Always an experience

No matter what type of business you run be it a restaurant, pub, hotel or roadside cafe and no matter what type of customer you have you should always aim and guarantee that the customer leaves after having an experience and by that I mean a positive one.

This doesn’t mean that you need to put on a show of singing and dancing or do magic tricks but you should deliver great service with a great product 100% of the time.

Look at individual customers, business people need efficient and non-obtrusive service.  They are at lunch to work and so if their goals are achieved whilst being served very well then they have had a good experience and will return.

Likewise a  birthday celebration needs some fuss being made of the special guest.  Candles in the dessert, a card or a drink on the house.  Combine this with great service and efficiency and you’ve got loyal customers.

Apply this thinking to all customers, no matter who they are.  You will have the easy to please and not so easy to please, you’ll have the ones with low expectations and the ones with high expectations but the main concern for you is that they all leave with a positive opinion of your business because they have had a great experience.

Don’t allow anyone to leave disappointed.  If they are not happy about something aim to rectify the problem.  If you or your team made a mistake (it does happen from time to time) be aware of this and apologise if you do.  A good honest apology can and will make a hell of a difference.

Don’t forget turn negatives into positives, go the extra mile and make the customer want to come back.

Philip

The worst way to deal with a food complaint.

When I was new to management I was taught a very interesting way of dealing with complaints about food.  At the time I was determined to show my willingness to learn and my “teacher”, who shall remain nameless, was keen to show me his so called skills.

Skills are probably the wrong word to use but I’m pleased he showed me.  I’m pleased only so that I can look back and never make this amateurish mistake again.  However he was not alone as more often I read reviews or hear from others that this method is used time and time again.

So what was his magnificent gift to customer service?

A customer is not happy with their food, they don’t think it’s cooked properly or taste correct.  When they complain the response they receive is “we have sold over twenty portions tonight and nobody else has complained”

What a disastrous response.  Straight away the customer has been made to look and feel stupid, no longer a loyal customer but someone who resents their time and money being spent in your establishment.

Why should the fact that twenty portions have been sold make any difference or have any reference to their complaint and opinion?

Just because other people have had the dish and not complained, does that make this customers point less valid?

Each customer and each complaint should be taken on its own merits. They should never be compared to others.  To make the suggestion that the customer is wrong is paramount to calling them an idiot and a liar and this has no place in customer service.

I know there will be people reading this that will say that the customer needs to know what others have said and that they were wrong, but my question to them is, why do they need to know?

Does it hurt your pride for someone to complain and not like one of your dishes?

Will the chef get upset and have a temper tantrum?

Or is it that on a busy shift you think that insulting a customer’s intelligence and causing an argument is constructive to the running of the restaurant?

My old boss and “teacher” could never understand why he always had arguments with customers, but if he had stepped back a bit, put himself in their shoes, taken a different approach then he might of had a loyal customer leaving with a positive opinion of him and the restaurant rather than never returning.

So that was then.  Now that I teach others what do I do in the same situation?

Easy.  I empathise with the customer, resolve the issue quickly and efficiently by replacing the dish or any other way that I can and look to turn a negative into a positive.  It may cost a few pound to rectify the issue but I guarantee that the customer returns and spends a lot more money in the future.

Always aim to get the customer coming back.

Philip

Don't embarass your staff

On Sunday I visited a newly opened pub in Bedfordshire.  It looked nice, was busy and hopefully will do well, but there was one thing that frustrated me.

This pub serves crisps, Walkers to be exact but they don't let the customers have the packet but instead put them in a bowl, I have no big problem with that, although I find this style of service a bit pompous. This after all was a country pub that sold ham, egg and chips or cottage pie. It's a bit of an identity clash, it's like saying "We are in touch with the locals by serving good old country fayre, but make sure the crisp packets aren't seen, we're too good for that," anyway back to my point.

By mistake the barmaid (who by the way was very happy and smiley, let us try some wines and recommended the best table to sit at) served a packet of crisps without putting them in a bowl. Granted she had been told not to do this and should of done what she was instructed but the owner dealt with this minor (yes not major) issue in completely the wrong way.  Rather than taking the barmaid to one side and reitterating the way of serving the crisps he questioned her, quite loudly, in front of the customers she was serving. "Who gave these packets to customers" he asked, now bright red with embarrasement she replied "sorry, I did. I was really busy and forgot, sorry."  He then said "we don't do that it's rubbish, put them in a bowl."

The owner walked off into the restaurant leaving the barmaid completely dejected and embarrased.  Now I'm the first person to insist on standards and if an order or request has been given to the staff by the owner it should be followed and not changed, but if for some reason a mistake is made then please deal with it in the right way, time and place.

The previously happy and smiley barmaid who is the first person that the customers see was then a shodow of her former self, not a great first impression for new customers walking through the door.

It's such a simple thing to do yet why do people make the mistake of embarrasing their staff in this way.  Is it to show who's in charge in front of customers? Well if it is, what a stupid way of thinking.

Philip

P.S. Just another quick point.  I was astonished to see on the bar menu a Bacon and Brie Ciabatta for £10.  Now we are in Bedfordshire not Chelsea. Must be some bacon!!  

Reply to my last blog

I had a response to my "Why Not?" blog via linkedin.com

The response was:
Hi Philip - great blog! We have done quite a bit on the site on service tips etc. - what do you think are the big trends or the latest ideas in service?

What you are discussing sounds quite like the American approach too - do you think maybe diners in the UK prefer a slightly more hands-off approach?
My response was:

Hello Peter.
I think that the issue in the UK is that diners have become used to the hands-off approach but I believe that the approach that I discussed in my blog is the preferred option.  I understand that we, as a nation, are more conservative in our habits than our Cousins across the pond but their ability to put the customers first is second to none and we can take a leaf out of their book.  With most things that we adopt from America we adapt and dare I say perfect so the same can be said for customer service and going the extra mile.
On plenty of occasions where I have introduced this approach to service the results have always been positive, we don't have to make a huge noise but we do have to make sure that the customer leaves happy and if that means doing something unacpective to win a loyal customer then so be it.
I also believe that attitudes are changing, with customers not only talking with their feet but also with their tweets, reviews etc.  If a moment of genuine care can create a positive review or tweet isn't it something all restauranteurs should be aiming for.  Free publicity is great so "Why not?"
Kind Regards
Philip 

How about saying "Why Not?"

Why Not?

During the past week I was discussing with a client the benefits of anticipating problems and going the extra mile.  My point was not to wait for problems to happen but realise that something could go wrong so deal with it now and not later.  As the saying goes Prevention is better than cure.

The client didn't realise at first the benifits of acting before a problem arose but said things like "if the customer doesn't complain" or "they look ok" but I soon explained that the fabulous thing about the general public is that they don't complain at the time but either send an email or just never come back.

If instead of waiting for a problem I explained that stepping in early with a nice gesture on the house can defuse most potential issues.  The point was raised that the customer might not of complained and they would of receive something free for no reason so why should he do it.  My answer was "Why not?"

Why not? Simple really, by anticipating a problem before it happens and offering a gesture you will help smooth things out with the customer.  If there wasn't a problem, then the customer has just been shown how important they are to you, they receive a gift on the house (and who doesn't like gifts) and you can start building up a nice rapport with them.  We all know that the more relationships you build with customers the more loyalty there is and the busier the business becomes.

Just so you know these "gifts" don't always have to be expensive, a simple gesture is all it takes, a bowl of olives, fresh bread, a glass of wine, dessert, coffee or even a smile and a chat.  Just keep thinking why should I do something to make the customer happy and the answer should always be "Why not?"
 

Trip Advisor.

So there is a reported backlash against Tripadvisor because what they allow to be posted might not be entirely true.

I can't say that I'm surprised and a smile seems to be appearing on my face.  It seems to be ironic that after years of Hotels and restaurants suffering from unjust reviews posted on Trip Advisor that they are tasting abit of their own medicine.

Now obvioously I know that Tripadvisor does not write the reviews and they are just a hosting site for every wanna-be A.A Gill but the lack of response when there has been an unjust review is always disturbing.  It's as though they are prepared to wash their hands of any responsibility but hopefully now they will start showing a little bit more respect to the businesses that actually gave them a platform to start with.

Of course Tripadvisor isn't all bad and I have used it myself but I do always take the reviews with a pinch of salt. I am hopefully like lots of people out there, the ones who might listen to others but are not lead by them.  I'm prepared to make up my own mind, as I know my great, is another persons awful and vice versa.

What is the future? With the current interest for social networking and opnion making I only see Tripadvisor or similar sites having a long future but as I said earlier hopefully they will have to change and respect the businesses that are their bread and butter.  Without Hotels, Pubs and Restaurants where would Tripadvisor be?

Anyway I'm off to write a fake review, just because I can.

Philip

Get the most from managers

I was told an great saying once.  "You have two ears, two eyes and just one mouth, use what you have most of more".

At the time I was young and didn't think much of it but over the years I've realised the importance of listening and looking rather than speaking.  So much more can be gained by allowing others to tell you or show you what they want or need, or more importantly what they didn't want you to hear or see.

It can also be a great tool for training others and I believe when you have listened and looked the things that you should be saying are not statements or demands but questions.

By asking questions you allow others to think for themselves and find the answers, this undoubtedly makes the person you are training learn quicker and more effeciently.  What it also makes them do without realising is grow their confidence, after all it was them who found the answer and made the decision, theres no need to tell them otherwise.

Become a better listener and learn to ask questions and you will grow a strong dynamic team, full of cofidence and loyalty to the comapany.

Thanks
Philip

Can you be lazy and still acheive results?

So can laziness be beneficial to your business? 
If you take the meaning as it is then no, nobody likes lazy workers but if you add the word constructive then yes.

Constructive laziness is simply making sure your staff utelise their time to greater effect.  Why do a job twice when you could of done it correctly once?

The great thing about installing the constructive laziness idea into your business is that it actually makes staff work harder and fit in more tasks into their day.

A very simple demonstration of this is in the summer when you have a beer garden.  The waitress takes a plate of food to a table in the garden, then asks if they need any sauces, then heads back to the kitchen for the sauces, back to the table and finally back to serve someone else.

What she also did was to come back empty handed.  Why? Because she hasn't been trained to consider why she should always come back with something from the garden.  It might only be a few glasses or a couple of plates but by doing this each time she would acheive more and her working time would be more beneficial to the customers and the company.

This is the point of Constructive Laziness.  Train your staff to consider adding a task to their original task so that they wont have to do it later.  They might think that this way of working means that they can relax later but what it actually means is that they are more effecient and so are giving your business more value for money.

Introduce it now and reap the rewards.
Philip

Are on going discounts dangerous for businesses?

It's obvious that discounts make up a huge part of the mid-market dining sector.  Most of the major high street brands have large discount aimed to attract more customers but although this is great for generating foot flow is it good as a long term stratergy or for profits and has it got to the point that the companies now can't survive without these promotions.

Every month I receive my usual email for 2for1 on mains or Pizza for a pound and every week I sigh slightly thinking about the pressure that the marketing team must be under to think of more and more new discounts.  It's not that I don't want a deal or appreciate a good discount but I worry that the smaller independents are feeling the pressure and are having to follow suit.

 I fear that this is a slippery slope and before they know it they are just another member of the heavy discount group, serving average food, knowing that if they stop the discounts they will lose their new client base and potentially loose any type of business.  It's a far step from their original plans.

I no longer see companies such as Pizza Express, La Tasca and Prezzo (to name but a few) as serving quality, I just see them as a place to go if I had a voucher.  It's a shame really because they all started out as great restaurants.

There is another way of course, follow the likes of Cote.  They don't advertise discounts and are certainly not know for vouchers but instead have built up a good group based on quality.  Quality food, drinks, service and surroundings.  So if you are a new restaurant or an expanding group stick to the idea that if its good enough people will come.  Give the customer a great experience and they will come back again and again with or without a discount.

Don't fall into the heavy discount trap, a promotion now and again is fine but don't go over board or your business might just sink.

Philip 

The Yes Culture

If your business can introduce a Yes culture and have your staff fully embrace it you'll soon see the benefits.  The only thing is how do you start the culture?

The whole point of the Yes culture is to display a positive approach to anything and everything concerning your customers.  Staff should be trained to always say yes and to be positive.  Now- I've had clients ask "what if we can't say yes to a customer" which in the first instance is a valid question but a true Yes culture means that when you need to say no, you can still say yes.

This is not a mind trick or a way of deceiving customers but its how we introduce a positive answer to requests.  For example if a customer asks for a T-Bone steak but you only serve Rib-eye you can reply with "I would love to but I'm afraid we don't have any in the kitchen, try the Rib-eye this time its from our local butcher, hung for 21 days and full of flavour.  Next time you come to see us, give us a call and we'll get a T-Bone ordered from the butcher especially for you".  This no answer to their request is dealt in a positive way and so falls in line with the Yes culture.

With a Yes culture introduced customers will always receive a positive experience, this can set a great opinion of your business and can help establish a loyal fan base.

Yes is the way forward.

Answer to the quick survey I posted

Recently I posted a quick survey on linkedin.com


The question was this

Q. In order what is the most important part of running a hospitality business? 

A. Marketing 
B. Operations 
C. Staff Training 
D. Design 
E. Financial awareness 
G. Customer service 

I had a great response from people in all areas of hospitality and I would now like to share with you my answer to the question. 


It can be argued that all of the six points are equally important and throughout the life span of a hospitality business this can be true but I want to look at the question in a different way.


If I had prioritise one of the list to make sure a restaurant or bar was to survive in the current climate I would have to choose customer service.  This decision that was my first instinct and has been a constant in my working life but I couldn't keep Financial awareness from also being at the top, lets be honest without financial awareness where is the business plan?  People open a restaurant with the intention of making money. OK, there are the ones who tell you its for the love of food, but lets be honest they need to make money to spend money on their Fois Gras and truffles so they have to have an idea of Financial awareness.


So does that mean I think that should be number one, well no.  As I said my choice is customer service.  The days have long gone when it was OK to think that a customer was wrong or an idiot for complaining, the time has past when the waiters sniggered when a customer ordered a Sauvignon when they were eating a Ribeye. Now the emphasis is on providing the sort of service that makes customers feel that it was worth spending their hard earned money.


In the current climate more than ever customers want and need value for money, they are bombarded with TV shows telling them their rights, magazine articles explaining how restaurants work and websites allowing anyone to become the next A.A Gill. We as hospitality professionals must do all we can to meet and exceed the customers expectations.  By delivering great service and not average service a business can start to build a loyal fan base who will return again and again.  Customer service should be a fundamental of any business and none more so than hospitality, it's essential therefore that delivering great customer service and going that extra mile should be regarded as the most important area and everyone working within the business should be aware of this.


So customer service is at the top of my list and what I consider as the priority.  This is then followed closely by the financial awareness as there is no point supplying the best service in town if you cant actually afford to stay open.


After these two I start to group the others together.  Next on my list would be operations and staff training.  Some would say staff training is more essential than operations and if you want great customer service then you must train your staff.  This could be true but I believe that the majority of people will follow the leader and so if the business owner believed in great customer service and demonstrated that on a daily basis then the staff will follow.  So I would say as much as training is important and it is very important, you have to know what your working operations are to start with.  There is no point training the staff to do one thing and then deciding that the way you operate is completely different, this is a false economy and a waste of yours and your staffs time.  Establish what you are going to do first (this undoubtedly will be tweaked from time to time) then formulate your training plan to work in line with your operations. Streamlined and efficient planning will deliver greater results.


The final two are design and marketing.  There will be people out there who would completely disagree with me and would say that marketing is the most important. I understand their opinion and through my experience working as a consultant I get asked about marketing more than anything else.  
My answer is always the same.  Marketing is very important and the more you can do to get your business noticed the better but do it correctly.  Don't waste thousands of pounds on advertising but look to the free options instead.  When you do start marketing your business make sure its at the right time, if the customer service is poor work on that first to improve it, if you don't turn a profit because your spending too much look at your books and cut costs, if the way you work is not efficient and doesn't deliver what you first envisaged restructure your operations, if the staff don't work properly or deliver the correct level of service train them until they do and if the restaurant, pub, bar or hotel that you operate is a turn off to customers look to redesign and attract people through the door.  Once all of these areas are correct then look to market the business because there's no point spending time and money on getting people to your venue only for them to be let down and never come back again.


So there it is my list:


Customer Service
Financial awareness 
Operations 
Staff Training 
Design 
Marketing 
 
Kind Regards
Philip
www.bandrresolve.com