What better way to improve your business than to talk to the people that are already doing it right? I look for every opportunity to talk with business leaders that have a proven track record. My experience reveals that those who are truly successful and genuine in their desire to be the best are those who are willing to share their insights. I interviewed that person. The Director of Operations for a family-owned restaurant shared some of his strategies. First, they evaluate customer service expectations. Second, they develop processes and benchmarks that ensure they consistently exceed those expectations. Third, they consistently measure staff performance against the benchmarks and provide continuous feedback and training. Fourth, they train, train, train.
Here are a few examples of their commitment to service:
- Patrons are acknowledged within 45 seconds of being seated
- Beverage napkins are coated to prevent the napkin from sticking to the bottom of a glass
- Towels are dampened just enough to wipe down a table but the table will be dry before the next patron is seated
How does all of this get accomplished? They have 12 managers on the floor versus 3 or 4, which is industry standard for their size establishment.
Take a look at your organization. What are your benchmarks? What, and how often, do you measure? How often are you giving feedback to your staff? How much time is devoted to training?
What to be the business of choice in your community? Look outside your own industry and learn from the best.