Happy Servers Happy Customers
By Dwayne Reno
Have you ever been to a great restaurant with amazing food, but felt your server didn't want to be there?
The personality of a restaurant is embodied in its service. If your servers are creating a good service experience then customers will connect with your brand, and also feel welcomed. The results will be great word of mouth marketing for your restaurant, bar or café...
The first people your customers come in contact with are your servers. Your servers should be walking billboards. They should be properly trained to pitch current specials and promotions. Doing so will directly impact your up-selling and increase average ticket size per customer.
Walking billboards will only work effectively if your servers are happy and working in a low stress environment. If not your review on social media will be about that bad apples, bad customer service. Here are some effective ways to keep staff happy and up-selling.
Employing responsible people means you won’t be required to micromanage them. If staff members feel like someone is watching their every move it can result in lack of trust between management and staff members. This can create a stressful environment for team members which will also rollover to your customers.
Starting each shift with a team meeting will help to lift the spirits of your servers. You will be able to provide performance updates and delegate new task much easier. Also if a team member is not having a good day they will have a chance to speak to you first. Working out staff issues before a shift decrease the chances it will roll over to your customers.
“A family that eats together stays together”. Allow your staff to eat together when possible. This will encourage a sense of community amongst your servers and management. This can also help to keep front of house informed about the food they are serving to your customers.
Your staff can and should be utilized in every marketing campaign for the full duration. By simply training staff in up-selling you can help to increase your average ticket sizes. Having friendly competitions that rewards your staff for participation will go a long way in keeping staff happy. Friendly competitions can also help you spot servers who may require more training in a particular area as well.
Until next time your customers want to know why they should spend money at your restaurant bar or cafe. So give them the goods!
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Dwayne Reno CEO & Founder
Social Chat Blog
Once a month, Building Block Associates serves up some food for thought with our foodservice Social Chat Blog.