I am going to begin this article with a short story. I believe it gives an excellent visual into why consumers choose one restaurant over another. As you read this, allow yourself to be in the seat of your customer and see things from their perspective.
You have a sitter for the kids and your husband is taking you out for a nice dinner. You have anticipated this evening all week. You give the sitter final instructions as you walk out the door, you fight the urge to call the dinner date off because the baby is crying and your 5 year old is holding on to your coat. After the sitter assures you everything will be fine, you join your husband, who is already in the car with the engine running.
You almost feel like Thelma and Louise as you hold hands and spin gravel out of the driveway (ok, maybe you don't actually spin gravel). You arrive at the restaurant, your husband gives your name to the host and you join the other couples who are fortunate enough to escape for the evening.
Does the above scenario sound realistic to you? Can you imagine the couple just described as one of your guests? If they came into your restaurant what kind of service would they receive? Would their dining experience refresh them or would it stress them?
Is your team working together to insure that each guest become a returning guest?
From the time your guests enter your doors, until they leave, they should be your number one priority.
Your guest are walking advertisements that can make or break your business.
Hospitality can make your establishment shine above the rest. Everyone wants to feel welcomed and appreciated, especially in today's fast paced society. It is a mini retreat when you are greeted with a genuine smile and good service.
You are surrounded by competition, why should they choose you?
No matter what is happening in your guest life before they enter your doors, while they are there they should feel like they have entered a little slice of heaven and walk out feeling better than before they walked in.
Hospitality can cover a multitude of mistakes.
Hopefully they will not have to experience a multitude of mistakes, but if a steak has been overcooked for example, it will not break your business if the guest was treated with prompt and continued attention. You can fix a steak; it is hard to fix a bad opinion.
You have one chance to make a first impression and your team must work together. Each team member is equally important to the success of your business.
We all work hard for our money and we will spend it where we feel appreciated. As a consumer we are not just buying the product, we are also buying the person/business behind the product. With so much to choose from, why should your guest choose you?
Remember word of mouth travels fast. You better believe an unhappy customer will make sure everyone they talk to will know their opinion about your service, not only have you lost a returning customer, you have lost several others.
However, a happy customer will come back and they will bring others with them.
Good service is a win-win situation.
Your guest had a pleasurable dining experience and were able to temporarily escape the outside pressures, your employees are going home with more money in their pockets and your business will be a success.
Invest in training your team and you are investing in the future of your success.
