5 Customer “Pet Peeves” That Quietly Cost Restaurants Sales
(And How to Fix Them)
Sponsored by Toast
Running a restaurant in Alberta right now can feel like a constant balancing act.
Your costs keep rising. Staffing is unpredictable. Guests still want a great experience, but they’re more value-conscious than ever. And whether you’re running a fast-casual spot, a café, a pub, or full-service dining, the reality is the same: you don’t get unlimited second chances with customers.
Most restaurants don’t lose guests because of one “big” issue. They lose them because of small, repeatable frustrations, the things guests quietly complain about to their friends, or decide they won’t deal with again next time.
Below, we’re breaking down five common customer pet peeves that drive diners away through a practical Alberta operator lens, along with tangible changes you can implement this month to improve guest satisfaction, protect your reputation, and build repeat visits.
The 1st pet peeve: Confusing Layouts and Ordering Flow
Customers don’t want to feel awkward or unsure the moment they walk in, and 86.5% of guests say clear, visible ordering queues matter. Confusing flow affects everything from cafés and pubs to busy lunch spots, and when it isn’t clear, guests hesitate, feel uncomfortable, or leave, while staff lose time answering the same questions.
The fix is simple: make the journey obvious from entrance to order to seat. Use a visible host stand, add one clear sign (“Please wait to be seated” or “Order at the counter”), guide line flow with subtle cues, and remove entry bottlenecks like grab-and-go items near the door. Most importantly, train your team to greet guests early so they feel welcomed and supported.
Download Toasts Free: Restaurant Employee Training Handbook
The 2nd pet peeve: Shrinkflation Without Transparency
Guests notice smaller portions and higher prices, but what frustrates them is when it feels sneaky. Only 11.5% of customers feel restaurants are transparent about portion sizes and value, and that lack of clarity can lead to negative reviews, “not worth it anymore” word-of-mouth, fewer repeat visits, and staff taking the blame.
The fix isn’t discounting, it’s communication. Set expectations early with value-driven menu language (“housemade,” “Alberta beef,” “made from scratch”), add simple portion cues (“6oz patty,” “shareable”), and train staff to confidently explain changes if asked. Transparency builds trust and makes price increases easier for guests to accept.
Understand the health and success of your business: Free restaurant metrics calculator
The 3rd pet peeve: Style Over Substance
Guests want a space that feels good, not just one that looks good online. In fact, 73.5% say layout and design impact loyalty and ambience more than branding does. If your restaurant is uncomfortable in real life, guests won’t linger or return, and the culprits are often simple: loud music, harsh lighting, cramped tables, uncomfortable seating, or an unclear flow.
The fix is focusing on comfort, flow, and mood. Adjust music during peak hours, check lighting at night, add small softening touches (plants, warm bulbs, better spacing), and do a quick walk-through like a guest to catch the details that impact the experience.
The 4th Pet Peeve: Poor Cleanliness and First Impressions
Guests forgive a lot, but they won’t forgive a dirty space, and 52% say cleanliness is the first thing they notice. When standards slip, it leads to lower ratings, lost repeat customers, and staff morale dropping fast.
The fix is nailing the basics: entrances, tables, floors, and bathrooms. Build a simple 15-minute “first impression reset” every shift (glass, host stand, bathrooms, floors, garbage) and assign zones so it’s owned, not ignored.
The 5th Pet Peeve: Surprise Pricing
Guests don’t like feeling tricked, and 87% will avoid restaurants they suspect are overpriced. Surprise pricing usually comes from unclear menus, unexpected add-ons, “market price” items without context, or not knowing the cost until the bill arrives, which lowers trust and reduces repeat visits.
The fix is transparency before food hits the table. Make add-ons obvious, train staff to flag upgrades upfront (“The steak add-on is $12, want to do that today?”), and keep pricing consistent across your website, Google, in-house menus, and delivery apps.
The Big Takeaway: Guests Stay Loyal When You Reduce Friction
Toast is restaurant technology built by restaurant people, designed to make service smoother, teams more efficient, and operations easier to manage, even when margins are tight. Most owners aren’t looking for “more tech,” they’re looking for less chaos: better flow, faster turns, fewer mistakes, and a guest experience that runs cleanly. In fact, the average restaurant IT budget in 2023 was 2.44% of revenue, which shows operators invest when it solves real problems like order accuracy, labour efficiency, inventory control, waitlists and reservations, payments and checkout, takeout and delivery, and reporting.
Toast also offers free resources to help operators make smarter decisions, including a restaurant metrics calculator, POS comparison tool, employee handbook template, and restaurant marketing plan template, and free marketing plan.
Alberta operators can connect with their local team in person or by Zoom to learn more about Toast and how it can support your business and your bottom line.
Toast Contact Information:
Megan Cyr
587-830-3557
megan.cyr@toasttab.com