A server approaches and tells us there’s a problem. Perhaps the food is cold or they’ve been waiting too long. Whatever it is, the guests are upset and they want to speak to a manager. Our hearts are beating as we walk towards the table, wondering what we’re going to say. Anyone who’s ever run [...]
My first day managing the restaurant was one I’ll never forget. In fact, it changed my perspective on what it is we do as workers in the industry. One table stands out to me from that day and it was one that hadn’t gone so well. Their food was cold, it took too long, and [...]
Despite what you hear, customers like to get personal. It may seem like a bizarre concept, mainly due to the fact that hospitality venues give customers an experience, a dish of pleasure or an ambience that fits the right mood- separate from any personal kind of interference. However, thanks to a special platform called ‘social [...]
There is a simple solution to ensure that each of your customers has a positive and long lasting experience within your business. By enticing them to return, they must leave feeling good. Although there are many factors involved within ‘customer experience’ (we will dive a bit deeper into this in some video training) here are [...]
Once your customer sets foot in the door, your front of house staff immediately sets the tone of the night- so we have given a few pointers to all the servers out there there are getting started in the field. Identifying problem customers: If you are accustom to waiting tables, the appearance of a problematic [...]
Brand loyalty may be declining, as customers are becoming savvier and more aware of custom business delivery. You now have to reach clients across multiple platforms, but also, you can’t forget the fundamental reasons each customer visits your revenue. We want to make sure you’re objectives remain within their prior frame, regardless of digital impact! [...]
Frequency and touch point service Too much attention at the table not enough, it can be a fine line sometimes for a waiter at the table. They need to have impeccable timing and be able to pick up the mood and purpose of the diners but these are just some of the skills that [...]
Reading the state of play of your cafe or restaurant throughout service is not innate skill it is very much a skill learned through trial, error , observation, frustration and unfortunately seeing a customer walking out the door without you maximising customer spend or worse not committing to spending money in your Business for some [...]
Your lunch was fantastic but now you need coffee - and the staff are nowhere in sight. Your latte may be behind 5 other docketed orders whilst your lunch date is nearing to an end, but the last thing you need to do is freak out. This delay is most likely caused by a shift change or [...]
