What is the client’s eye?
It is exactly what the customer observes, while it’s a pleasant sight that’s going to cause that client to say “WOW” or an unpleasant sight which will produce a negative attitude. Although your clients are waiting for the support they are standing or seated and have enough time to observe your own operations. Your guest sees everything, whether it’s clean or dirty. Your guest may also hear everything like: cooks arguing in the kitchen or the manager yelling at an employee. Do you really need to expose your dirty laundry for your clients?
From the restaurant business, you will need to crush your opponents. In today’s economy, it’s tough for restaurants to turn a profit and survive. It is not rocket science to find out how to live and even to triumph. It’s essential that you have some experience in the restaurant business so as to understand what has to be implemented in your restaurant. If you do not have this experience, then hire people who have experience and will commit to your success.
Your client’s feedback about your restaurant is imperative to your success. After all, how are you going to know whether your team is doing the correct things for the appropriate reasons unless someone is celebrating them? Your clients see and hear everything while they’re in your restaurant. What your clients see and hear can make a massive effect on repeat business.
The following failed areas will negatively affect repeat business:
Parking lot: Cigarettes and trash all around the parking lot. Trash cans smelly and complete.
Hostess Area: Fingerprints are all on the front doors. There’s absolutely not anyone in the door to greet the client. Employees are walking past the guest and they aren’t acknowledging them.
Restrooms: Toilets and urinals are filthy. There are no paper towels or soap and the garbage cans are overflowing. Baby changing station doesn’t have sanitation wipes and is cluttered. ·
Dining Room: Dirty Tables and condiments empty and filthy. The floor is filthy and there are visible stains on the rugs. Service is slow or the servers are chatting with each other and not paying attention to clients. Servers do not understand the menu and can not answer questions.
Kitchen: Long check occasions. Cold food. Undercooked or overcooked food. Cooks talking too loudly and the guests may hear the cooks using profanity. Food is not ready and all of the menu items aren’t available for customers to purchase.
I’m not saying that these things happen in your institution, but what I’m saying is that there are a number of restaurants that may have one or more of those problems. This is creating a negative outcome leading to dwindling repeat business.
Put yourself in the client’s shoes and see what they see and hear what they hear, the client’s eye. Teach your managers to be proactive and mind off the problems before they occur or get out of control. Remove all eyesores prior to the guest sees them. Make believe you’re the guest: begin your review from the parking lot. Then do a whole walk-through of the whole restaurant and fix issues as you proceed. Make a list of items that need attention and assign them to your workers. Don’t forget to do a follow-up to make sure the task that you assigned was completed properly.
Managers should be on the ground at all peak times. They ought to be providing direction to the workers and running table visits to make certain that the guest is completely satisfied. The supervisors should be on the ground 90 percent of the time and at the workplace 10 percent of the time.
This is the cool part. Do you need to improve your customer service? In case you’ve answered yes, then the next part is relatively simple providing your supervisors are on the exact same page as you are and that they without fail correct any eyesores before any peak period.
There are lots of terrific tools to help improve your restaurant operation such as restaurant forms and checklists.
Restaurant front of the home checklists: Use an opening checklist to make certain your restaurant is ready before the restaurant opening to the day. Use a final checklist to help close the restaurant correctly and to prepare the opening shift. 1 way to keep your restrooms clean is to use a restaurant bathroom checklist that ensures that the restrooms are cleaned and stocked through the shifts. There are lots of different restaurant forms which may be applied to maintain a clean, stocked and organized change.
Restaurant server forms: I’d recommend is the server measures of support form. This form can help increase overall customer support since it focuses on WOW service at the very moment that the customer enters your restaurant all the way up until the client departs your own restaurant. You can even use the host evaluation or measures of support quiz to maintain your servers knowledgeably.
Restaurant kitchen checklists: A restaurant kitchen checklist is a fantastic tool to be utilized to prepare the kitchen before any meal period. The manager will run a walk-through on your kitchen searching for expired goods, date dot usage, and appropriate rotation of merchandise. The manager also will make certain that the kitchen is fully stocked and that all foods are in the proper storage or serving temperature.
If for some reason you’re experiencing difficulty or are frustrated in trying to turn your restaurant around, then you might want to find a professional restaurant consultant to help alleviate your policies and processes. The restaurant adviser can also guide you in implementing quality coaching that you allow you to turn a profit.