Last week we were talking about how to welcome guests into our restaurants this week we will talk about on how we are going to give them great service and ensure we have them come back or maintain them in your business. So whether the customer is traveling for business or pleasure, you want your guests to experience comfort and convenience during their stay at your hotel / home / business. You aim to have amenities that seem effortless yet impeccable and finally is great service.
What is service?
- The service provided is often something that the consumer cannot touch or feel. Service is often created and delivered on the spot, in many cases with significant involvement of the customers in the service process. Because of the visibility of the service process in many instances and the intangibility of many services, operations management and marketing are more interdependent.
Let’s start on ensuring you have loyal guest and this starts with the best experience from the door, to the reservation agent, to the hostess to the waiter to the meal presented from the kitchen here we are talking about the chefs and the entertainers and finally the cleaners and the cashiers in the hotel who ensure all this is done and not the Managers as most people and managers think that its them who ensure all this. It starts with each and every one and in service industry it’s never about doing it by myself it’s all about team work. And its team work if all have the same goal and vision and not vision and goal imposed on you to do it by the coach while the coach is sleeping.
The players have all different goals in mind and the goal keeper has his expectations and the coach has his/hers in mind. It’s only a team when we all work together to achieve the common goal.
How do we do this?…………………………………..
The guest or customer would like to have the same and even more service when he comes back into your hotel or business, their expectations are so raised very high up and when they come back they find a new face or either the same old face but now the service is either gone down to the drain and lost its first impact the guest had last time he patronized at the restaurant.
Let’s focus on how we will ensure that the great practice of profit service chain in your business and the rest will all fall into place. This affects the employee’s attitude towards their skills and talent and knowledge towards their professional line. Treat your Employees well deliver what you say you will deliver to them no matter what they will deliver what you want them to deliver to the guest exactly what you want them to do and even they will go beyond all that and this will have a complete change on behaviors of your customers and business growth and profits at long last.
…Total Quality Service delivery is : When .service expectations have been exceeded Remember your internal circle (employees attitude) reflects the you(Employers Attitude).just like a baby when he /she happy the parents are happy!
Attitude is everything” is a phrase we have all heard. How often is it put into practice at your restaurant? A recent study shared by Bob Pacanovsky of Robert J. – Training & Design© looked at why guests “quit” their restaurant:
• 1 % die
• 3% move away
• 14% are dissatisfied with the product
• 9% leave because of competitive reasons
That leaves 73% of guests who “quit” because of an attitude of indifference from staff.
The good news in these results is that you have a say in how you teach your staff to treat guests. A healthy company culture improves your company’s customer service, which in turn helps employee retention and productivity, and business quality and reputation.