| Technique is an extremely important part of | | | | generated from these repeat customers not to |
| restaurant customer service, yet the attitude of | | | | mention the word of mouth marketing as they |
| service is just as important. Why? Customer | | | | tell friends. |
| perception. It is a great feat when a waiter has all | | | | Technique is 50% of restaurant customer service |
| of the mechanics down pat. But, if this waiter is | | | | and attitude is the other 50%. That is a large |
| perceived by customers as providing poor or | | | | percentage. With intimate human contact |
| indifferent service, he/she will not shine as much | | | | decreasing because of the computer age, a good |
| as the waiter who does not do everything | | | | psychological dining experience becomes more |
| correctly, but enthusiastically tries to please each | | | | important than ever for the restaurant business. |
| and every customer. | | | | It is quite ridiculous for a waiter to struggle in |
| The word restaurant itself has French origins | | | | performing his/her technique without a flaw, yet |
| meaning to "restore." Today, more than ever, | | | | to lose out on a repeat customer by having the |
| customers patronize restaurants seeking not only | | | | wrong attitude (not to mention a good tip). |
| physical restoration through the consumption of | | | | As an owner or manager, you must teach your |
| food and beverage, but also psychological | | | | staff to be caring and concerned for each and |
| restoration. There is no better antidote to a long, | | | | every customer that walks through the door. It is |
| stressful day at work than the welcome of a | | | | always best to reinforce this concept in a positive |
| friendly restaurant. It may sound cliche, but yes, | | | | way at the beginning of each staff pre-shift |
| where "everybody knows your name." | | | | meeting. From that vantage point, the proper |
| In the past 20 years, the culinary world has | | | | attitude will flow properly and pervade throughout |
| expanded tremendously with literally thousands of | | | | the dining room service for the entire shift. |
| schools popping up all across the country and the | | | | Waiters must be reminded from time to time |
| world. Yet, they are always lagging in front of the | | | | that customers are paying for a plate of food |
| house waiter training programs that teach the | | | | that can cost 8 or 10 times what it costs to |
| basic attitude concepts along with the mechanics | | | | make at home, so they want something extra or |
| of restaurant customer service. It is a big mistake | | | | "value added" to their dining experience. If they |
| to compete solely on the basis of food and | | | | leave the restaurant with a full stomach and a |
| beverage because service is often the deciding | | | | sense of well being, it is a guarantee they will be |
| factor as to what makes a repeat customer. | | | | chirping to many of their friends about a great |
| Owners and managers are concerned with menu | | | | restaurant they visited. Word of mouth marketing |
| upselling which is always extremely important, but | | | | is by far the best kind-and it's free! |
| getting those customers to return to the | | | | So remember attitude, attitude, attitude because |
| restaurant one or two times more per month | | | | technique and style isn't worth the same without |
| boosts sales even more. Higher sales will be | | | | it. |