The 3 P's a Guest Encounters Each Time They Visit a Restaurant

The restaurant business is one of the toughest in the Tampa Bay market as it's full of many different types of players all trying to carve out a place for their brand for the thousands of patrons who eat out on any given day. A restaurant's success – like other restaurants – is ultimately decided by the quality of the guest experience. Period. It's true, just read the millions of Yelp and other social media comments that guests post about restaurants. Whether the comment is complimentary or complaintive, 99% are describing their guest experience on the word-of-mouth platforms for all to read. Are all of these comments fair, or even true? No, but it doesn't matter. When enough people post about a restaurant, many readers will form their own perception of the restaurant based upon the opinions of others. It's for this reason that restaurant owners MUST constantly think about ways to improve the guest experience and be sure it is 'delightful'. For starters, owners need to put themselves in the shoes of their guests. Too often owners are so consumed with the day to day challenges of running their restaurants they subconsciously turn a blind eye to the 3 P's the guest encounters every time they visit a restaurant: Product, Place and People. Product is the food and beverage served. If there are some really great recipes, unique offerings or simply provide a quality meal at a reasonable price, the more likely a guest will return and tell others about the place. But what happens when guests rave about a signature Snapper Pontchartrain, and a first time guest comes in to see what all the fuss is about? What if their meal is served and the snapper is overcooked or the Pontchartrain sauce is too salty? And never underestimate the importance of Place. The dining room, restrooms, windows, and parking lot all play a part in the guest experience. Cleanliness and well-maintained facilities can have a positive influence on a guest's perception. Conversely, dirty restrooms, smeared glass on entry doors and crumbs on floors and tables create a negative impression. Of the 3 P's, perhaps People (the staff) have the most influence over the dining experience. Its the people that provide service and hospitality. Great hospitality – truly caring about the guests as a person - can overcome a food mistake if corrected, but the best food in the world can't make up for poor attitudes or indifference towards guests. This indifference can show itself in many ways starting from how they are greeted at the door to how convenient it is to pay the check. To improve results – and reviews – start by ensuring a consistent guest experience. Successful restaurant owners use checklists, training and other systems to promote consistency in the 3 P's guests encounter each visit.