Service really begins the moment your customer approaches your restaurant. Before you even begin training your staff to serve and sell, be sure you look at your place through your customer’s eyes…
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Your customer is coming in for more than just the food….
There are so many reasons people run restaurants. Many of us first got into the business because of passion. Maybe you started working in restaurants and really oved the personal side, camaraderie with staff and customers alike. Perhpas you are drawn to the high-energy. Possibly, you were a chef with a loyal following of raving fans, or you just saw an opportunity and took the plunge. But that was years ago. Are you still passionate and committed to run a top-notch operation?
Labor will always be any businesses’ biggest challenge, but you can turn the tables so to speak with a simple system or plan B, that becomes your restaurant’s strongest competitive advantage.
Whether you run a food truck, coffee shop, fast casual or full-service restaurant, know that every interaction between your staff and each guest must be consistent and memorable across your operation. This comes with regular consistent training as a given, but more importantly the culture of your place. Are you building and sustaining a culture focused on hospitality, family and fun?
When I receive exemplary service in a restaurant, it’s not only unexpected, but absolutely astounding… Recent service went above and beyond any expectation I had for dinner this particular evening.
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.
Every restaurant has potential hooks, but few restaurants know how to promote them to build their audience and brand. When you hit the jackpot with this form of marketing, your staff are selling more, having more fun and making more money, while your customers are having more fun and spending more money. Next thing you know, your customers are your best marketers, telling everyone they know about your place.
Affinity means having a feeling of belonging. In a restaurant setting, it means an intense loyalty because of this feeling of belonging.
Wouldn’t it be amazing to capture lightning in a bottle with all your customers?