Start a Restaurant

You have your restaurant open for several weeks now, customers are coming in…finally you have employees serving real food. But before you continue with your business further, be sure that you have everything else under control. It’s still important to be informed about what’s hot and what’s not and what’s important in handling a restaurant for business.

It’s not only how your restaurant’s look and feel that matter, but how you make your customers happy and satisfied of their entire stay at your restaurant. When they have a good time over-all, they will surely come back and take new friends or relatives with them, and when their friends tell their friends as well, you know what’s going to happen next.

Make sure that your restaurant’s atmosphere is friendly all the way through to any customers that you receive. When you have a happy disposition with your business, it reflects that same character to your customers as well. Don’t forget to tell your employees to always give a welcoming smile to whoever comes in your establishment. It’s always important that customers feel your appreciation because they visited.

Even when a customer makes a reservation, your front desk employee should always smile in answering the phone because customers can tell the sarcasm of the answering party’s voice on the phone. It’s not only the positive attitude that matters in a restaurant business, there is also promptness, attentiveness and of course, alertness. You wouldn’t want any of your employees be dubbed as incompetent by one of your customers now, would you? (more…)

A reporter from a Food Service/Hospitality Journal recently asked me about the importance of first impressions for restaurant owners. Although she posed questions I’d written about before, I never thought about the idea specifically in terms of restaurants. So, this article sums up our discussion with 5 first impression tips for anyone whose job is to wow their guests not just with great food, but with unforgettable hospitality.

How important are first impressions to restaurant owners?

First impressions are formed based on the primacy effect, which states that information people see or learn about you is more powerful than what is learned later. Therefore, when people initially see a small piece of you, that’s all they know about you – and the restaurant, for that matter.

So I think no matter how delicious the food is, how ambient the room looks or how reasonable the prices are, if a guest walks in and some small behavior rubs them the wrong way, he may never eat there again. I can recall several times in my life when I’ve walked out of a restaurant and stated, “I can’t believe what just happened – I’m never coming back!” And I never did.

What do your recommend companies do to make a good first impression for guests?

Have a meeting with your employees and create the following list: “Top Ten Reasons A Guest Would Leave Our Restaurant and Never Want To Come Back.” Then think of solutions and ways to prevent those problems. You can even site specific incidents from past customer problems. Once the list is finished, make copies for everyone and post an abbreviated list in the kitchen, the bathroom stalls, the break rooms and the smoking area.

What can result in a BAD first impression for a restaurant? How do you avoid making those mistakes?

I spent several years working in food service/hospitality, and too many of my coworkers made bad first impressions because of one simple error: they forgot that the job wasn’t about them. It’s common place – mainly for a server – to be in a bad mood, stressed out or upset. (Hey, it’s part of the job!) But sometimes a server will “spill” his emotions on his customers instead of sucking it up. Not cool. The bottom line about first impressions in the hospitality industry is: it doesn’t matter if you have a bad day. It only matters if the guest has a good day.

Can you differentiate between the things restaurant employees should do to make a good first impression when 1) seating 2) taking phone orders/answering the phone 3) interacting with new guests at the table?

When seating guests, why not take the few seconds you have while walking them to their tables to strike up a conversation? In so doing, the host may discover that there’s an anniversary or birthday to be celebrated. And wouldn’t it just MAKE THE GUESTS’ DAY if the waiter came over, who’s never seen the guests before, and said, “Happy 35th! My name is Jack and I’ll be taking care of you tonight.”? (more…)

Until recently if you lived in the UK and wanted to find out about restaurant hygiene standards from the public health authorities, you could forget it! All information was deemed “commercially confidential” and closely guarded by local councils. Now everything has changed with the Freedom of Information Act, and you can ask for the latest inspection report for any food business anywhere in the country.

At first some councils refused requests, fearing either legal action by angry restaurateurs, or that their relationships with businesses would be damaged. The Information Commissioner, a government watchdog, made a ruling in late 2005 which means that all councils should now respond to requests. There is no charge for requests on a small scale, but if you ask for reports on every restaurant in your town, expect to be advised that there will be a substantial charge!

But lets face it, who wants all the hassle of making a formal written request anyway, especially if it might trigger a charge? There is an easier way, as many councils are now publishing summary versions of inspection reports on the web. At the moment the numbers are growing rapidly, and include some large councils such as Birmingham, Bristol and now London and seaside resorts such as Weymouth and Great Yarmouth.

Most councils use symbols such as stars to give ratings, with the most common ratings being based on stars, usually five in number. A word of warning though! The councils use slightly different scoring systems, so check what they mean on each site. Generally the more stars or other symbols the better. A low number of symbols may mean the premises had some poor hygiene at the last inspection, so on a five star based scheme look for at least three stars. Of course, the rating is based on a single inspection on a particular day, so things may have changed since the last inspection, for good or worse. (more…)

Putting up a restaurant and maintaining it for daily operation requires a lot of effort coming from the owner and manager. Equal effort is also needed from the restaurant employees because their manpower is undeniably important to the related chores involved in restaurant management. As an owner or manager, it is essential that you take a look at the aspect of cleanliness and hygiene, among your employees and your restaurant space as well.

This means to say, cleanliness does prove, next to Godliness. Keep your restaurant clean and each object in it to make sure that you maintain a healthy and conducive environment both for your staff and customers. Add to this also, the impression that you will be imposing to your regular customers and even the new diners.

Maintaining a clean restaurant and surrounding is a lot of hard work but you can do more than what is expected if you properly orient your staff. From day one of employment, emphasize how important it is for them to keep everything in their path clean. This includes the area from the kitchen to the counter and the tables of each customer. To maintain the customers’ area spic-and-span, always start the day before opening the restaurant by cleaning the floor up to the ceiling. The doors, windows, fans, tables, screens and even the walls should all be checked for any necessary repair. All should be functional to the convenience both of the customers and employees. (more…)

Here, I’d like to offer a more personal piece. We’re going to learn about how to give quality guest service by examining customers-eye views of outstanding examples. these are various incidents encountered in all varieties of establishments, from both sides of the counter, over the years. they’re incidents that stick in the mind.

You want your business to stick in a customer’s mind, after all. That’s the kind of business we dream of – when a customer remembers your experience years later. The kind of great service that a happy patron can relate years later, as an example of service above and beyond the call of duty.

The Emergency Check-Out
My wife and I were in the first years of our marriage, with the kids still in the toddler stage. We had gotten away on one of our short weekend vacations from the kids, much-needed rest for both of us, and had booked a room at a casino in Laughlin, which was only one city away. This was only to be for one night and one day. We opted for in-home babysitting, split up into shifts between two teens. The one had been our baby-sitter for years and was a trusted family friend, but the other we’d hired out of the paper and we didn’t know too much about her.

Anyway, we’d stayed at the hotel overnight and arose the next morning and the first thing we did was call in at home to check. The more experienced sitter answered, and informed us that she had arrived early and witnessed the other sitter being abusive with the kids. One of them was sporting a mark. If your heart just skipped a beat, you are a parent who can empathize with how we felt. Even though we had the room for the rest of the day, we immediately crammed our belongings into our luggage and ran down stairs to check out.

There was a huge crowd checking out at the exact same time. Only one check-out clerk was working the desk, with a line of about 20 people milling about. My wife and I skimmed the scene and then button-holed a passing clerk and explained our situation.

This saint of a clerk immediately sprang into action, opening another window just for us at the check-out desk and speeding us through the minimum motions required to get us on our way. We had another day paid for that we didn’t use, but we didn’t care – they could keep the money, we just wanted a fast exit – and out the door we got. All eventually ended well when we got home, but we returned to that hotel later to personally thank the staff.

the Best Date Ever
This was when my future wife and I were dating. We had discovered a gem of an Italian restaurant tucked away in a downtown area, and this was the most memorable place we’d been to. It was huge and quirky, with two stories and a basement. The furnishings were incredible; a “monster gallery” was set up in the basement sharing space with a wine cellar, the restaurant proper was a practical museum of artwork, and the second story was a maze of balconies looking out over the floor.

We showed up at an odd hour, and since the place wasn’t too busy, we got the full service treatment. First we got an interesting guided tour, then were offered our choice of seating anywhere we liked. We picked a cozy alcove, and our meal spanned a couple of hours, during which time every single waiter, server, and somelier appeared out of nowhere right on cue, performed their duties, and left us with some alone time. The food and beverages were so excellent, we still talk about that place fondly even ten years later.

Towards the end, a little band of musicians assembled on stage, mainly to get set up for the expected crowds later that evening, but seeing just us, they improvised a little musical number just for us. I think the whole restaurant staff could tell a young couple of sweethearts when they saw one, and I swear there was a coordinated effort behind the scenes to give us a night to remember. (more…)

Once you have started out on a new restaurant venture, luring many customers isn’t too difficult, but in order to ensure that your business stays profitable, you have to strive for repeat customers. Which means, you have to make first time customers happy so they will come back and also tell others. It is here that good customer service holds the key as it forms the essence and lifeblood of any business irrespective of the industry.

So it follows that good customer service is the most important aspect of your restaurant business as well, perhaps even more important than the quality of food served. And in good customer service, the SMILE is the most important element. The essential attributes of cordiality, warmth and affability are all enshrined in the radiance of a “SMILE”. The smile sets precedent to smooth communication between you and your guest, allowing you to serve him better. Even the food they say, tastes better when conjured by hands of love and served with a smile. Even in a telephone conversation, a smile should be mandatory for it reflects in the tone of voice. In this context, it is pertinent to mention that a phone call must be answered in not more than 4 rings. A prospective customer can then start to feel “Welcome” at the point of placing the reservation itself.

In the case of the restaurant business, customer service seldom rests in the hand of one or a few individuals. Every member of your staff forms a vital link in the chain that bolsters your effort to ensure cordiality and good customer service. From the person taking the reservation to the doormen to the receptionist in the lobby to the waiter at the table, the warmth and degree of geniality should be maintained. Never be curt in your replies and allows be willing to take that extra step by offering alternatives such as another dish on the menu should a guest’s choice be unavailable or out of season. (more…)

This is the second part to this article on 20 Great Restaurant Ideas To Promote Customer Loyalty.

It does not matter how well your restaurant is doing or what marketing you have planned, there are always lots of little things you can do that cost virtually no money. Here are some great ideas that we find are very effective in building customer loyalty…. other than just our great nutritious food (and sometimes they have provided some great free publicity):

11. Offer a free meeting room

Where it is appropriate, especially if marketing to executives, offer a free meeting room, or set aside a special area. Make sure you let your customers know the room is available.

12. Offer free umbrellas during wet weather

You can get inexpensive ones to give away or large solid ones that are printed with the restaurant name and website on them. The big ones can be returned on their next visit or dropped back any time. Or they can be given away too when appropriate.

13. Offer a calculator with the bill

This is handy for large groups.

14. Make adjustments for customers with disabilities

While you already meet all legal requirements, it is good to promote that you go that extra mile for any special needs.

15. Create a Wall of Fame for regulars

Regular diners like to feel special. It works the same for take away too. You can take a photo, add a short bio and even include their favourite meal. You can do the same on your website. (more…)

It does not matter how well your restaurant is doing or what marketing you have planned, there are always lots of little things you can do that cost virtually no money. Here are some great ideas that we find are very effective in building customer loyalty…. other than just our great nutritious food (and sometimes they have provided some great free publicity):

1. Have menus in Braille

Braille and picture only menus can be created at www.brailleenterprises.com or through www.hotbraille.com. In Australia contact www.visionaustralia.org.au. You may also want to include some training for your staff members so they will be prepared to deal with customers with special needs.

2. Provide reading material for single diners

When single guests come in for a meal, you can help make their experience more enjoyable by providing free newspapers, books, magazines for their reading enjoyment. Maybe even subscribe to a publication that a regular enjoys reading. You can also use information, like articles, from your website like we do. They are very popular.

3. Have a delivery service for the elderly

Elderly diners sometimes find it difficult to leave the house in order to eat at your restaurant. Keep their business by making them feel special. Give them a menu to keep at home and you could even distribute them to seniors’ activity clubs and other appropriate venues.

4. Create a designated driver program

You could have free non alcoholic drinks for the designated driver.

5. Guarantee everything

Would you be more likely to buy something if you knew you couldn’t lose?? It’s not so much a refund offer as a promise that your food and service is exceptional.

6. Give free postcards

Are you in area with lots of tourism? Then you can offer free postcards to guests. You might even offer to mail them. You can even create your own. Regulars might like them to send to friends or family that are away.

7. Offer free event cakes

When customers are celebrating Birthdays, anniversaries, or special accomplishments, it’s a compliment to you and your restaurant. People that tend to celebrate also tend to bring larger parties and spend more money.

8. Offer free samples of new menu items

People love to taste before they buy. They also love getting anything that is complimentary. You can even do this while they are waiting, or even give them something to take home if it does not need to be warm. (more…)

A tongue-in-cheek look at the skills required to operate a restaurant but…on he whole they come pretty close to the truth.

People Skills,

You need to be good with people, because you will have different customers almost every day, you will have repeat customers who have higher expectations, a high-maintenance shift-based staff to manage, suppliers who won’t always meet your expectations or time frames and creditors who want their money now.

Accountancy skills

You will have to balance the books, arrange the daily banking arrange for staff wages to be paid, manage your ratio of costs to profit margins, manage your BAS payments, pay your creditors on time.

Creative Skills

You will need to monitor your advertising campaign. Create promotions, change the menu periodically and provide an atmosphere that is conducive to return patronage.

Management Skills

You will need to maintain security, monitor the opposition and stay ahead of any potential problems or conflicts.

You will need to manage: · unhappy customers · suppliers who are no longer reliable or now too expensive · the waste management people · the cleaners · the new staff · the old staff · the part-time staff · the full-time staff · the staff that don’t show up · the bar staff · the kitchen hands · the chef

Budgeting Skills

You will need to manage the restaurant promotions and image, replace broken crockery and lost and stolen items, and get by without everything you think you really need.

Human Resource Skills

You will need to adjust staffing levels to meet customer demand. Interview prospective staff, manage your shift managers, have extra staff available on call, and try to manage a day off for yourself now and again.

Negotiating Skills

You will need to handle any number of people including: · the landlord · the bank manage · your silent partner(s) · the local council · the health inspector · the pest exterminator · your suppliers (more…)

The whole experience of dining and/or drinking at a restaurant/bar can be given a facelift with proper and adequate restaurant/bar supplies being made available. The restaurant is a place having close association with leisure and concerns the fine taste of individuals. The intimate association of the restaurant with the lifestyle of persons dining out there makes it a place that is worthy of keeping spruced up at all times. This goes a long way to make the experience of dining at the restaurant turns out to be cherished one.

The premises of the restaurant and/or bar and especially its interiors are to be made plush and cozy for diners to get a special experience. The restaurant supplies provided adequately helps in ascertaining that the activities of the restaurant are carried out well and customers are satisfactorily catered to.

The availability and proper management of restaurant supplies features alongside marketing, service standards, décor and such other factors to spell success for the restaurant/bar. Supplies ranging from ice machines to knives and bar supplies assume crucial roles in sound conducting of a restaurant’s business. The selection and stocking of such supplies go a long way to enhance business prospects of the restaurant.

There is categorization done for placing the supply items suitable under different heads to ensure their appropriate use in delivering finally a perfect dining experience. Sections devoted for preparation, preservation, storage and serving are usually set up and the supplies like processors, dishes and trays are placed under them appropriately. The restaurant supplies of food products are classified into perishable and non-perishable sections respectively and the food supplies placed accordingly.

Select items of kitchen supplies, catering supplies, restaurant furniture, bar furniture comprise the restaurant supplies which are usually procured in wholesale. There may be excess supplies purchased in which case adequate storage arrangements may need to be made to prevent spoilage. The kitchen and catering supplies perhaps have the most crucial role to play in delivering an amazing dining experience while supplies pertaining to other restaurant concerns help provide a better ambience for dining. (more…)