You are serving great food. Your establishment is new, spotless and inviting and yet you are not getting the repeat visits that you expect. What's up? What's going wrong?
The answer may lie with your people skills?
Why do people come to your restaurant? By now you should know why people frequent your restaurant?or at least you should know why they don't.
They do not come for cheap food. It's cheaper at home and there is certain to be cheaper restaurants than yours.
They certainly come to eat different foods that they cannot make at home but there are plenty of similar restaurants to yours.
So you will have worked out your "unique selling benefit" and you will have marketed that. They don't come back and you have to discover what it is that is not providing the benefit that they were expecting.
Often the answer is with your people. Customers come for the total experience. It will not matter whether the food is excellent and the coffee outstanding if the waiting staff is unfriendly and distant. Their evening will have been ruined and they will not come back again.
When you employ front-of-house employees their technical skills are not as important as their attitude.
You can teach a person the technical skills but it is almost impossible to teach them to change their attitudes. If your applicant finds it difficult to smile during her interview then she is certain to be an unsmiling distant waitress. She is not for you.
A warm and friendly applicant with little experience is by far the better prospect.
What about your own people skills? In our consulting we quite often see managers whose dealing with patrons is excellent but with staff and others atrocious.
Never give your staff a 'dressing down' in front of customers. It makes customers uncomfortable at best and downright angry if they have established a rapport with the staff member.
Your attitude toward staff should be one that leads them to better service and higher morale.
Will they ever need strong criticism? They sure will?but keep it between yourselves.
http://ww.profitstrategies4business.com
About the Author
Kelvyn Peters CPA is one of the longest serving Australian Tax Agents. He registered as tax agent in 1962 and was accepted as a CPA in 1964.
He has become much sought after as an educator and speaker on small business. One organisation says that the highlight of the annual meeting is Kelvyn's ability to present the audited statements in a humorous way.
Kelvyn is famous for his ability to rescue ailing small businesses.
http://profitstrategies4business.com
limousine chicago serviceCustomer satisfaction is valuable, but customer loyalty is priceless. In... Read More
Customer service is an essential component of any business. Clearly,... Read More
First let us specifically define customer service. It is the... Read More
After years of flying below the radar in the magazine... Read More
Millions of people, just like you, end up with a... Read More
Have you seen that thing on TV where the gal... Read More
A few weeks ago we conducted our annual "Customer Experience... Read More
The relationship between customer satisfaction and success of a service... Read More
A client recently said to me: "Most days things seem... Read More
The future of customer service is here. Technology has made... Read More
Another sad fact of life is that these days, very... Read More
Loyal customers are the foundation of almost every business. Going... Read More
In today's highly competitive economy, it is difficult to maintain... Read More
The most important aspect of a successful business is developing... Read More
With customers being smarter, more cost conscious, more product knowledgeable... Read More
If you're still dreaming about raising outside capital for your... Read More
I returned a rental car at an airport yesterday. As... Read More
Would you like to have customers that stay with you... Read More
As Alan Weiss (guru to the savvy consultant) says: "It... Read More
Customers put you in business, keep you in business, and... Read More
Businesses like to brag in their advertising about quality of... Read More
What a lot of money we have been wasting on... Read More
"Marketing as a spiritual practice." It sounds contradictory ? how... Read More
There are two kinds of customer service we all experience... Read More
Like any business, carpet and upholstery cleaning requires excellent customer... Read More
commercial led lighting products household led bulbs Pete's produce ..What kind of image do you present when marketing your... Read More
Which is more important the technology or the customer?The one... Read More
Customer Service is a critical factor for keeping your clients... Read More
Prime directive: Make sure your claim is reasonable! Otherwise, forget... Read More
In any business our customers are one of our most... Read More
This article offers five ways to help you deal with... Read More
Do you remember the last time you went into a... Read More
'A 5 percent increase in customer retention increases profits by... Read More
In the competitive world of the 20th century, we generally... Read More
Why do some businesses offer points, stamps or every tenth... Read More
The buzz is all about customer service and call center... Read More
In order to maintain a successful business, the business must... Read More
It's never too soon to start saying thanks to your... Read More
Dr. Michael LeBoeuf, in his cassette album entitled, Win Customers... Read More
As Alan Weiss (guru to the savvy consultant) says: "It... Read More
Loyal customers are the foundation of almost every business. Going... Read More
Are your company's call center services all that they could... Read More
Have you seen that thing on TV where the gal... Read More
The purpose of business is to create and retain a... Read More
If you're a pet owner, you know the stress of... Read More
One of the basics of acting taught to me in... Read More
Newsletters can be wonderful tools for communicating with your customers... Read More
No matter how hard you try, in business you simply... Read More
You have no doubt heard the saying that the customer... Read More
- Excerpt from Richard Saporito's latest e-book "How to Improve... Read More
Customer Service Customer Service |