Viewing entries tagged
customer service

In The Age of Online Reviews, This Was Dangerous Thinking!

In The Age of Online Reviews, This Was Dangerous Thinking!

Our recent travel experiences differed greatly at a variety of businesses. Whether they were resort hotels, a hip modern motel, high end restaurants, Chinese take-out, the local bagel shop and a bowling alley; the lessons learned are the same. Regardless of the price of your menu or service provided, hospitality is either present or noticeable absent.

8 Great Things To Tell Your Staff Today

8 Great Things To Tell Your Staff Today

Given that the restaurant business is a performance, your guest experience is ultimately determined by how you as owner or manager set the stage.  Discuss these 8 great things with your staff today…

F.A.C.E.S. Run Your Restaurant

F.A.C.E.S. Run Your Restaurant

When I ran high-volume restaurants for 20 years, the acronym F.A.C.E.S. served as our team mantra.  Five simple letters that deliver a powerful competitive advantage.  

Is The Service In Your Restaurant Paramount?

Is The Service In Your Restaurant Paramount?

I expect to receive the same quality of service whether dining in a Denny’s or a 5-Star Restaurant.  The basic principle is the same… its all about hiring the best people with a true desire to serve the public and then developing them, training them, recognizing and rewarding them to build your business.  That’s what I Call “PARAMOUNT SERVICE”!

Are Your Customers Peeved?

Are Your Customers Peeved?

When I ran restaurants, I approached service from the customers point of view.  That is at least twice a week, I was a customer in my own restaurant.   Doing so gives you a really good understanding of what I call the “3 Most Important Attributes of any Successful Restaurant… Food, Service & Ambiance”

Does Your Restaurant Have “WOW” Factor?

Does Your Restaurant Have “WOW” Factor?

I’ve always believed that dining out in any restaurant should be an “event” and this is certainly what I look for when I dine out in anyplace USA or really anywhere in the world.  A restaurant should provide endless reasons to dazzle the customer, invite them back and create “affinity” with each customer.  

Do You Have A Staff Or A Dream Team?

Do You Have A Staff Or A Dream Team?

The foundation of great restaurant service begins with great restaurant staff.  Surprisingly, this concept is lost on many owners and managers, yet the solution really is simple. 
As the restaurant business is transient by nature, high turnover is a fact of life. I’ve worked with lots of restaurants over the years that struggle to find and keep good help and this negatively impacts the guest experience. When I started my first restaurant the challenge was much the same—that is, until I discovered the magic of building my “dream team.”