Is Your Team Prepared For The Grand Opening?
Debbie Hart
Expert Customer Experience Management Training ? Mystery Shopping & Business Assessments ? Event Services
We recently went to dinner at a new restaurant in Surprise, Arizona. We had been waiting for it to open so were excited to try it out. What a disappointment! This was on a Saturday evening so we were prepared to wait as this area is always busy. We added our name to the wait list and were told it would be an hour wait. We got a text in 45 minutes that are table was ready, so we were happy. We were seated on the patio which was quite hot with outdoor temperature at 110 degrees. We were hungry so decided to tough it out. When our server approached our table 10 minutes later he took our drink order but offered no suggestions. We were informed they were out of lemonade and had no sweet tea. So we all ordered water (not a huge money maker for them)!?My grandson asked about sweet alcoholic drinks and the server wasn't knowledgeable on options. When the drink arrived it wasn't sweet and didn't have a good flavor. Of course, the server was busy with numerous tables so my grandson asked 4 ladies that were standing at a hostess stand on the patio. They said they couldn't help and that he would have to wait for the server. These 4 ladies stood at this hostess stand throughout our visit either texting or chatting with each other. It was like like they were not trained to help customers.
We ordered our food when the server returned to the table. Our food arrived in 30 minutes and most of it was cold and some meals had the wrong sides. Another server brought out more fries and the corrected items. Once again all items were cold. We were so hungry by then that we just decided we would try to eat what was served. One sandwich wasn't as described on the menu plus cold. After we finished we waited and waited for the server to return with the check. When we got his attention we asked for the check. He said the manager would be over to see us. We waited and waited with all the dirty plates in front of us. The bar manager arrived and was pleasant, he said that they just opened and he felt they should have waited a little longer till the team was better trained. He indicated the General Manager wasn't there, which seemed strange as it was their first Saturday open, usually the busiest night of the week in a restaurant.
This is the second time we have tried a new restaurant and had these same issues. In the above case, the bar manager comped our $106 check. He said he had multiple complaints that evening. So I am thinking if he had to comp checks all night, that this was costing them revenue and if the customers were still upset and wouldn't return that will cost them more revenue. Plus you always take the chance that these customers told others and/or posted information on Social Media.
When you are opening any business you should want your team to be at their BEST so customers want to return and refer. There is no benefit to opening a business when your team needs more training. Let's look at some of the mistakes here that cost this restaurant revenue due to poor training:
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These are just a few ideas there are many more. All businesses have to hire new employees so when they do the new hires must be trained correctly. No one should say "I can't help you".
At The Hart Experience, we work with all types of businesses. We want to educate them and help them see the customer's perspective. There is no excuse that you just opened your doors. Customers don't want to hear excuses and they don't like to see employees hanging out when the business levels are high. Everyone should be able to pitch in on certain things like talking to customers, picking up plates, and helping where needed.
If you are planning a grand opening or hiring new employees this would be the perfect time to hire mystery shoppers. Contact Debbie at 602.717.3271 or [email protected] for your complimentary business evaluation.