Customer Service continued

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DOWNLOAD: Service Steps Chart for Full Service Restaurants
Great service begins by knowing the basic steps of service that guests expect. This customizable chart can be used in training your staff the basic service steps expected for all full service restaurant concepts. . . . more >>

How to Create a More Customer-Friendly Restaurant
The quality of the personal interactions between your employees and guests may be the single most important activity taking place in your restaurant. Learn how to give your restaurant a competitive edge by focusing on the human side of service. . . . more >>

Invite Guests to Return
by Bill Marvin, The Restaurant Doctor
Have you ever been out to eat and been ignored once you paid the check? When you think about the place where that happened, do you feel anxious to return? You know the cliche‚ that you don't get a second chance for a first impression. It is also true that the quality of your last impression may well determine if you get a second chance at all. . . . more >>

Dress for Success: Consider Style & Comfort When Selecting Server Uniforms
by Patricia Luebke
Server dress is an important component of your restaurant's concept. The servers and their assistants are the most visible segment of your staff so you'll want to spend some time deciding how they will look best. As part of creating a total experience in your restaurant, all the elements of your restaurant must complement each other. . . . more >>

DOWNLOAD: Customer Allergic Notice Form
The Customer Allergic Notice form can be used to alert the kitchen staff as to guests requests to omit ingredients from their order. When alerted, the wait staff simply has the guest fill out the card and then turns the card in with the food order so that the kitchen and expeditor are alerted as well . . . more >>

DOWNLOAD: Telephone Answering Procedures
A telephone call is often a potential guest's first impression of your restaurant. It can either encourage or discourage them from coming to you or going somewhere else. Don't leave it to chance! Use the Telephone Answering Procedures to train your people to be professional and courteous on the phone. . . . more >>

DOWNLOAD: Mystery Shopper Report
Surveys reveal that over 90% of dissatisfied customers don't complain. All too often they leave and don't return. Do you really know what your restaurant looks like from the eyes of a guest? One way to find out is to employ mystery shoppers. Use this 70-point shopper report to evaluate your restaurant's dining experience from your guests' point of view. . . . more >>

The Importance of Complaints
by Bill Marvin
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 >>

How Poor Telephone Skills Break Your Image & What You Can Do About It
by Patricia Luebke
If the voice on your end of the telephone is anything less than friendly, inviting and helpful, you may be losing potential customers right and left. Here are some proven ways to improve your staff's phone skills and create a telephone . . . more >>

AUDIO: Cashing In On Complaints - How to Turn Disappointed Diners Into Gold
Statistically, 14% of dissatisfied guests don't return because their complaints have not been properly handled. Unless your seats are full 100% of the time, you'll want to listen to this practical and insightful tele-seminar on how to turn dissappointed diners into loyal, repeat customers. . . . more >>

How to Turn Complaining Customers Into Loyal Guests
by Patricia Luebke
Complaints can wear you out because they so often feel like a personal attack on your integrity and wallet; but if you're able to listen patiently to what your customers are telling you it may alert you to situations that need your attention. See how to realize the positive effect complaints can have on your bottom line . . . more >>

DOWNLOAD: Restaurant Quality Assurance Program
As restaurant organizations grow, maintaining quality and consistency in each location becomes more of a challenge to control and maintain. The Restaurant Quality Assurance Program template is a series of inspection points and checklists to evaluate adherence to predetermined quality and consistency standards. . . . more >>

How to Handle "Guests From Hell"
by Jim Laube
"Complaining customers" are not "guests from hell." One's a potential threat, the others is actually doing you a favor. You need to tell the difference and do what's right for you, your people and your bottom-line. . . . more >>

DOWNLOAD: Server Training Checklist
Make sure new servers are ready before they're one on one with your valuable customers. This checklist will help managers and trainers track and document the training steps of your server trainees. Includes detailed server training steps such as menu menu abbreviations, assembling an order, food running, check writing, drink delivery and more. . . . more >>

Suggestive Selling Can Be Risky
Bill Marvin, The Restaurant Doctor
I realize that I may be trifling with a religious tenet of modern restaurant management here but we are squarely in the age of service and I must poin . . . more >>

Five Steps to Improve Customer Service
by Renée Evenson
Are you ready to do five simple things to ensure your customers return to your restaurant? Getting customers to return to your restaurant requires more than serving good food and giving average service. Read, learn and follow this five-step process to keep your guests coming back for more . . . more >>

See and Be Seen: Why Managers and Owners Need to Be Highly Visible to Their Guests
by Patricia Luebke
The restaurant manager is the person most directly responsible for the guests' total experience. Managers and manager/owners that consistently make themselves available to both staff and guests are generally more successful . . . more >>

How to Say No and Still Give Your Customers What They Want
by Wendy Gillett
Turn ordinary customers into loyal followers by fulfilling their uncommon requests with creative, alternate solutions. Learn the concept of "the positive no". . . . more >>

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