Even a kick in the ass is still a step forward
The rational business owner, when asked if he would like more complaints in his business, would probably say NO quite definitely. And we can all understand that. Who wants to hear that there is something wrong with their business? Especially considering all of the blood, sweat and tears we have poured into our labors of love.
But the irrational business owner WANTS to get complaints. They have toughened their skin, swallowed their pride, put themselves firmly in front of the customer with one sentence: “Tell me, did we please you today?”
And it’s the irrational business owner that succeeds, because for every bit of feedback he gets back, he tweaks a little and he makes a 1% improvement every day. That makes his business more than 300% better each year and that is the business owner that rides out any recession.
I’m the first to admit that I spent a long time (at least three years) afraid of what people might say if I asked them, but you know what? As soon as I did, little changes took place and little problems were addressed and business started to grow, slowly but surely. Not overnight and there was no magic formula, but inch by inch, foot by foot I moved ahead.
Marriott Hotels in the UK have just advertised for 60 voluntary inspectors to stay in their hotels, rate them independently and give feedback. These will be regular guests from the demographic they serve and you can be they will get a lot of constructive feedback. If they act on it, they’ll be the better for it.
I admire their interest in getting this feedback however it bruises the corporate egos initially but sometimes a kick in the rear is good, because remember, a kick in the rear is still a step forward.
If you want the tools to help you establish your systems and get that vital feedback, you’ll find a huge selection available for instant download at ManageYourBar.com
Should I Be Afraid Of The Menu?
Taking advantage of the beautiful sunshine yesterday, I headed downtown for a bite to eat.
I found the perfect place, a restaurant with a nice patio with tables where I could enjoy the evening sun. Prior experience had told me to ask the server if they are actually open/serving food/trading before seating myself down. My query as to whether food was being served was met with a:
“I’m afraid it’s only the evening menu being served”.
Now, I’m not sure what’s wrong with the evening menu, or why the waitress felt the need to apologise in advance for it.
Was it that it was, in her opinion, overpriced and she was softening the blow before releasing it from her clutches? or was it that the daytime chef had gone home and that the evening chef is not the most able in the kitchen?
Did I look like I wasn’t the type of customer that would be interested in/able to pay for anything more fancy than an appetizer?
In any case, I took my chances and had a great meal.
There really was no need to apologise at all….
Get Off The Floor….Your Business Is In Trouble
I had lunch in a newly opened restaurant this week. Actually, correction, I attempted to have lunch. I actually ended up leaving because 12 staff and a manager on duty were too busy to bother with as small a detail as actually serving customers.
Picture the scene. Huge sums of money invested in beautiful furniture, attractive staff uniforms, fine paintings on the wall while chaos was the order of the day on the floor.
How many more times will “shrewd” investors and developers build the finest buildings money can buy yet not understand the basics of running a succesful restaurant or even how to hire the right manager.
While I waited for twenty minutes to be acknowledged I could see staff running around from table to table from one end of a restaurant to another, obviously not assigned to any one set of tables; I saw bar staff venture on to the floor momentarily only to retreat behind the safety of a bar counter when customers started (heaven forbid…) to request things.
All this while customers queued for tables and the headless chicken of a manager busied himself with making coffees and clearing tables.
If you haven’t figured out what the problem is yet, you better read on, because this might have been your business.
Good service could have been provided at the tables and behind the bar in a comfortable, relaxed style by 8 staff had the manager understood how to delegate, manage and most importantly to work ON the business and not IN the business.
If a manager is busy clearing tables and washing dishes, then who is managing the business? Show your managers how to organise the staff, how to delegate duties and how to be able to measure how well business is going with a few indicators like customer feedback (ask customers…simple), speed of service, revenue at the end of the day, repeat business (a sure sign you’re doing something right).
But most importantly, GET OFF the floor…. your business could be in trouble.
I'm Barry Chandler and I'm The Bar Blogger. I've been involved in the bar and hospitality industry for 16 years. From Bartender to Bar Manager and from Food & Beverage Controller to Small Business Owner, I have worked with more than 500 bars in the last five years to help them streamline their costs and run a more profitable business and more than 800 bars and clubs use my Management Toolkit which can be accessed at ManageYourBar.com.
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