Arguably, restaurants are one of the most challenging of all businesses and require a “hands-on” approach. No-one can deny the high failure rate, and marginal operations quickly become new statistics.
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.
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…
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”.
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.
These are some of my biggest pet peeves…
I visit restaurants across the USA and around the globe, 9 times out of 10, the servers I get are making serious mistakes…mistakes that cost restaurants money and customers!
I have always believed that great service is about taking the guests on a magical journey of everything the restaurant is about. Because let’s face it, guests are often first time visitors to restaurants and they don’t know what they’re going to enjoy or what’s exiting about the restaurant.
It’s really up to the entire service team – not just the wait staff, but also the host, the busser and the bartender. Every part of the service experience should be delivered by a choreographed team.
I spent 20 years starting and operating restaurants. When I first began, I had virtually no experience, so I needed to give myself every advantage. The biggest advantage (I called it my “Secret Weapon“) was systems. I knew instinctively that creating systems would make all the difference between succeeding or becoming another statistic.
From the get-go, I decided to work on my business now so I could decide how I would work in my business later. This took some serious work up-front in creating the systems, but this ultimately led to freedom. Now, I could manage from afar (so many operators are so close to their restaurants, they’re missing a fresh perspective) and look at the big picture from 30,000 feet. These systems exploded sales, built my “Dream Team” staff, and created a dominant powerful brand that crushed my competition. They also allowed me to pay great people to run my business as “their own business,” taking “ownership” of the results. You have a system when you can leave your business for a week, a month, or a year, and it will be just as successful—or more so—when you return. I can show you how…
We ordered drinks and they were expertly prepared, poured into appealing glassware and properly garnished. After enjoying our first drink and their gracious service, we decided to stay for dinner and move to the dining room to join two additional friends. That’s where the experience dramatically shifted and fell short.