Guests don’t return… They came for the first time – the cuisine is delicious and the atmosphere is welcoming, and you put your heart and soul into the project! But something is wrong.
📍Let’s start with the foundation:
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1. The entrance group is not tidy! There are more than two cigarette butts in the ashtray at the entrance. When visiting for the first time, Guests evaluate the establishment on a subconscious level, starting from the entrance.
2. The Guest was not greeted at the entrance. It doesn’t matter if you have a Hostess or not. A specific employee must be assigned to the entrance group. At the first meeting, we establish visual and emotional contact with the Guest
3. The staff looks untidy, not dressed in the corporate style. Let me just give an example of McDonald’s – instant contact with the Guest, the staff is trained, always happy for everyone! The appearance of your employees is the face of your business!
4. Unjustified expectations of the Guest! For example, you ordered fried potatoes in a pan, and they brought potato slices with lard and garlic. Dishes in a restaurant must correspond to the description, the Guest must understand what he is ordering. The waiter always voices additional ingredients! Photos of dishes must correspond to reality!
5. A long break between serving dishes. When the waiter started the second course late or the kitchen delays the delivery. Important! After eating the first meal, satiety comes after 20 minutes. The Guest is full, and there are 1-2 more dishes in the order!
6. Waiters look into the Guest’s plates. Feedback is important! But, without brute force. We do not approach the Guest without a reason while he is eating. Only if he requires service, or something is wrong with the dish!
7. The waiter’s fingers in the plate. Never! The sides of the plate are designed for comfortable serving to the Guest. Food and decor should not be on the sides!
8. Conflict situation. React immediately! Irritant, immediately remove from the Guest’s field of vision! Smooth out the conflict in a flash! This technique is called – zero risks.
9. Waiters do not tolerate Guests giving change. The word “THANK YOU” never means that the waiter can take the change. No matter how much it is, $ 1 or $ 100!
10. Guest service always ends only at the moment when the door closes behind the Guest. Chop it off with your waiter on the nose!
