1. Have a daily plan before you enter your restaurant.
Successful people never start a day without a plan. Before you leave your restaurant construct a list for the following day. You may choose a To-Do list, or you may dictate notes into your smartphone on your way home. In any event, stay ahead by planning tomorrow's list today!
2. Make sure the job gets done.
Following up on every project is even more important than initiating it. Be a hard-nosed persistent and make sure the job gets done. It's a lot easier than having to make excuses later.
3. You deposit dollars, not percentages.
I have seen many restaurant operators who are forever looking for ways to lower percentages (i.e. food cost, labor cost) without looking at the profit contributions. Always look at the overall profit contribution (the mathematical difference between a menu item's product cost and it's selling price).
4. Keep hot foods hot, and cold foods cold.
The closer the temperature of the serviceware to the food, the better the chances are of maintaining that temperature.
5. People eat with their eyes.
If it doesn't look good, don't serve it! By making your product look good, you are on your way to exceeding your customers expectations.
6. Buy the best products available.
Use the best quality possible. If you start with a quality product there is a good chance you will finish with a quality product.
7. Give your employees feedback.
Immediate feedback is probably the most effective training method you can use. The closer the feedback is to the behavior, the greater its impact. This also applies to reprimands. Unlike compliments, however, which are usually most effective when extended in front of others, reprimands are best discussed in private.
8. Acknowledge your guests with a smile.
The first thing people see or experience exerts a strong influence on their final impression of a restaurant. How can we teach our employees to smile? We must set the example by smiling at them. A smile has a profound effect on your service, and it costs you nothing.
9. Call your customers by name.
Customers have egos and enjoy being recognized, particularly if they are with friends. People with guests will go out of their way to go to a place where they are known and acknowledged.
10. You cannot afford to have anyone leave your restaurant unhappy.
It has often been said that when someone has a good experience at a restaurant, they tell three people; but when the experience is bad, they tell seven (but that was the good old days). Now anybody can be a food critic on "Yelp," and one bad review can be read by hundreds of people. This is the reason a total dedication to customer satisfaction on the part of every employee is vital to the success of your restaurant. Word of mouth advertising can be positive and negative. It is five times more expensive to acquire a new customer than it is to keep an old one. Yet many restaurants spend much more of their resources on advertising, couponing, and direct mail than they do on training their employees to provide excellent service.
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