Why Customers Don't Return

Is leadership lacking in your favorite restaurant?

Do you ever see a manager on the floor in a restaurant? I can't tell you how many restaurants I visit either for business or a personal dining experience where I never see a manager the entire time I am there. When you have good leadership, problems can be addressed before customers leave the restaurant. If your manager is visible and talking to customers they can get a better picture of how the employees perform and the reactions of customers. When a manager is hiding in the back of the house all the time employees tend to give customers a less than favorable experience.

As a mystery shopping business, we can show you and your team how routine shops will help improve customer experiences and increase revenue. Let me give you a few things we look for when we evaluate your restaurant:

• No greeter/hostess/host at the door - poor first impression
• Employees that aren't smiling - dislike their job, no leadership to guide them to be positive
• Quality of food - kitchen management not educating cooks
• Quality of beverages - bartender unknowledgeable
• Employees are chatting with each other or hanging with the manager - no leadership, customers not getting the attention they deserve
• Servers aren't checking back on their tables - problems can be solved in this one step
• Tables and booths not cleaned correctly - customers sitting in crumbs or walking on food in aisles (bussers/servers need to be educated on cleaning best practices)
• No greeter, server, or manager offering a sincere thank you and suggesting customer return - happier customers that want to return

With customers having so many restaurant choices it's important that you find ways to keep your customer happy and wanting to return. Customers will return for a great experience even when your prices are higher than your competitor down the street.

Let us at The Hart Experience educate your managers and teams on why customers aren't returning. Our customized shop reports are detailed so you as an owner know what is happening in your restaurant/restaurants when you aren't there. We are offering a complimentary shop to restaurants in July and August. Contact [email protected] / 602.717.3271, www.thehartexperience.com