What constitutes great service when you go to a restaurant?
This is one of these things that are difficult to describe, but you know it when you see it, or better yet, when you experience it.
Some times we go to a restaurant where the service is so obviously poor that there is no question about it: long delays, rude or inattentive waiters, mistakes with the food or drinks orders that don’t get compensated, apologized, etc.
We know that it has been poor service and we can totally account and
However, other times, although everything seems OK, we have the impression that something is missing. Yes, the waiters were on time and yes, they delivered the food and drinks that we ordered in a reasonable time and yet, however, something is missing: I will call it the WOW factor.
You see? We humans are very tuned, although many times, in a subconscious level, to the feelings and moods of other people. If a waiter is unhappy, or just has a bad day, you will notice. That mood, that unhappiness will be transmitted to the people who their customers.
The reverse is also true. A happy, sincerely smiling waiter, transmits their happiness to their clients, chatting with them and making them feel good. It doesn’t matter that much if they make a mistake or forget some food item because their tables will feel connected with them and understand and forgive their mistakes.
This seems unfair, after all, every person has the right to be moody or unhappy. So how does the waiters mood or disposition relate to the restaurant owners or managers? What can you do if they have unhappy faces or unhappy lives?
Well, to start with, many of the unhappiness of your employees could probably be related to your work environment.
You should ask yourself. Are your employees happy to work for your restaurant? Happy to work for you? If you try to squeeze as much as you can from them, they will resent you and transmit this resentment to their tables, to your clients!
I mention in my online seminar that the quality of your restaurant is as good as the quality of your weakest link. If your employees are not happy working for you, your clients will suffer the consequences.
I am not saying that you need to bend backwards to please your employees. After all, they are also human and therefore always want the best for themselves, even if they are not being fair with their fellow coworkers.
What I am saying is that you should provide your employees with the best work environment that you can (of course while still running a profitable business). Trying to take advantage of your employees by having unreasonable working hours, treating them with disrespect, paying them late, etc. will make them unhappy and will make you lose a lot of money in the long term with your clients.
Happy employees make happy clients. Period.
Thanks for reading and happy sailing,
Jose L Riesco
Copyright Riesco Consulting Inc.