F & B Articles – The Biggest Reasons Restaurants Lose Customers

I received this article  from one of the internet sites that I follow. The website is RestaurantNews.com. The article is The Biggest Reasons Restaurants Lose Customers”. You may have been successful before with with loads of customers flocking to your restaurant. Still that was before, now there might be a slowdown in revenue. Your customers might be dining somewhere else. That is  why you have to pay attention to the social media. See what people is saying about you. Occasionally the customer might exagerate. But when there is too many of the same complains, there might be some truth in it.

If you follow some the restaurant related reality shows like Mystery Diners, Restaurant Impossible. You will see that there are other factors other than your product that can make you loose your customers. Below is an short snippet from the article.

The Biggest Reasons Restaurants Lose Customers

Let’s face it. Every restaurant at one point or another is dealt the reality of lost customers. And while it’s impossible to please every customer, every time, if you find your restaurant’s business declining, there’s probably a bigger issue to blame than just the slow economy, a couple of negative online reviews, or a new restaurant down the block luring in your guests. Here are some of the biggest reasons why restaurants lose customers.



  • Substandard service: Poor service is a huge deal breaker with customers for obvious reasons. No matter how great the food or ambiance is, if your service is lacking, your guests will remember it. Substandard service can include a wide gamut of issues, from a slow kitchen to rude or inattentive server. For more on this topic, you may also like to read one of our earlier Smart Ideas blog posts: How Many Sales did your Staff Lose Today?

To know more please visit this post  The Biggest Reasons Restaurants Lose Customers

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There are some people within the coffee shop industry who have not been telling the truth about how much it actually cost to open a coffee shop or open a coffee service business. There are two reasons for this.

1. They are trying to sell you something. Either some really expensive equipment, or some expensive consulting.

2. “They” don’t want to create more competition for themselves (ie, other coffee shop owners).

Wayne Mullins a former co-owner of two successful coffee shops have written this e book called Coffee Shop Secrets which is designed to walk you through the entire process of opening a coffee shop

Coffee Shop Secrets is not for people who think they can sit on their couch and have a coffee shop magically open for you. Opening a coffee shop is work! But Coffee Shop Secrets will guide you straight through the process with the fewest possible mistakes (saving you money and your valuable time).

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6 Ideas to Turn Your Restaurant Employees into Rock Stars

 

Every bar or restaurant owner understands how critical their employees’ performance are to their business. Just watch any episode of Restaurant Stakeout on the Food Network, and you’ll see all of the things that can go wrong inside restaurants when trouble employees act inappropriately on the job, such as stealing, drinking, or treating customers poorly when nobody is around to see them in action.

Hopefully, you aren’t among the statistics of bar and restaurant owners which have had to deal with any of these tough scenarios. But even if you have stellar employees, everyone needs some motivation, encouragement and mentorship along the way to help them continually go above and beyond to exceed your and your customers’ expectations. Here are 6 Smart Ideas to help turn your employees into ROCK STARS!

 

1) Get them involved in your business and let them know their opinions and ideas matter:

Employees who care about your restaurant will be only more empowered to excel in their job if given an opportunity to participate in the strategic vision of your bar or restaurant. For instance, create a “Suggestion Box” asking employees to submit their suggestions or new ideas that will foster improvements and positive change for your business. Then show that their voices are being heard by implementing those changes and recognizing the employee who came up with the idea, such as a new promotion or menu item.

2) Reward star employees for a job well done:

If an employee shows exemplary customer service or management skills, for example, reward them with promotions, bonuses or other perks to let them know that their efforts are appreciated. Even a small gesture such as recognizing an employee with a Visa gift card and honor of “Employee of the Month” will go a long way in making that individual feel appreciated for their job well done.

3) Lead by example:

As the owner or manager of your bar or restaurant, it’s your responsibility to lead by example. Conduct your business and employee management matters in the same top-notch way that you would expect your employees to act. That means being present, accountable and accessible to employees with needs, concerns or ideas to share.


4) Be transparent:

Your staff will care more about your business if you give them an inside track into how the business is doing, the good and the bad. Hold regular weekly staff meetings to discuss overall operational or management problems, sales performance, financial outlooks, etc. Get employees involved in the problems and ultimately the solutions.

5) Treat everyone equally and with equal respect:

In a National Restaurant Association article contributed by Career Builder, entitled, Keep Restaurant Employees Motivated, this point was clearly emphasized as a must-have tool for improving restaurant employees’ performance. The article states: inconsistency and favoritism can kill employee morale. Treat workers equally, and do things as promised so they know what’s expected.

6) Have some fun along the way:

Live by the philosophy of “Work Hard, Play Hard.” Your employees work hard and long hours, so it’s important to give them a break some times and an outlet to have fun at work. Consider organizing staff events or outings, “Movie night”, “Baseball night,” etc. Or close out your bar or restaurant once or twice a year for employee and friends-only events and parties.

 

Your employees are the lifeblood of your bar or restaurant. Treat them well and it will surely pay off for your business and your customers!

Article source :– 6 Ideas to Turn Your Restaurant Employees into Rock Stars

 

 

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This book says everything I have always believed. Its not only the Chef that makes a restaurant successful. The wait staff is also important. Most successful restaurants all have one thing in common…
They provide customer service which exceeds their customer’s expectations!

From the statistics below you will see why its so important
Well, consider these statistics from the White House Office of Consumer Affairs in
Washington, DC…
For every complaint you’re aware of, there are 26 additional customers who
have unresolved problems or complaints…

A dissatisfied customer will tell 9 to 15 people about their displeasure and
sometimes they will tell as many as 20.

On the other hand, this same group also found…
Up to 96% of customers would do business with you again if they felt you acted
quickly and to their satisfaction and many said they would refer other people.

On average, happy customers will tell 4-6 people about their positive experience.

The Fact Is…
Businesses that provide extraordinary customer service can improve their
profitability, increase market share and will have customers who are willing to pay
more for their products and services simply because of the extraordinary service
they receive.

 

 

 

 

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Everything I Know About Customer Service I Learned at Disney World




That’s me, spinning away on the Mad Tea Party at Disney World

My family and I just returned from the Most Magical Place on Earth, otherwise known as Walt Disney World in Florida. If my calculations are correct, this was my 9th visit there, and my husband’s 11th. Yes, we love it and we’re not ashamed to admit it. We have some friends and family who don’t quite understand why we keep going when there are so many marvelous places in the world to visit. And I see their point, but we can’t help ourselves. There’s just something extra special about the way they do things there. And that’s no accident. It’s very intentional, in fact.

Disney is in the business of creating experiences for its customers. This is much different from simply providing a thrill here and there. For this reason, Disney World doesn’t have rides – they have attractions. And it’s not just a difference in terminology – Disney also values storytelling, hence nearly every attraction offers some kind of narrative or story that is incorporated into the experience.

While in Disney World last week, I visited the One Man’s Dream attraction at Hollywood Studios, which is a mini-museum of sorts all about Walt Disney’s life and how he grew his company to be one of the most successful of all time. I learned that when developing his theme parks, Walt Disney wanted to do things differently and completely redefine guests’ expectations of what an amusement park could be. He firmly believed that they were putting on a show for guests. Therefore, those who worked at Disneyland (and later Disney World) were to be called “cast members” rather than “employees” (and they still are).

Walt’s extreme attention to detail regarding every aspect of the “show” was carried out in all areas, and he wanted everything visible in the parks to be “stage ready” at all times. For instance, before Disneyland opened, it was common for amusement parks to have trash strewn about – they weren’t known for being clean, tidy places. But Walt set a completely new standard and never settled for the status quo, and this continues today. If you pay attention, you still see countless Disney cast members discreetly sweeping and cleaning the streets throughout the day, and debris on the ground is minimal.

In addition to putting on a great show, Disney knows a thing or two about good old-fashioned customer service. Thousands of people visit Disney theme parks daily, yet cast members still know how to make individuals feel special. From the way they warmly addressed my 5-year-old daughter as “princess” to the way our server at the 50’s Prime Time Café took extra time to offer us “insider” tips without us even asking, Disney cast members consistently go above and beyond what we typically experience elsewhere.

And this is even more amazing considering the gobs of people that they interact with on a daily basis. It’s a challenge in any customer-facing job to remain upbeat when having conversations about the same things over and over with different people all day long. I think we’ve all had interactions with employees of companies who made us feel like we were just another number, or who obviously thought we were stupid for not knowing something, or who seemed to be rattling off a scripted answer that they had already recited a hundred times that day. So I find it especially impressive when, as a customer, I encounter employees who are able to keep it fresh time and again, no matter how many people they’ve already interacted with that day.

The naysayer might say, “Sure, Disney’s got great customer service, but they bring in billions of dollars. They can afford to focus on those details.” But I believe that they became successful in large part because of that intentional dedication to high quality and first-class customer service. I daresay that their success has less to do with the product they offer, and more with how they deliver it. Keep in mind that I’m raving about a place where people regularly experience heat in the upper 90s, suffocating crowds, and attraction wait times of up to two hours. Yet you don’t hear too much about those things – most people are mesmerized by the experience that has been created for them.

I’m not saying that every single aspect of Disney World is perfect or that every Disney cast member is an exemplary model of customer service. But overall, Disney has a heck of a lot figured out – so much so that other organizations turn to them for consulting on customer service, leadership, innovation, and brand loyalty, among other topics. Additionally, numerous books and articles have been written about Disney’s commitment to excellent customer service (just do a Google search for “Disney customer service” and you’ll see what I mean), so they are definitely doing something right.

The great news for the rest of us in the business world is that we don’t need princesses, parades, and castles to pull off Disney quality. What we need is an intense focus on making our customers feel special; to remember that thousands may come through our doors (or inboxes), but each one of them comes to us for a first time. For any business to thrive, we must convince the customer that once is just not enough.

As a consumer, when have you had a really outstanding customer service experience? Or if you’re in the business of serving others, what do you do to ensure positive experiences for your customers? I look forward to hearing your thoughts!
Article Source  Everything I Know About Customer Service I Learned at Disney World

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