With increasing interest rates to curb consumer spending, food costs on the continuous climb, shortage of quality labour and many other challenges, one could not fault you, the folks in foodservice, to assume the persona of Mr. Scrooge.
But that is not in your DNA. Forever the optimist, you manage to keep moving forward, to make sure the proverbial stockings will always be stuffed and to always bring good cheer to all. It’s the mindset of the man in the red suit that is forever part of your soul.
So, you better not pout, you better not cry, I’m telling you why, ‘cause many customers are coming to dine…. if you’ve been good for goodness sakes.
At this time of year its always good make a list and check it twice to find out what has been naughty or nice. As with many customers enjoying the spirit of the season, now is the time to review all the work of the elves and the workshop.
Steps of Service
Step back to gain a customer’s perspective.
• The hostess stand, the bar and service. Does each deliver a great guest experience?
• Review the greeting from the hostess, are the servers introducing themselves, asking about prior or first visits and are they providing any suggestions while considering the meal choices?
• Make sure the manager is visiting each table to meet, greet and give a sincere thank you.
Environment and Energy
The intangibles. Its the first impression when a customer walks into the restaurant.
• Does environment have energy and excitement?
• Does the lighting and music fit the desired mood and ambience?
• Overall cleanliness of the windows, walls and washrooms-make sure all are spotless.
• Could the décor need an update, or a coat of paint?
Today for Tomorrow
There is a saying “to fish when the fish are biting.” Since ‘tis the season with much traffic and sales, be sure to take advantage of the opportunity to provide incentives today, for tomorrow.
• Give every guest a value-added bounce-back offer for the new year. The offer could consist of the complimentary appetizer with purchase of two entrees. Feature night with a combo meal deal. A theme night[s] with wine pairings.
• Ask the guests to visit your website and sign-up for the weekly newsletter/social posts.
• Sell a 3-month subscription for $50 to $100. Valid for a complimentary entrée once a week/month from January to March.
If you have reviewed and refined all perspectives, you are now ready to put a bow on a successful business, not only for this holiday season but for many more.
I wish you a Merry Christmas and a Happy new Year!
Cheers to all!
Scott Moore, President of Stir Creative Communication Inc., has been helping foodservice and hospitality suppliers and operators increase sales for over 30 years. For innovative and revenue-increasing programs, marketing and promotional campaigns and much more, contact Scott at 905-484-3094, scott@stircommunications.ca, or visit www.stircommunications.ca.