A painfully important concept that should be taught in every waiter training program is presence with the table and availability for all of the purchasers needs. Woody Allen once said that “95% of success is exactly showing up.” And, I shall apply this method of logic to further improve restaurant customer service.
Each time a waiter is certainly not readily accessible regarding the tables at his/her waitstation, in that case overall perception is going to be a lack of restaurant customer support. This, consequently, should have a “domino effect” of pulling down sales, hurting area service reputation and unfortunately losing repeat business. Poor restaurant management, low staff morale, lax cell phone policies, allowing waitstaff to accept cigarette breaks all help contribute to a reduction in restaurant customer support.
Presence is such a hassle-free concept to explain in waiter courses and also to reinforce at pre-shift meetings. A food and beverage server needs to be present for the customers at all times for correct table maintenance. Presence must occur no matter if it is very busy and especially if when it’s very slow. Typically, waiters may not be present while in the slow periods as they think there is less monetary incentive–but the flip side holds true.
During the slow time period a shift, a smart waiter will give extra priority to their tables in an effort to develop the check. Additional food and beverage options can possibly be offered because of the beyond regular time spent at the table resulting in a higher check average.
A waiter might also follow more time to “wow” the clients offering much greater personal attention than if the restaurant attended full capacity. If the best techniques and personality are utilized, it certainly will immediately improve the restaurant customer service. It won’t even apear get a job with the waiter because of the reciprocal backward and forward synergy.
The last result will probably be repeat business for your restaurant, free word-of-mouth advertising as friends or family are told, not to mention increased revenue due to bigger tips.
And several times, a waiter do not always have to hawk over the table, though perhaps just really be seen by visitors to let them know there is always presence for anything needed. Anticipation and good judgment ought to be utilized in these all examples to further improve restaurant customer support.
The idea of presence also holds true for management because needs to be intended for customers same as the staff. I’ll use discreetly reviewed many restaurants where managers were either toward the telephone unnecessarily or elsewhere unavailable. All kinds of problems sprouted inside the restaurant space leaving the waitstaff to completely look after themselves leading to small issues ballooning into large issues.
A sample could possibly be waiters desperately wanting to enter into the computer system to perform certain functions only allowed by the manager for instance adjusting a check for a returned order. The manager was the only person among the restaurant who possessed the keys to the pc to make the adjustment. Because the manager was not readily available when it occurs, it is well known that for a much longer watch for the check. Therefore, the customer’s mood had ballooned away from being somewhat impatient to complaining heavily towards the owner.
These kinds of mishaps and are without of communication quickly translate into lost revenue that simply flies out the door. It’s all unnecessary which can easily be prevented which may immediately improve restaurant customer service.
So, please impress the thought of “presence” in all of the pre-shift meetings, every waiter workout program and each restaurant management training program for your operation’s reputation and the point is.