.
🔟 Finish with a Flourish
Just when you think it’s over, there’s more: an extra dessert, a personal farewell from the chef, a take-home memento. Endings are powerful, make yours memorable, and they’ll walk away talking about it.
👉Your Turn
Which of these 10 could you bring into your business this week?
If you’re curious about how your current customer experience stacks up, take my Customer Experience Scorecard. You’ll see exactly where you’re delivering Michelin moments—and where your competitors might be outshining you.