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Customer Service

Customer Service

A recent MasterCard poll suggests that 80% of all restaurant complaints are related to poor service, not inadequate products. 23% of those surveyed said they would never return to a restaurant where they were dissatisfied with the service they received.

Likewise, the National Association of Customer Service found that the biggest reason retail customers decide not to return to an establishment relates directly to the level of personal attention and treatment they receive from the service staff. There's no escaping it; service is very much a "hot button" today.

With more restaurants than ever to choose from, your customers are less likely to give you another chance than they were 10 years ago. And as these surveys imply, the easiest and most common way to lose customers, or to cause them to return less often, is by failing to deliver in the service area.

Our service section will go beyond just the prevailing view of "good service." Service can be approached as just a series of mechanical functions, serve from the left, clear from the right. Obviously the mechanics are important, but you won't gain a competitive advantage today by just being efficient.

Our resident service experts will present a series of ideas and approaches to focus and capitalize on the human dimension of service. They believe that successful foodservice is fundamentally and ultimately based on human relationships and personal connection. You'll get ideas you can use to create a personable and guest-friendly service staff, which is the most effective way of building a loyal customer base and growing your business.

How to Recover Gratiously From Mistakes & Complaints
by Bill Marvin
How to Recover Gratiously From Mistakes & Complaints As a young operator, I always hated complaints. Complaints often seemed like a personal affront. I tried very hard to make it right for my guests and when they complained, it felt like a knife in the heart. I always wanted to sit them down and set them straight about what it really takes to run a restaurant! . . . more >>
Success Focus Video: Power of a Smile
Success Focus Video: Power of a Smile It is easy for owners and managers to get caught up in the ongoing operational details for their restaurant and to neglect or loose sight of the human aspect. This video explains the importance of a smile in your restaurant. . . . more >>
DOWNLOAD: Restaurant Checklists
DOWNLOAD: Restaurant Checklists Successful restaurants use checklists to ensure consistent execution throughout their operation. Includes opening, closing, shift change, purchasing, receiving, storage, preparation, cleaning checklists and our most popular download, the Customer Service Checklist. . . . more >>
How to Have More Productive Preshift Meetings
by Diana Lambdin Meyer
How to Have More Productive Preshift Meetings According to unofficial estimates by industry experts, fewer than 50 percent of independent restaurants have preshift meetings. But the really successful ones usually do. Those who conduct preshifts well all do them a little different, but can agree on two important points for good meetings, keep it short and let others do the talking. . . . more >>
How a Culture of Service Enhances Success & Ways to Create It In Your Restaurant
by Amelia Levin
How a Culture of Service Enhances Success & Ways to Create It In Your Restaurant When the most recent recession hit, restaurants had to make some serious changes to their budget, costs, menus, operations, branding and more. Regardless of these changes there have always been two constants to enduring success: great food and great service. . . . more >>
Success Focus Video: More on the Ultimate Question
Success Focus Video: More on the Ultimate Question A few weeks ago we discussed asking your customers the Ultimate Question as a way to gain greater insights into how likely they are to recommend your restaurant to their friends and colleagues. Let's look at how a major chain operator is using the Ultimate Question. . . . more >>
Success Focus Video: The Ultimate Question
Success Focus Video: The Ultimate Question Ask any restaurant operator and they'll most certainly tell you they would like to have more sales. Many will tell you that low sales is the problem keeping them from profitabiliy. . . . more >>
What Do Customers Want?
What Do Customers Want? Sigmund Freud is often quoted as saying, "What do women want?" He never figured it out, but you may do better in figuring out what customers want. This list provides you with a list of customers' desires that you can emphasize in your restaurant. . . . more >>
DOWNLOAD: The Ultimate Customer Comment Card
DOWNLOAD: The Ultimate Customer Comment Card Customer loyalty is the key to sustainable profit and growth in the restaurant business and you can create more of it, IF, you respond to what your customers love and don't love about your restaurant. Use the Ultimate Customer Comment card to get the best feedback you'll ever get about how to improve the customer experience in your operation. . . . more >>
WEBCAST: The Hospitality Factor: Searching for the Silver Bullet - Part 1
WEBCAST: The Hospitality Factor: Searching for the Silver Bullet - Part 1 Bill Marvin 'The Restaurant Doctor' provides ideas and concepts that will help you implement a culture of hospitality in your restaurant. This webcast provides practical instructional tips on how to make hospitality the rule rather than the rare exception in your restaurant. . . . more >>
WEBCAST: The Hospitality Factor: Searching for the Silver Bullet - Part 2
WEBCAST: The Hospitality Factor: Searching for the Silver Bullet - Part 2 All the great ideas in the world are not going to put a dime in your pocket unless they are implemented ... and nothing will be implemented unless your staff embraces the results you are after. In Part 2, Bill explores a second key element, how to actually create and nurture a working environment where hospitality can bloom and thrive. . . . more >>
DOWNLOAD: Customer Complaint/Response Letters
DOWNLOAD: Customer Complaint/Response Letters Nobody's perfect, so how a restaurant handles customer complaints can make a big difference to their future sales and profits. Whether you're responding letter, email or online, these templates can help you respond quickly and appropriately to show you care about your guests' experience and give you a shot at turning those disappointed diners into loyal customers. . . . more >>
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