Category Archives: service

“let me get my manager”

You’re eating a meal and something goes wrong.  Not a big thing…a little thing, but you need it to be fixed.  You alert your server and the solution you come up with is that your meal will be remade.  At which point you hear these dreaded words from your server, “Let me get my manager.”  […]

why auto gratuities shouldn’t work…but they do.

A friend of mine that lives in LA told me that they were at the Roosevelt Hotel bar and their bar bill for two drinks had an auto gratuity added.  This friend has worked in the restaurant industry for a long time and knows that auto gratuities are normally only added to large parties.  Quick […]

why the restaurant industry will be changing in the customers favor

My friend who has worked for Olive Garden for over 20 years told me that the company recently sent notice to all tipped employees that regardless of what their hourly rate is they would all go back to making minimum wage.  My friend at the time was making over $14 for their service and this […]

you can’t train customer service

Some of you are thinking, “Oh yeah, tell that to my manager.  We have a twelve step program that teaches us all about providing great customer service.”  I don’t doubt that’s true and I have actually been guilty of doing this same thing.  I see a crew member that isn’t providing great customer service and […]

timing

Part of providing a great customer experience in the restaurant is good timing.  A lot of fast food or quick serve restaurants believe in the rule of “Faster = Better” (they also believe in “Cheaper = Better” but that’s another article entirely).  But is this true?  Is there such a thing as going too fast?  […]

customer experience vs customer service

The Customer Experience in a restaurant incorporates everything that goes in to a customers visit.  Customer service is part of that visit, but so is the food, dining room, look of the staff, and the atmosphere.  There is no number that is used to measure the Customer Experience but there are indicators of whether a […]

the angry chef, restaurant manager, reality show host, Etc.

I remember the days of serving where the chef would yell at us for various misdemeanor kitchen crimes.  You might not garnish a dish right, or it could have a sauce you don’t remember and all of a sudden you were berated with a flurry of foul language all meant to do nothing at all […]

customer feedback

I just had bad service.  It happens to everybody I guess.  The server wasn’t rude just bad.  They were painfully slow and inattentive, they got our order wrong, and were an all around distraction to the entire meal.  The server was nice, but they either didn’t care or were poorly trained.  The manager was nice […]

the competitive shop

So often as restaurant owners and managers when we go out to eat at a competitor’s location we look at how we’re better.  But what if we did the opposite?  What if we looked at how our competitors do things differently or better than we do? What could we learn? Try going to one of […]

the gracious customer

  I recently read an interview that asked a panel of Montreal restaurant owners and managers about proper customer etiquette in this modern age.  It was interesting to read that many customers do not understand or take the time to think about what it means to be gracious.  I think we should expect great food […]

  • Facebook
  • LinkedIn
  • Twitter