Operations

Avoiding Guest Complaints

The best way to avoid guest complaints is to prevent them.

Get your Customer Service questions answered in the members discussion forum.

Training Video

Restaurant Training Videos

Short, micro-learning videos for restaurant managers and staff. Training videos provide the basis for consistent results so that you're capable of creating high-quality dining experiences regardless of who's on the floor or in the kitchen.
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Management Training Quick-Start Guide

In the RestaurantOwner.com Learning System, managers can take online courses and short training videos on proven methods for controlling food and labor costs, how to hold themselves and others accountable, and most importantly, how to build their leadership skills.

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Pete Mora with Fajita Pet...

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Leadership 101

Unlock the keys to a secure and clean restaurant for a delightful dining experience!

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Upselling Can Backfire! (do ...

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Strive for Kitchen Excellence ...

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Small Things Matter: Opportunities ...

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Drew Glick with Max and L...

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Turning Disappointed Diners ...

Nobody likes to get a complaint, but in the restaurant business, mistakes and complaints are going to happen.

Business Review Consultat...

Looking for ways to make improvements but don't have the time to create a plan? Let our professional operations advisors review your restaurant's assessment and make recommendations....Learn more>>>

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The Pivot Point System: So ...

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Do Your Guests (& Self) a ...

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Turn Those Tables and Earn ...

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Survey Says...How to Find ...

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Fundamental Approaches to ...

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A Calling to Serve Their ...

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The Hospitality Advantage: ...

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Taking Phone Reservations: ...

As restaurant dining rooms are opening up with limited seating, many restaurants are taking reservations by phone for the first time. How these phone calls are handled will create either a positive or ...

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Telephone Ordering Steps ...

These steps will provide your staff and managers with an outline of how phone conversations should be handled in a professional and courteous manner that encourage repeat business.

Online Course

10 Things Your Guests Should ...

Your staff may be using words and phrases that make them appear distant, cold and even uncaring to your guests. Learn language that will produce more positive connections with your guests. 10 Things Your ...

Online Course

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Nobody likes to get a complaint, but in the restaurant business, mistakes and complaints are going to happen. That's just a fact. So, if you know they're coming shouldn't you and your entire team be prepared ...

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Instantly Raise the Level ...

Ask these three simple questions to improve the accountability in your restaurant, overnight.

Training Video

One Simple Practice That ...

It's called the Circle of Hospitality or the 10-4 rule. This simple, but extremely powerful practice could dramatically improve the level of hospitality in your restaurant.

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With the restaurant industry push for convenience via grab-and-go and delivery, an increasingly wider variety of cuisine is available at the touch of a screen. Your food alone is no longer good enough ...

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The Crucial Finishing Touches ...

Endings are really beginnings. And the satisfactory end of a meal can mean the beginning of a long relationship with your guests. The dining experience must always end on a high note.

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Beginning with a deli in 1982, the Zingerman's family of businesses have become legendary for their gourmet quality food and extraordinary customer service. In this webinar, Zingerman's Joanie Hales ...

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Customer Complaint/Response ...

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Takeout Order Checklist

This checklist will help you create a system for your service staff to follow when handling a takeout order. The resulting increase of accuracy will help you delight more guests and avoid angering oth...

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Reservation Form

Great service begins by managing your reservations properly and monitoring table availability. This form can help prevent your restaurant and guests from becoming out of sync and avoid problems reverberating ...

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How to Turn Complaining Customers ...

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 ...

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Service Steps Chart for Tableservice ...

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 tableservice restaurant ...

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Great Saves - The Value of ...

Handling customer complaints is a necessary function of running a restaurant. How well prepared are your servers to handle an upset customer?

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Reading the Table: Help Your ...

Experienced wait staff have a unique style of guest interaction that is repeated over and over each shift. However, the more successful of these seasoned pros has learned to adapt their style to meet ...

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Tips from a Restaurant Re...

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WOW! - Creating Memorable ...

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Keeping Your Cool Under Fire: ...

More than in any other type of business, restaurant personnel will encounter rude customers. It's a fact that managers and servers must deal with constantly. Not to fret, there are ways to handle rude ...

How to Get Your Service Staff ...

One of the most important aspects of running a restaurant is training your front-of-the-house employees. These folks are the primary determining factor in gaining repeat customers. A memorable experience ...

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Initiating Customer Feedb...

Even if customers don't have anything nice to say we want them to "Please tell us anyway". Customer feedback is something every operator needs. In fact, customers will tell us exactly what they ...

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Customer Service - Staff ...

Every restaurant owner wishes to deliver the highest level of customer service to their guests; and, they depend on their staff to do so. Have you ever wondered how your restaurant stacks up when it comes ...

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Foodborne Illness/Complaint ...

Don't expose yourself to additional legal liability & bad publicity when you receive a complaint claiming foodborne illness. Get the facts and write down exactly what was said. Use this form as ...

Article

How to Revamp Your Kids' ...

Kids and their parents are more aware than ever to favor eating healthier, fresher and more wholesome foods. This trend is confirmed by recent surveys of children's menus nationwide and is expected to ...

Download

Kitchen Ticket Time Analysis ...

Consistent service time is one of the cornerstones of great customer service. Use this form to evaluate your restaurant's average order preparation time and to identify causes and solutions for excessive ...

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Customer Service Checklis...

Every restaurant needs to create a large core of repeat customers and the most effective way to keep your guests coming back is by taking care of them with exceptional service. Use this checklist as a ...

Article

How to Get Out of the Wee...

The trick isn't keeping your restaurant from ever veering off into the weeds. The trick is getting back out of them by having the right people in the right positions. In this article, several industry ...

Customer Service Survey

In this survey operators reveal how customer service impacts their restaurant. Operators share valuable insight to the challenges and rewards to successfully maintaining high levels of customer servic...

Article

Five Steps to Improve Customer ...

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. ...

Article

How to Avoid Common Floor ...

Having the wrong dining room layout can lead to poor service, unhappy guests, unproductive employees, and missed opportunities to maximize revenue. The author not only remembers the floor plans of restaurants ...

How Independent Quick Service ...

Use your QSR's unique competitive advantages over the larger but less nimble chains by leveraging innovation and flexibility. This article will help you develope proven strategies and provide recommendations ...

How to Maximize Labor Productivity ...

Every restaurant operation and every restaurateur has a different way of defining productivity. Yes, for every unique restaurant concept, there is an optimum level of sales per labor hour and number of ...

How to Take Advantage of ...

Technology advancements in the restaurant industry have completely revolutionized the way we conduct business. To be sure, there are plenty of dinosaurs that still cling to the same systems we've always ...

How to Create a More Customer-Friendly ...

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 ...

Article

How to Build a Successful ...

Time-impoverished Americans are cooking fewer hot meals midweek and buying more prepared foods from restaurants, markets, delis and convenience stores. See how to tap into the rapidly expanding take out ...

Article

7 Sales-Busting Mistakes ...

Independent operators are notorious for sabotaging their own success through lack of direction, poor communication and other deadly mistakes. Find out how to identify potential sales busting tendencies ...

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Telephone Answering Proce...

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 ...

Article

The Chef's Role in Developing ...

Inspiring Your Waitstaff. Train your servers to sell the menu with genuine enthusiasm by conducting preservice meetings and tips on how to respond effectively to a returned meal.

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How to Manage Your Reservation ...

Restaurant schedules can get backed up. Customers do not always value your time. We're all prone to miscommunication unless we're careful. When the restaurant and its guests are out of sync in regard ...

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Management Training Quick-Start Guide