I can’t emphasize enough the importance of putting yourself and your staff in the customers shoes. 

I can’t emphasize enough the importance of putting yourself and your staff in the customers shoes. 

Best case, you create affinity and truly understand why your customers are drawn to your restaurant.  Worst case:  You may find out why customers aren’t coming back.

This episode is all about customer Pet-Peeves.  The most minute details affect the guest’s impressions of your operation and these impressions are lasting.  They absolutely determine whether or not the guest returns.

Once again, I’m pleased to collaborate with my friend and fellow industry “pro” Jaime Oikle of www.runningrestaurants.com   Take a listen to our discussion as we cover seventeen - that’s right 17 customer service pet peeves to banish forever in your restaurant. 

Plain and simple.  In this most challenging business with so many moving parts, training your staff to see what the customer sees and experience what the customer feels will give your restaurant a huge competitive advantage.  

I recommend at least once a week on a reasonably busy night, sit down as a customer in your restaurant and put yourself in their seat. 

Start by walking in the front door and notice every part of the experience you and your staff deliver, from interacting with the front of house team, to visiting the restroom and bar, to watching the kitchen line if its visible, to the comfort of your dining room. 

Every detail matters.

Now go out there and Rock Your Restaurant!

Roger

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