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?
Every day before your doors open for business, gather your team for a motivational huddle and go beyond the typical tasting of the night’s specials. Discuss exceeding guest expectations and a strategy for the service to come. One of my most effective exercises was actually based on a popular game that everyone has played – BINGO! Much like the real thing my version of the game is easy to execute in your restaurant. Here’s the idea…
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.
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.
As restaurateurs, you dine out frequently and when you do I assume you have a critical eye on other’s operations. If you’re anything like me, you analyze the curb appeal, overall ambiance and above all else, that restaurant’s service and food and beverage quality.