Today we would like to mention four simple but very important rules that will allow you to form an emotionally positive contact with your guest. We call them the Rules of “emotional service”.
It's not a secret that restaurants that are ahead of the curve put guest relations at the heart of their business. For your restaurant to be successful, strengthen your relationship with your guests, and fulfill the expectations of your employees, you need to make your service the best and different from what your competitors offer.
Of course, there is no universal approach to all guests for one very simple reason - everyone has their own needs and ideas about the ideal service. Therefore, the basic rule of successful restaurant staff is the following: serve guests the way they want to be served. It is important to remember that the guest is the main person in our restaurant, he allows us to make money and develop the business. This is the one who will recommend us to friends and acquaintances or vice versa - give feedback, after which potential customers never become real ones.
Guest service begins the moment they enter the restaurant and ends when they leave. We believe that it is unacceptable to get carried away with the technical aspects of service, which will also be discussed in our blog, to the detriment of the attentive and caring treatment of the visitor. Guests can excuse (and often do not even notice!) some technical errors, but never forgive inattentive or unkind attitudes toward themselves.
If a waiter perfectly masters the art of service but is sullen, absent-minded, or impolite - he does not meet professional requirements. In addition, every employee, regardless of what he or she is responsible for in the company, must constantly keep in mind the company's interests in terms of increasing sales and, consequently, the restaurant's revenue.
So, 4 rules that we recommend focusing on in terms of creating "emotional service" that will allow you to improve customer service and increase the size of the bill and tips:
1. Look at your guest. When you do this, you are not just taking an order, you are listening. Only by listening carefully to what the guest is saying can you take the order correctly.
2. Smile. Smiling disposes people to each other, and improves mood and well-being. In addition, it directly reflects on the quality of your work.
3. Talk to your guests. You need to not just technically take an order, but identify preferences, offer dishes, and provide choices. It is impossible to know what a guest wants unless you ask questions.
4. Thank your guests. Do it sincerely. Everyone appreciates politeness. And this, as you know, will directly affect your tips.
Taking care of you and your business,
Bill&Tip (Bill and Tip) Team.
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