AWESOME Service (part 8)

Make Sure It’s Right

Have you ever taken a huge bite of something that a moment later you realize is disgusting. Not wanting to be rude, you are doing your best to choke it down just as the server runs by to see if “everything’s okay here?” You flail wildly to signal your desperate predicament and he/she takes this as resounding approval, exclaims “Great” and is off and running. You are now left to get through this miserable meal without a further word because after all they did their part and you should have told them. Has this ever happened to you?

No matter how busy we are, quality checks are absolutely crucial. That is – quality checks done in a quality manner. We should be aware of guest’s non-verbal signals and words that communicate mediocrity. Without being over bearing, let’s try to get to the heart of the problem and do our best to satisfy their needs. We can’t be afraid to draw a complaint out of a guest right there and then. It is much better to deal with it today then after they have told ten of their friends. Take personal responsibility for their experience and they will reward you tenfold.

Even the smallest complaint should be taken to heart and every measure taken to correct the problem. Never let the guest leave even a little bit disgruntled. We may have to buy dessert a meal or a future meal to make sure they are happy. Managers should be informed of any complaint regardless of how small or inconsequential it may sound. Managers must talk to each table that has a complaint and if a re fire is requested, the manager should deliver the new meal to the guest.

Making sure it is right is not just up to the server and manager; it is up to each and every person in the restaurant to insure that every guest gets our best.

The dishwasher is responsible for clean and sanitary utensils, the prep person for having items ready so the cooks are not delayed in preparing the meal, the cooks have to prepare each and every item to the same high standards we have every time.  Expeditors need to inspect each dish for the proper cooking procedures, sides and condiments that are required to go out with each dish. The person dropping the meal off to the guests must double check everything before leaving the kitchen with the meal. Once delivered, they must take a second with the guest to ask if there is anything we missed or anything else required.

Two minutes, two bites, the server must check back on the guest and give them time to respond to any needs. Here also is the time the server needs to look for the visual clues of an unhappy guest.

It is extremely important and this cannot be stressed enough that the floor manager must as we say in the industry, touch each and every table.

Guest satisfaction is up to each and every employee in the restaurant.

Have an awesome day and make more money!

JD

Put More Cash In Your Pocket!