I find myself dining increasingly more often in fast-casual restaurants rather than ones that provides full service (and I use that term loosely). Why? In addition to being more in control of the timing of my experience, I find the amount of hospitality in many fast-casual chains equal to or better than many of the casual full-service restaurants – for less money. What else could you gain knowledge from a CASE (copy and steal everything) study of today’s successful concepts? Think hospitality rather than service.
On the recent trip to Pei Wei, PF Chang’s fast-casual concept, with a colleague of mine (his first-time to enjoy there), he was impressed with the friendly food delivery and present to have drink refills for people. Drink refills? Many of us could offer that little dose of hospitality inside our restaurants. Heck, at most full-service restaurants today, you’re lucky when you get a refill in a timely manner. Will that build your sales? Certainly!
The Golden Corral within my neighborhood features a very Cheers-like atmosphere, in which the guests request specific servers and the managers are out front and seem to know everyone. Wonder why they still build sales and also have long lines? The guests have a better experience for less coin. You certainly have the capacity to create an experience like these within your building also–should you move out front.
Get off the kitchen tiles and spread some smiles working the guests’ tiles. Get on the other side of the counter and view your guests’ meals. Inject some hospitality into your restaurant. Why do you reckon so many individuals glance at the drive-through? They may not want ahead inside. Produce a better experience and they’ll be lining up. Studies show that dine-in guests spend more, so give them a reason in the future on in!
Hospitality Rally – Give a dose of hospitality for your pre-shift meetings. Teach your people to interact with your diners–which begins with you. It takes no more time as well as costs no longer money for somebody pre-bussing a table to smile, learn how the meal is, and see when they need other things. Your rally should concentrate on just how the interactions happen, not on several steps and tasks the guest doesn’t worry about.
A recently available trip through my local Chick-fil-A drive-through opened my eyes towards the difference between service and hospitality. I ordered a sizable drink and pulled around for the window. The attendant passed me a straw and told me the entire was $1.29. I gave her the money, and she joked which was simply for the straw–the soda was yet another $1.29. Just a little laugh from someone jblstb her job and showing it to the guests. Service is filling the requirement–if so, the necessity being “I’m thirsty”–and can be delivered by way of a vending machine or any number of places. Hospitality, though, differs. It occurs through people. Our kids dines at https://www.peiwei.com/ frequently for this particular very reason. How can you have the transition in your restaurant?
Cashiers, phone, and drive through. An excellent guideline would be to greet the guest by name. In the event you don’t recognize them, their name is Welcome. Start their experience off on the right foot. Positive, reassuring responses such as “great choice,” “that’s the best,” “it’s one of our most popular items,” “which goes well with ___” will make sure the guest feels good with regards to their order. Simply replace the nod, non-acknowledgement, or “okay” with eye contact as well as a positive response. Watch the sales mount up.