Let’s Pivot to Better Customer Service Together

Bill Shirley Training has been operating for just over 18 years in the training and development sector of the hospitality industry. Drawing on my 34 years of extensive and varied industry experience helps me to bring a currency, perspective and freshness to hospitality training, assessing and staff development. 

I love focusing on developing or revisiting systems and procedures, upgrading SOPs (Standard Operating Procedures) and creating customer service programs for all areas of the sector. I then roll these programs out with a hands-on approach by working closely with teams of staff and managers so that the programs become part of the businesses culture. On the job practical staff development is the key.

 

I, like all of you in this industry, have been and still am going through a very tough time in the midst of this global Covid-19 pandemic. The 23 March 2020 will burn a hole in our calendars as the day everything hit the stop button. 

 

Since then you have had to find a new term to help you survive and that term is ‘pivoting’. To survive you needed to pivot your business to do more takeaway, home deliveries or pick-ups, develop online ordering pages on your web sites, change menus, keep suppliers happy, use you staff differently. You had to lay off staff or put them on JobKeeper if you could. If you are an independent small business you had to do rent and loan negotiations with the landlord and bank. 

In a lot of cases pivoting wasn’t an option and you just had to close until, with fingers crossed and masks on, the number of Covid-19 cases dropped so you could re-open and hopefully survive. 

 

My personal experience has been here in Melbourne which I travelled to on the 7 July after experiencing the first lockdown in Sydney. With my partner having to return to work in Melbourne, I came too, as all work for me had been cancelled. Then the border closed on the 8 July. 

All businesses which had re-opened now had to close again, Covid-19 numbers rose and then we went into Stage 4 lockdown on the 2 August, so no way of returning to Sydney unless I paid min $3000 to stay in a hotel for 14 days. 

To be blunt, it’s been very challenging, mandatory masks on when outside and that won’t stop until the end of the year, only going for a walk or to the shops for 1-2 hours a day, curfews, Zoom/Teams meetings only and businesses are back doing the things I said before. 

 

As I write, gradual re-opening is happening. However, I have seen many more ‘For Lease’ signs than in the first lockdown and it’s my observation, as we move further than 5 km from our homes, that some businesses don’t see the seating restrictions as a workable business model yet. So takeaway/home delivery is the chosen option. 

 

Now, more than ever you have to deliver the best customer service you can. Your customers are nervous to return, they need reassurance that they are safe but they also want to see your smiling faces, eat and drink your delicious choices and have that human to human contact that they haven’t had. 

 

Watching the celebrations of the gradual re-opening has been great to see. As I see it, a great opportunity to now utilise my experience to assist in developing and rolling out a customer service program that is specific to your business. 

 

Let’s pivot to better customer service together, give me a call or send me an email and let’s rebuild this industry to have a better customer focus moving forward.

Hopefully I’ll be back in Sydney, early December to get you and your staff ready for Christmas.

Thanks for reading

contact@billshirleytraining.com

Getting ready for the new normal - exciting times to look forward to!

I've been speaking to many people in the past few weeks who are in the hospitality training and consulting business. After building our businesses up and creating wonderful relationships with our clients, we never imagined that there'd be a day when all our work would be cancelled overnight due to a virus. I'm remaining positive though, as I feel we are on the cusp of a new era.

Its been 32 days since our Governments, in response to the threat of Covid-19, have restricted the operation of businesses such as:

• pub, registered and licensed clubs(excluding bottle shops attached to these venues), hotels(excluding accommodation).
• gyms and indoor sporting venues.
• cinemas, entertainment venues, casinos and night clubs.
• restaurants and cafes (excluding takeaway and/or home delivery). 

What a month it's been for so many hospitality businesses. So many stories I hear are very upsetting as businesses try to 'get by'. However I have seen how some businesses, such as cafes and restaurants that are allowed to open in a limited format, have transformed into markets, takeaways and home delivery outlets.

From my extensive research(I've certainly got the time) I'm seeing some really clever offerings that will probably remain in some shape or form once we move into the new normal. This great article in the Sydney Morning Heralds 'Good Food' this week gives some idea of what is now happening out there. Hats off to top Sydney chefs and providers changing with the new world order by Myffy Rigby.

What will this new normal look like once the restrictions begin to be relaxed? 'I'm not sure' is the short answer, here's what I predict and advise based on my recent observations, experiences and frustrations, as well as my 32 years of experience.

Looking forward, I think customers will want:

• to feel that your venue will be safe and clean. Foe example put up signage of your Food Safety Certificates, get staff cleaning more vigilantly and noticeably and have your staff complete the Safe Food Handling Certificate if the haven't already. Provide hand sanitisers on counters and in toilets. Staff need to be seen washing their hands and handling equipment, cutlery, plates, cups and glassware in a safe and hygienic manner. You may need to space your tables differently to avoid cramping if you can and have a designated space for customers waiting for takeaway.
• engaged service that's knowledgeable, friendly and genuine. It's time to employ staff that are willing to step up with a positive attitude. It is time to cull underperforming and negative staff from your business that you found hard to manage in the past. It's time to make the time to train and develop your staff.
• value for money. Now is the time for clever promotions, value adding items and meal deals.
• something different and lots of choice. Talk with you suppliers, find new suppliers, get your team to contribute to creating new cocktails and new dishes and keep up with the currents trends.
  

What do you, as a business owner or manager, need to do beyond from what I have suggested above? Here's some suggestions:

• Re-evaluate your beverage list and menu. Time to re-negotiate supplier terms and prices.
• Source new products and suppliers, that will need your business.
• Re-visit your SOPs (Standard Operating Procedures). Is it time to do things differently or are we going back to the old ways? Start to think outside the box, assess things like: dining room layout, kitchen layout, service procedures, your queuing system, setup procedures and hygiene procedures.
• Make training a priority in your business model because if you don't spend the time and money on this your staff and customers will go elsewhere. Talk to me about setting up an in-house training program.
• Transform your front of house staff from simply being order takers and deliverers into motivated salespeople. You can have the best food and beverage on offer, however, if the staff can't sell, engage or go to the next level your customers will go elsewhere.
• Regular food and wine tastings are an essential part of developing your staff. Remember, if they know the product, they'll know how to sell it.

I hope that what I've suggested will get you thinking. I'm here to help if you need a person who can not only advise but get results in developing your staff as we all head into a bright new era in hospitality.

Thanks for reading, Bill

Tips for Converting Your Food Business During COVID-19

I’ve been reading an enormous number of articles on how the hospitality industry can manage during these challenging times. I found this article written by Stacey Mahon from Simplot and I felt, seen that it gives such excellent advice, that I should share it with you.


With closures and restrictions taking place due to the Covid-19 pandemic, we understand our industry is now more challenging than ever.
Trading as a full-time take-away and delivery business can be daunting, especially if you're quite new to the game, so we've put together four detailed tips to help your kitchen thrive.

1. Third party delivery services are eager for your business right now

The benefits of using third party delivery services such as Uber Eats are not only their ability to easily get your food into the hands of your customers, but they can also introduce you to new customers scrolling through their apps who may not have dined with you before. This highlights the importance of uploading quality photos to your delivery profile.

2. Think about what menu items will travel well

Many dishes on your current menu are perfect for dining-in, but may not translate to a pick-up and delivery environment. If a dish isn't going to maintain quality after 20mins or more in a delivery container, take it off your menu. Consider offering meals that can be refrigerated and reheated by your customers, as well as those that can be eaten straight away. It also might be worth introducing value packs to entice the entire household and set yourself apart from your competitors.

The below products from Simplot Foodservice brands are not only great during these times where you may be having supply issues, but also stack up well when put to the delivery test. Just click on the product names to learn more about them:

• Edgell Supa Crunch Delivery Chip - boasts a hold time of 40mins which is perfect for delivery and take-away orders.

• Edgell Chef's Grill - pre-grilled individually quick frozen vegetables and will save you on labour and wastage costs. They're versatile enough to use on pizzas, in pastas, curries, sandwiches and more.

• Edgell Frozen Avocado Pulp - your customers can still get their hands on their smashed avo, and you don't need to worry about where your next fresh avocados are coming from.

• 100% NOT Chicken and 100% NOT Beef - keep your vegetarian and vegan customers covered with a plant-based meat that replicates the taste and texture of real meat. Use it in any dish where you'd normally use meat.

• Frozen Foods - high quality frozen foods, like those sold by Simplot brands, can really help you manage your food costs in these tough times where sales may be slower. Frozen foods can offer a great shelf life which means less loss for your business. Individually Quick Frozen (IQF) products will enable you to take as much as you require and place back into the freezer what you don’t need to be used at a later date without fear of wastage. Our frozen ranges are already cut and prepped so you also save on labour costs.

• Don't forget sides and snacks!

Simplot’s full range can be viewed on their website here.

3. Choose packaging that works for you, not against you

Good take-away and delivery packaging protects your food from crushing and contamination, but it’s critical in two more important ways: temperature regulation and moisture control. Proper packaging offers a good balance between keeping food warm (or cold) while allowing in enough air to mitigate condensation that can make the food soggy and customers unhappy.

Here are a few of the most common options:

Paper/cardboard: Paper containers offer a good combination of temperature retention, strength and ventilation options. They can also be branded easily to suit your operation. If you’re using paper cartons for hot items that need to stay crisp (like chips), use scissors to cut the two smaller flaps completely off to allow more air to circulate. Another option is to use packaging specifically designed for the delivery occasion, like the Keep Crunch Delivery Carton which Simplot designed in partnership with Detpak to ensure your customers never get soggy chips when used in conjunction with our Edgell Supa Crunch Delivery Chip.

Plastic: Plastic containers are certainly strong enough for delivery, but don't provide good ventilation. Avoid using plastic for items that need to remain crisp and fresh (like chips and burgers, and keep them for dishes like curries and pastas.

Styrofoam: It’s a great insulator but environmentally controversial and prone to making food soggy. To ventilate, twist the tip of a knife into the top and sides of the package so steam can escape.

When packing food for delivery, follow these tips:

• Package hot and cold items separately. Bag them separately, too.

• Pack chips in their own container— never in the same package as burgers and hot sandwiches—so they stay crisp.

• Place hot items at the bottom of a paper bag and insulate them by placing paper napkins around and between them. If the order includes chips, put them near the top of the bag.

• Seal the bag with a staple or sticker so your customer knows it has not been tampered with.

4. Let your customers know you're still open

Keeping your marketing activity going is critical to success in these times. Start with the people who know you best, your existing customers, and work your way out.

Email: If you have one, your email list is gold at a time like this. It's na direct line of communication to people who already like your restaurant. We recommended sending the announcement of your amended services and/or opening hours multiple times to ensure they get the message. Include personal remarks to let your best customers know how you’re doing and how much you appreciate their continued business (more on this below).

Website: Make mention of your updates prominently on your home page and include a link to your take-away and delivery menu. Make sure the announcement takes up enough real estate on-screen so it can’t be missed.

Social media: These are great channels to tell the story of how your restaurant is coping and innovating under these historic circumstances. Use photos and videos to show customers you’re making deliveries and filling takeout orders, using extra precautions to ensure their safety. Post short videos of your staff hustling to bring their favourite dishes to their door. Explicitly state that you need your customers to support you now more than ever and use hashtags such as #supportlocal #supporthospitality to inspire camaraderie with your community. If you're familiar with Facebook's Ads Manager, consider putting some budget behind your posts and take advantage of the ability to target people within your kitchen's location.

Banners and decals: Promote your take-away and delivery services by putting up large banners or decals in your window. Make sure the lettering is big with strong contrast between the type and the background colour. Include your phone number and web address.

Search engine marketing: If your digital marketing skills are more advanced, consider buying search keywords through Google related to delivery, your menu type and your location.

Overcommunicate to reassure patrons.

In a crisis like this, your customers are hungry for information, especially with regard to the steps you’re taking to keep them safe. Make sure you’re clear and transparent with regard to food safety and handling, and your policies for delivery and pickup.

Equally important, never miss an opportunity to tell your customers how much you appreciate their support. We're seeing businesses write thank you notes on their delivery bags - this is an excellent way to remind your customers of the humans behind your business and show them how much you appreciate their support.

Above all, show them you understand their priorities: good food made and delivered safely.

Intro by Bill Shirley – Bill Shirley Training and article by Stacey Mahon, Digital Media Manager – Retail & Foodservice– Simplot Australia

Preparing for Recovery from the Covid-19 Pandemic - Part 1

 

Cafes and restaurants, function venues and clubs are either closing completely or doing takeaway pick up service or delivery. 

Those that are staying open are trying to re-invent themselves to deliver a product to their loyal customers but trying not to damage their brand or reputation that they have worked so hard to maintain. 

Those that have closed are registering for assistance from the Government, negotiating with landlords, guiding staff they want to keep in getting them the best financial assistance and trying to work out how to pay the utilities. 

No other time in our history has the hospitality industry had this big of a challenge for its survival. 

Will everything bounce back to how it was? I hope not.

This is a time to re assess your business model. 

Is it time to diversify with a mixture of what you will be doing now and for the next 6 months, like online and onsite ordering, cooked and cold takeaway choices, retail products that present well and at the right price point, your own home/business delivery service (don't pay 30% to outside delivery companies) and what you were doing, pre Covid-19 restrictions however now with better trained and informed staff who want to be part of your new business model? This is the time to get rid of the 'same same' and the dead wood, if you get my drift.

These and many options will be open to you. 

Here are few more tips:

·      Online sales, use Shopify or Foodstorm

·      Re negotiate terms with your suppliers, staff and the landlord.

·      Time to do that deep clean of your venue that you've been meaning to do. 

·      Re-decorate and reorganise 

We are being bombarded with how we should be using our time for during these uncertain times. 

Below are some great articles with important content to keep you busy by Ken Burgin at Silver Chef Build Skills and Stay Busy and 23 Ways to Stay in touch with Restaurant and Cafe Customers

Please take time to just think, exercise, listen to your favourite Podcasts or discover new ones, read those books you've been meaning to read, re-connect with old work mates who are in the same situation (not in person). 

Don’t forget to check in on your loved ones and that includes your staff, you will need them when this is over.

Thanks for reading, Bill 

Cocktail Bartending Tips and Tricks

I'm back, I have been a busy man creating courses and delivering a lot of in house customer service programs with different groups but mainly with those fantastic registered clubs around the country which is no excuse for not blogging more but hey, that's my excuse. 

An area that has become a prominent and extremely profitable part of the modern bar scene is cocktails. I hear you say "they never went away Bill". I know but bars are really doing some great things today and my liver has been getting a bit of exercise of late trying to keep up with the trends. 

If you are planning on expanding your cocktail list or starting one up then the few tips below will be a good introduction. 

Further blogs on types of cocktails and how much to charge will be following on later.

Just like cooking, mixing cocktails is not particularly difficult but does demand attention to detail. Use the tips below to ensure a great cocktail each and every time.

1. Cocktail recipe

Always read a cocktail recipe through to the end before starting so that you will not be surprised along the way.

2. Measurements

All recipes use the ‘shot’ measurement so that you can instantly see the proportions of each ingredient compared to the next. 

This is essential for understanding the recipe. In fact, a ‘shot’ can be any amount you like. Just make sure you stick to the proportions stated in the recipe and the cocktail will taste the same every time. The traditional shot measurement of 1 shot = 30 ml.

3. Juices

ALWAYS use freshly squeezed lemon and lime juice. There simply is no substitute. Roll the fruit before juicing to maximise the amount of juice and remember to double-strain cocktails containing fresh juice or you will never get the fruit pulp off your glass.

4. Ice

Use good quality ice cubes. They should be large, cold, hard, solid and dry and stored in a drainable container so that the melt water can be evacuated. The more ice you pack together, the less it will melt!

Crushed ice is ice that has been processed through a crusher or made by placing ice cubes in a tea towel and hitting them with a sturdy spoon or the bottom of a steel pan.

5. Pre-chilled glassware

Fill a glass with ice cubes and water and leave to stand while preparing the drink. Pour away the ice and water before straining the cocktail into the glass. You can also place the glass in the fridge for an hour or in the freezer for half an hour to chill it.

6. Thick sugar syrup (2:1)

To make thick sugar syrup, dissolve 2 cups of white sugar completely into 1 cup of hot water. Double sieve the syrup and keep it sealed in the fridge. It will keep indefinitely.

Equipment Required

For those of us that want to tackle the cocktail world with gusto and imagination we need the right equipment to look professional. Here are the basic things that aren't electric. A blender (not shown here) is also an essential piece of equipment.    

JIGGER or MEASURE

Bartending like baking is full of recipes, with the key to a perfect cocktail being the balance of flavours. Using a jigger to measure the ingredient guarantees this, the top 30ml and the bottom 15ml.

   

SHAKERS

The shaker, synonymous with cocktail making and an essential.

1.   The Boston shaker – super popular, consists of a glass and a metal tin. The glass makes it easy to see what exactly you are putting inside, but can require a firm hand to separate it from its metal counterpart.

2.  The Three Piece shaker. Its built in strainer means you rarely get anything unwanted in your cocktail glass.

3.  The Koriko Japanese shaker - both pieces are completely metal so it resembles more of the Boston shaker. It’s ideal for reaching lower temperatures for drinks like Sours or Fizzes & a safer option to the Boston as the metal tins don’t break.

STRAINERS

Most popular are the Julep strainer (back image) and the Hawthorne (front image).The Julep is the oldest style of strainer, usually used when straining stirred drinks, whereas the Hawthorne tends to be a favourite amongst bartenders due to the metal spring preventing unwanted fruit and herbs ending up in your drink.

BAR SPOONS

Primarily used for stirring cocktails & assisting in obtaining various garnishes from jars.

There is a huge range to choose from, long, teardrop, trident, metal, gold, silver, bronze…etc.

Most importantly one end should be able to hold around 5ml of liquid with a long enough handle. 

LEMON SQUEEZER (aka the Mexican Elbow)

Now, this is a piece of equipment that once you start using it you can’t live without. Any drink that requires citrus juice, make sure you have your Mexican pal at hand.

MUDDLE (the green handle, main photo top)

Usually used to bruise fresh herbs, mush soft fruits or to break something hard (ginger root or dried herbs).

BAR KNIFE & CHOPPING BOARD

Every well-made cocktail is presented with a beautiful garnish, usually made by a small bar knife approx. 10cm long ideally with a serrated blade (so you’re less likely to lose a finger).

Now it's time to start creating or sourcing some great cocktail recipes but remember to keep the list pretty simple to start and expand it as your team gets their skills up. 

Happy mixing, Bill