want every guest that walks into your restaurant to enjoy their experience in
such a way that they want to return. That means that you and your staff have to take a good look at what the
customer sees, from the time they pull up to the time they depart. Staff training to ensure such an experience
only takes a few minutes a day, and the rewards are measurable.
a Format for Success
everyone who comes to your establishment will have a different experience, some
things are universal. Every guest should
be greeted enthusiastically and politely. All diners should feel that their needs were attended to properly. The way to ensure your staff touches on all
the points required for a successful visit is to involve them in the process of developing a model for
interacting with guests.
with a Profile
first thing you will need a profile of the type of guests you attract. This demographic profile should include ages,
genders, professional status and so forth. This is important since you won’t provide the same experience for a
group of middle aged business people as you would a young family.
which particular group you want to target most strongly, and then check the
local competition to make sure you will be doing something different. These
differences may be as simple as picking booths for restaurant usage as opposed
to bar tables; one suits family dining, the other targets twenty and
customer experience is created out of several aspects: sensory impressions,
expectations and interactions. Take a look
at everything, from the first moment to the last.
does your parking lot look like? Is it easy and safe to negotiate? What about landscaping? Does it enhance the
façade or is it overgrown and dingy? Carpeting, table settings, color schemes
and even climate can affect a dining experience before the food ever arrives.
your product. Not only should the
plates, linens and entryway be spotless and appealing, but so should the
restrooms. Few things will turn off a
guest as much as a dirty and poorly maintained lavatory. Servers should be uniformly dressed, and
always in tidy clothes. You are selling
an experience, not just a meal.
address the actual service. Standards of
dress should extend beyond the uniform to hygiene, cosmetics and jewelry, for
men and women. Teach staff to smile, be
courteous and up to date on the menu. It
helps if they can offer tips of things to do in the area, providing knowledge
of the community. Also instruct them in
seamless up-selling without being pushy. Accessorizing a meal is a great way to add value to the check and
increases revenue for both the server and the restaurant.
a bit of work, and an increased attention to detail, you will quickly turn
every meal in your restaurant into a work of hospitality art. Keeping regular guests is always easier than
bringing in new ones, so make every visit count.