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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 >>
DOWNLOAD: Menu Item Quality Review Template The Menu Item Quality Review Template is an excellent tool for documenting random evaluations of your everyday menu offerings. This scaled grading system enables owners, managers, or anyone familiar with the items on your menu, to judge if guest perception of your menu offerings meets your high standards . . . more >>
Managing Special Orders by Chef Michael Tsonton Special orders are never very welcomed in the kitchen. However, learn why Chef Michael Tsonton not only accepts special orders, he argues that operators should embrace them as well. . . . more >>
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