Wednesday, October 22, 2014

Question. Do you know what your guests want?

Have you observed, analysed or worked out what your guests want from your restaurant or cafe?
If you’re operating currently in this competitive industry, seeing through your guest's perspective is indispensible.
Your guests can see shortcomings that you yourself might not. Details can be missed, such as a staff member with a poor attitude. 
Don’t assume that because your restaurant/cafe is doing well, your guests are happy.
Today I’ll examine five things that your guests are looking for in your restaurant/cafe.

What do guests want?
Guests need change based on a large amount of factors, including location, season, and even personality. However, there are factors that all guests are looking for.
I have assembled five examples of factors that your restaurant cannot be without: 
  1. Your guests want to feel welcomed. Your restaurant has eight seconds to make a first impression. Generally, it is your reception person or wait staff member on the floor who accomplishes this task. With the first point of contact, the wait staff can set the tone for the entire dining experience. Is someone waiting to greet your guests? Are guests standing around, looking for someone to take notice of them?
  2. A clean and well-organized restaurant. You may forget the impact that your building has on your guests. Are the acoustics in your restaurant too loud? Is it too cold or too warm? Is your décor sending the wrong message? These little thoughts can have a big impact on attracting return guests. Paying attention to all the details, both big and small, shows your guests that you take pride in your restaurant/cafe and care about their experience.
  3. Thoughtful, suggestive and kind wait staff. The appearance and behaviour of your service staff stands out to your guests. Service is a crucial factor for your restaurant. How many online reviews have you read where the guest cannot forgive bad service? You need to make sure that your servers are trained well and have a strong focus on guest satisfaction.
  4. A clear and concise website. Potential guests want to be able to find out information about your restaurant/café - and quickly! A great website has the ability to draw guests in, while a cluttered, non-mobile friendly, site can deter guests completely.
  5. Value! Guests are looking for value with the food, beverage, the location and the entire guest experience. However, value does not mean cheap. Your guests want to be sold on the whole experience, guests are willing to spend more when there is quality and value to the experience you are selling them. 

It is important for you to find a way to take time to see through your guest’s eyes. By connecting with your guests and giving them what they want, you will improve their experience. People have a better experience when they are enjoying themselves. They are more likely to become a return guest and recommend your restaurant/cafe to their friends, family and to their online social contacts. 
However, in the restaurant business, it is very difficult to separate yourself from your own business. The answer is to see it through the eyes of a mystery diner - someone with the expertise to recognise the good the bad and could be better in your business.

Bill Shirley Training is now offering you this mystery diner service. For further information please contact me at or +61 2414 992 404

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