Is Your Restaurant Set Up For Maximum Efficiency?

How often do you dine in a restaurant that lacks organization?

Recently we have noticed that it has become a challenge to find a good restaurant that offers good food, good service, and a clean atmosphere. Sometimes we get good food but slow service or vice versa. Many times if there is a problem with the food and you have a great server the problem can be solved however that isn't true if the service is slow and unorganized. As a customer experience specialist, I see problems more often than others however lately it's also become noticeable to my dining guests.

Often the problem lies with the training a server or employee gets when they start. They may only receive minimal training, or there may be no follow-up on the training. or maybe they are not in the right job. I firmly believe that the problem often starts with poor management/leadership.

Let's look at some ways you and your teams can be better prepared for customers and save steps

• Anticipate customer's needs ie: if serving coffee ask in advance if they would like cream, if you are serving potatoes or a burger the runner should ask if the customer would like condiments, if not on the table or put ketchup in a ramekin on the plate
• If servers or bussers have a work station it should be stocked with items a customer might need so the servers/runners/bussers aren't running to the kitchen for everything
• Everyone should be trained full hands in, full hands out: this means when you walk past a table pick up dirty plates and when delivering new drinks pick up dirty glasses
• Runners and additional servers should be used when delivering food if all items can't be carried by one person: this way the entire table is served at the same time and avoids cold food, this also avoids one person eating their food while others wait for theirs
• Have to-go containers in the service station so no one needs to go to the kitchen or make the customer wait a long time
• All tables should be numbered: this way runners or other team members can take out food or let the server know if they see something that needs attention at a table, this will also avoid runners wandering around the restaurant with food in hand
• If a server removes plates and they have asked if the customer needs anything else and the customer says "No" they can set down the check or tell the customer they will be right back with it, this avoids customers waiting or having to flag down others for the check
• All employees should be cross-trained if possible so they can answer customers questions more accurately
• All servers should be tasting food and learning the ingredients in case a customer asks them to describe a food item or suggest an item
• New employees should be shadowed for a week or until they are comfortable on their own
• Everyone should smile and thank customers when they leave - greeters need to acknowledge all customers who are leaving
• Bussers/sever assistants/greeters/management need to make sure tables are cleared immediately after customers leave

I saw this quote from @SethGodin "Don't blame the actors if you have a lousy script"

Your customers should be leaving your restaurant satisfied with service and food. Even better if it is great food and great service. Management needs to be in control of the dining area and the kitchen. All managers should be on the floor helping and/or talking to customers. This is a great way to get feedback before a customer leaves unhappy.

We at The Hart Experience love working with restaurants and educating the employees and management on how to improve service and turn tables. Customers don't like to return to a restaurant that has slow service unless it's a fine dining restaurant and that is the normal pace. Lunches should be served at a much faster pace because business people have to return to work.

Let us at The Hart Experience give you a customer's perspective on your restaurant's service. Contact Debbie at 602.717.3271 or [email protected]

PS. This month we are offering a complimentary mystery shop evaluation for restaurants in Phoenix and surrounding areas