I find myself dining more and more often in fast-casual restaurants rather than ones that offers full service (and I use that term loosely). Why? As well as being more in control of the timing of my experience, I find the amount of hospitality in many fast-casual chains equal to or better than many of the casual full-service restaurants – for less money. What else could you study from a CASE (copy and steal everything) study of today’s successful concepts? Think hospitality as opposed to service.
Over a recent trip to https://www.peiwei.com/, PF Chang’s fast-casual concept, having a colleague of mine (his first time to consume there), he was impressed with all the friendly food delivery and offer to get drink refills for people. Drink refills? Many of us could offer that little dose of hospitality inside our restaurants. Heck, at the most full-service restaurants today, you’re lucky if you get a refill in a timely manner. Will that develop your sales? Certainly!
The Golden Corral within my neighborhood features a very Cheers-like atmosphere, where guests request specific servers and the managers are out front and manage to know everyone. Wonder why they still build sales and also have long lines? The guests possess a better experience at a lower price coin. You certainly have the capacity to create an experience like these within your building also–if you move out front.
Get off your kitchen tiles and spread some smiles working the guests’ tiles. Get on the opposite side from the counter and view your guests’ meals. Inject some hospitality into your restaurant. Why do you reckon so many individuals go through the drive-through? They may not want to come inside. Produce a better experience and they’ll be lining up. Research indicates that dine-in guests spend more money, so allow them to have reasons to come on in!
Hospitality Rally – Add a dose of hospitality in your pre-shift meetings. Teach your men and women to connect with your diners–and that begins with you. It will take forget about time as well as costs forget about money for someone pre-bussing a table to smile, learn how the meal is, and see when they need anything else. Your rally should concentrate on how the interactions happen, not on a series of steps and tasks the guest doesn’t value.
A newly released trip through my local Chick-fil-A drive-through opened my eyes to the distinction between service and hospitality. I ordered a large drink and pulled around towards the window. The attendant passed me a straw and informed me the total was $1.29. I gave her the cash, and she joked which was just for the straw–the soda was yet another $1.29. A bit laugh from someone jblstb her job and showing it for the guests. Services are filling the necessity–in that case, the requirement being “I’m thirsty”–and can be delivered by a vending machine or numerous places. Hospitality, though, is different. It occurs through people. My family dines at Pei Wei menu with prices 2020 frequently for this very reason. How will you create the transition inside your restaurant?
Cashiers, phone, and drive through. An excellent principle would be to greet the guest by name. Should you don’t recognize them, their name is Welcome. Start their experience off on the right foot. Positive, reassuring responses including “great choice,” “that’s my personal favorite,” “it’s our most favored items,” “which also goes well with ___” will make sure the guest feels good regarding their order. Simply replace the nod, non-acknowledgement, or “okay” with eye contact as well as a positive response. Watch the sales accumulate.