Opening a new business means being ready to go from the day before you start.
In restaurants, that goes double. The moment you open you are up for assessment. And in the social media world, that means immediately.
Train the staff. As in, not just table numbers and how to carry three plates without going arse-up, but in hospitality. When people walk in – greet them. They’ll have questions. Listen closely and reply clearly. If you don’t know, admit as much, let them know you’ll find out and do so quickly.
Know the terminology on the menu. Know how to recognise it when enunciated. Know the restaurant layout and how it best works. If one bit of the room is too hot/cold/noisy, know where to guide people to be most comfortable. Don’t send them to an empty space in another room that is not set up. Be helpful. Wait upon them. They are here for a service, a meal, a drink. They might be scoping the next venue to host ongoing corporate events. Or the best place to dine solo regularly and be content. They might be a one off. They might just be wanting another glass of wine…
But you don’t know what they are. Being precise in your offering is knowing that every minute of their time with you counts.
Forgetting someone after their main has been cleared. Not offering coffee, tea, dessert, a digestif? Is money lost. In no small part due to the fact that they will feel ignored. And people who feel ignored don’t come back.
Most people have a budget to spend out in the world. Enabling them to spend more of it with you – and to be happy about that – is the gold standard.
Restaurants are a tricky business. Being prepared, and training your people, knowing where queries might arise and having answers ready? KEY.
Kinda like knowing what the fish of the day actually is some time before 1pm…