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. Exactlty what can you gain knowledge from a CASE (copy and steal everything) study of today’s successful concepts? Think hospitality rather than service.
Over a recent visit to Pei Wei near me, PF Chang’s fast-casual concept, having a colleague of mine (his first time to consume there), he was impressed using the friendly food delivery and offer to get drink refills for all of us. Drink refills? Many of us could offer that little dose of hospitality in our restaurants. Heck, at the most full-service restaurants today, you’re lucky should you get a refill in a timely manner. Will that develop your sales? Certainly!
The Golden Corral within my neighborhood has a very Cheers-like atmosphere, where the guests request specific servers as well as the managers are out front and manage to know everyone. Wonder why they still build sales and possess long lines? The guests possess a better experience at a discount coin. You certainly have the ability to create an experience such as these in your building also–if you move out front.
Jump off your kitchen tiles and spread some smiles working the guests’ tiles. Get on the other side of the counter and look your guests’ meals. Inject some hospitality to your restaurant. Why do you reckon so many individuals glance at the drive-through? They might not want to come inside. Create a better experience and they’ll be lining up. Studies have shown that dine-in guests spend more money, so provide them with a reason ahead on in!
Hospitality Rally – Add a dose of hospitality in your pre-shift meetings. Teach your people to connect with your diners–which starts with you. It takes no longer time and costs forget about money for somebody pre-bussing a table to smile, find out how the meal is, and discover if they need everything else. Your rally should focus on the way the interactions happen, not on a series of steps and tasks the guest doesn’t value.
A newly released trip through my local Chick-fil-A drive-through opened my eyes for the distinction between service and hospitality. I ordered a large drink and pulled around to the window. The attendant passed us a straw and told me the total was $1.29. I gave her the money, and she joked which had been only for the straw–the soda was an additional $1.29. Just a little laugh from someone jblstb her job and showing it towards the guests. Service is filling the requirement–if so, the necessity being “I’m thirsty”–and will be delivered with a vending machine or a variety of places. Hospitality, though, is unique. It takes place through people. Our kids dines at Pei Wei menu 2020 frequently with this very reason. How can you make the transition within your restaurant?
Cashiers, phone, and drive through. A great 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 like “great choice,” “that’s my favorite,” “it’s our most widely used items,” “which goes well with ___” will guarantee the guest feels good about their order. Simply replace the nod, non-acknowledgement, or “okay” with eye contact along with a positive response. Watch the sales accumulate.