I find myself dining a lot more often in fast-casual restaurants as opposed to ones that offers full service (and I use that term loosely). Why? As well as being more in command 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 learn from a CASE (copy and steal everything) study of today’s successful concepts? Think hospitality rather than service.
On the recent visit to Pei Wei prices, PF Chang’s fast-casual concept, using a colleague of mine (his first-time to eat there), he was impressed with all the friendly food delivery and present to obtain drink refills for people. Drink refills? Most of us could offer that little dose of hospitality in our restaurants. Heck, at many full-service restaurants today, you’re lucky when you get a refill in a timely manner. Will that construct your sales? Certainly!
The Golden Corral within my neighborhood includes a very Cheers-like atmosphere, where guests request specific servers and also the managers are out front and seem to know everyone. Wonder why they carry on and build sales and have long lines? The guests use a better experience at a discount coin. You certainly are able to create an event like these inside your building too–in the event you move out front.
Get off the kitchen tiles and spread some smiles working the guests’ tiles. Get on the other part in the counter and look your guests’ meals. Inject some hospitality to your restaurant. Why do you reckon so many people go through the drive-through? They may not want in the future inside. Develop a better experience and they’ll be lining up. Studies show that dine-in guests spend more, so provide them with reasons ahead on in!
Hospitality Rally – Give a dose of hospitality in your pre-shift meetings. Teach your individuals to connect with your diners–which starts with you. It takes no longer time as well as costs no more money for someone pre-bussing a table to smile, learn how the meal is, and discover when they need other things. Your rally should concentrate on how the interactions happen, not on a series of steps and tasks the guest doesn’t care about.
A newly released trip through my local Chick-fil-A drive-through opened my eyes to the difference between service and hospitality. I ordered a large drink and pulled around towards the window. The attendant passed us a straw and told me the entire was $1.29. I gave her the amount of money, and she joked which was just for the straw–the soda was yet another $1.29. A little laugh from someone jblstb her job and showing it to the guests. Service is filling the requirement–if so, the requirement being “I’m thirsty”–and will be delivered by a vending machine or a variety of places. Hospitality, though, is different. It occurs through people. My family dines at Pei Wei near me frequently for this particular very reason. How will you make the transition in your restaurant?
Cashiers, phone, and drive through. An excellent rule of thumb is 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 the best,” “it’s our most popular items,” “which also goes well with ___” will guarantee the guest feels good with regards to their order. Simply replace the nod, non-acknowledgement, or “okay” with eye contact and a positive response. Watch the sales mount up.