How Review Sites Make You Provide Better Service

Posted by barblog on Mar 31, 2011 in Bar Marketing | 0 comments

People are using review sites, such as Yelp or Foursquare, to help them decide where to go for dinner, drinks, entertainment and so much more. These review sites are a great way for the customers to learn more about a business before they visit.

Since these review sites becoming more social (even Yelp has jumped on the bandwagon) and even more visible, it’s crucial that bars and restaurants stay on their game. Read more..

20 things your service staff should NEVER do

Posted by barblog on Nov 15, 2010 in Bar Service | 5 comments

As owners and managers, we are sometimes blinkered as to the actual experiences being had by our customers as we delegate more and do our “top level” thinking. With this in mind, now is a good time to sit down with your staff and remind them of this list of 20 things they should never do. Maybe you have other suggestions too? Let me know in the comments.

  1. Hide the service charge. If there is a service charge, alert your guests when you present the bill. It’s not a secret or a trick.
  2. Be unfamiliar with anything sold. Know your menu inside and out. When you serve a Chocolate Guinness Cake, know something about Guinness!
  3. Allow double-ordering. Do not let guests double‐order unintentionally; remind the guest who orders french fries with their roast beef that it is served with french fries already.
  4. Ignore the Special. If there is a Special of the Day, let guests know about it. Do not force anyone to ask for the “special” menu.
  5. Ignore another staff member’s table. Do not ignore a table in the bar because it is not your table. Stop, look, listen, lend a hand. (Whether tips are pooled or not.)
  6. Force customers to beg. Bring the pepper grinder with the starters. Do not make people wait or beg for a condiment.
  7. Make judgmental faces. Do not bring judgment with the tomato sauce. Or mustard. Or Tabasco. Or whatever condiment is requested.
  8. Leave place settings that are not being used. Don’t make a customer feel like they should have company or that they are inferior for not filling a table with friends.
  9. Drip feed the table. Bring all the starters at the same time, or do not bring the starters. Same with main course and desserts.
  10. Stand behind someone who is ordering. Make eye contact. Thank him or her.
  11. Let a customer die of thirst. Do not let a glass sit empty for too long. Approach the table and offer something more to drink.  This will increase turnover.
  12. Blame the kitchen sink. Never blame the chef or the runner or the manager or the weather for anything that goes wrong. Just make it right.
  13. Make the customers guess. Specials, spoken and printed, should always have prices.
  14. Let customers re-use cutlery. Always remove used cutlery and replace it with new.
  15. Be plain rude. Do not return to the guest anything that falls on the floor — be it a napkin, spoon or menu.
  16. Build a leaning tower. Never stack the plates on the table. They make a racket. Shhhhhh.
  17. Invade personal space. Do not reach across one guest to serve another.
  18. Lack common sense. If a guest is having trouble making a decision, help out. If someone wants to know your life story, keep it short. If someone wants to meet the chef, make an effort.
  19. Burn your guests. Never deliver a hot plate without warning the guest. And never ask a guest to pass along that hot plate.
  20. Be creepy. A handshake is as close as you should get to a guest. Never pat them on the back, head or backside.

The 10 Keys to Great Hospitality Service

Posted by barblog on Nov 27, 2009 in Bar Management, Bar Service | 1 comment

Your establishment, whether it is a restaurant, bar or a hotel, is made of bricks and mortar and this gives the customer an initial impression of what your establishment is like. But it happens too often that staff are rude, pretentious or simply not up to the task at hand. Needless to say; you won’t return!

The biggest reason for customers not returning to an establishment is due to a staff member’s attitude or indifference.

There are several guidelines to be adhered to when working in the hospitality industry. It requires talented individuals who need to be:

· Efficient
· Patient
· Thoughtful
· Responsible
· Reliable
· Customer focused

Here a few pointers which you can share with your staff so they know what is expected from them, whether they are working in a cafe, a bar, a Michelin starred restaurant or the local greasy spoon.

1. Always give a warm greeting with a smile

2. Listen to the customer request. If you do not hear them correctly then don’t be afraid to ask them to repeat their order so as you get it correct.

3. Anticipate the guests needs by offering before being asked, “would you like another drink”, “would you like some extra sauce”, “would you like water with your meal”

4. If a customer says “Thank you”, respond and say “you’re welcome”

5. Any staff member who receives a complaint “owns” that complaint. They are then responsible for ensuring customer satisfaction. Gone are the days of saying “this is not my section” or “yeah, I’ll be with you in a minute”.

6. Communicate guest’s problems with your fellow employees and management.

7. Always remember the importance of teamwork.

8. Take responsibility for your own behaviour.

9. When things go wrong, look on the positive side. Do not be afraid to make a mistake as long as your efforts are sincerely intended to do your job a better way.

10. A pleasant farewell and saying “Thank you, see you soon” is just as important as the initial welcome.

Repeat, Repeat, Repeat!

I Am Your Guest. Don’t Forget That

Posted by barblog on Nov 19, 2009 in Bar Management, Bar Service | 62 comments

customer_service1This Guest Charter is worth reading and remembering. As business owners and managers we need to remember the reason for being in business: The Guest

You often accuse me of carrying a chip on my shoulder, but I suspect this is because you do not entirely understand me. Isn’t it normal to expect satisfaction for one’s money spent? Ignore my wants and I will no longer appear in your restaurant. Satisfy those wants and I will become increasingly loyal. Add a little extra personal attention and a friendly touch and I will become a walking advertisement for you.

When I criticize your food and service to anyone who will listen, which I may do whenever I am displeased, take heed. I am not dreaming up displeasure. It lies in something I perceive you have failed to do to make my eating experience as enjoyable as I have anticipated. Eliminate that perception or you will lose my friends and me as well. I insist on the right to dine leisurely or eat in haste according to my mood.

I refuse to be rushed as much as I abhor waiting. This is an important privilege that my money buys. If I am not spending big money this particular time, just remember, if you treat me right I will return with a larger appetite, more money and probably with my friends.

I am much more sophisticated these days than I was just a few years ago. I’ve grown accustomed to better things and my needs are more complex. I’m perfectly willing to spend, but I insist on quality to match prices. I am above all, a human being. I am especially sensitive when I am spending money. I can’t stand to be snubbed, ignored or looked down upon.

Whatever my personal habits may be, you can be sure that I’m a real nut on cleanliness in restaurants. Where food is concerned I demand the strictest sanitation measures. I want my meals handled and served by the neatest of people and in sparkling clean dishes. If I see dirty fingernails, cracked dishes or soiled table clothes you won’t see me again.

You must prove to me again and again that I have made a wise choice in selecting your restaurant above others. You must convince me repeatedly that being a restaurant guest is a desirable thing in the first place. I can, after all, eat at home. So, you must provide something extra in food and service. Something so superior it will beckon me from my own table to yours. Do we understand each other?”

When is it okay to NOT over-deliver for your customers?

Posted by barblog on Oct 21, 2009 in Bar Management, Bar Videos | 1 comment

Sometimes over-delivering for your customers can cost you money without any upside for your business. How do you know when to over-deliver and when not to? My quick little video will let you know!

Can’t see this video? Click here

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