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
Wednesday, 22 February 2012
Sunday, 19 February 2012
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?"
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?"
Wednesday, 8 February 2012
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
Wednesday, 25 January 2012
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
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
Wednesday, 18 January 2012
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
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
Thursday, 12 January 2012
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
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
Monday, 9 January 2012
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.
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.
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