I would like to take a moment and wish all of you a
Happy and Prosperous New Year!
Tips and Things
The Difference Between Service and Hospitality
Service is all about technical execution. It is about timing. It is about things like serving from the left, clearing from the right, and not dribbling wine on the table. The technical execution is important but not likely to delight your customers except perhaps in comparison to more inept competitors.
Hospitality, on the other hand, is about a personal connection each server makes with their customers. Server: It is about me taking care of you….because it is YOU….not just because you are one of over 50 people that go though my station tonight.
Besides, your servers only serve one person at a time.
Make each one count!
Thought For The Day
"Ideas won't work unless you do!"
Five Step Approach To Improve Your Customer Service
In the next few issues I will be covering Five Steps you can use to improve your customer service.
In order to improve, you need to know what needs improving. Get to know your customers....what do they expect when they walk through your doors and are you delivering?
- Are your customers greeted as soon as they enter your restaurant?
- Are their needs and expectations being met?
Shop your competitors.
- What are they doing better than you?
- Make a list of what you can do better and share it with all of your employees.
- Establish goals and objectives based on your observations.
Train: Take the time necessary to work with and train your staff. Train them on the basics. This includes how to present themselves to customers so they make a great first impression. Show them how to project a positive upbeat attitude. Work with them on how to communicate effectively with your customers.
Your analysis may have shown that your waitstaff does things differently, and possibly in a different order. Work with them and allow the necessary time to train them on the importance of being consistent each and every time.
Teamwork: The importance of working together as a team can not be understated.
Hold team meetings each day if only for a few minutes. Keep your employees informed of your goals and solicit feedback. By creating an atmosphere of support and cooperation, you will see an immediate improvement in your overall customer service.
Diners can tell when your employees work together as a team.
Now that you have analyzed what you can do better , trained your employees to do the job well, and developed a spirit of teamwork, your most important job as an owner.operator begins. It is time to follow-up. Remember....Your employees are looking to you to set the level of expectation.
I am offering a Two-Day Profit Tune Up for restaurants in Southern California for $800.00. "Just One Good Idea Is Worth The Investment."
Call me at 866-903-5875 to schedule your appointment or call for special pricing if you are located outside this area.
Restaurant Start Up
Site Selection - The Principles
Below are the Principles of Restaurant Site Selection. Over the next several issues I will examine each one of these principles in detail.
- Know Your Operation - It goes without saying that you must know and understand your operation. Moreover, knowing your operation is a pre-requisite to any expansion you have planned. In fact, this is the strength of the of the food business. Food operators can usually recite and compare food costs, labor costs, controllables, and uncontrollables. Numbers are traded and widely discussed. Daily tallies, transactions, customer counts, meals purchased, and, hopefully, profits fill numerous notebooks. Nonetheless, as mundane as it sounds, you must truly grasp the complexities of your operation and accurately gage your management ability before expanding or starting out. Have you done your homework? If you are entering the food industry for the first time, have you studied successful food operations, and do you feel thoroughly familiar with their techniques?
- Determine Your Customer Profile - Customers are attracted to any food operation for numerous reasons. As a food operator, you should know why your customers choose your facility. Also, identifying the characteristics of your most frequent customers is essential. Without such data, you are going into a fire fight with a BB gun. I am continually amazed at the number of food executives , responsible for spending millions of dollars, who don't really know their customer profile. At least once a week, a major food operator or officer of a major restaurant organization tells me his or her customer is "everyone." When I ask, "How do you know that?" the usual response is, "Well, I observe," or "My managers tell me." That is absurd! I cannot overemphasize enough the need to determine who your potential are, why they would come to you, or why they wouldn't come to you. One of the primary secrets for successful site selection is targeting areas with demographics that match your "most frequent visitor" characteristics.
- Delineate Trade Area - Numerous factors, including the following, dictate the size of a trade areas: Type of food facility, type of location, income, topography, competition, traffic artery, physical and psychological barriers, activity generators, consumer patterns, visibility (sometimes), and socioeconomic characteristics. Historically, restaurants have focused on a five-mile trade area, while fast food restaurants have settled on a three-mile radius. In many instances, these distances are realistic; just as often, however, they are not. It is important to analyze the type of location and the extent of the trade area that might result from a new operation. In a major urban area a "special occasion" restaurant may attract customers fro 10 to 15 miles away, and rural locations with the right type of restaurant can attract customers in a radius of 60 to 100 miles. Moreover, fast food restaurants near major regional shopping centers often take on the trade area characteristics of the mall. In reality, trade areas are not rigidly round, square, or rectangular. Instead, they are positively influenced by the attraction of the restaurant and negatively affected by factors such as competition and physical barriers.
- Establish Locational Criteria - Examples of locational criteria include the following: Types of locations, traffic arteries, trade area size, speed limits, number of moving lanes, adjacent uses, traffic flow, traffic counts, ingress, egress, visibility, competition, employment, topography, demographics, ethnic characteristics, and perhaps a liquor license. For someone who is starting a new operation and has no locational experience, the site attributes of other similar and successful food operations can provide very important guidelines. Examine the experiences of other operators and competitors. How have they fared? Where are their most successful units? Why are they the most successful units? What is common to their locational success?
- Analyze The Market Structure - Every market, whether it is a neighborhood, a small city, or a major urban area, has a structure that partially determines the extent of a trade area, the patterns that exist, and travel times. The structure includes the shape of the city, or an area, the road network, barriers (physical and psychological), income, topography, zoning, sewer and water availability, ethnic and socioeconomic characteristics, and climate. Structure plays a role in directional growth patterns, employment concentrations, development, eating-out patterns, and other factors that have generally influenced past and present development. Furthermore, the same structure is likely to influence future growth in the community. Understanding market structure is essential in selecting good locations for food facilities.
- Gather Factual Market Resource Data - Restaurant operators compete for eating-out or eating and drinking dollars, usually generated by resident population, traffic, daytime working population, or some combination of these groups. Market resources include population, socioeconomic characteristics, age structure, income, eating-out expenditures, lifestyle, and household size. Through an orderly procedure, you can determine the extent of the present and future market.
- Ensure Adequate Accessibility - Accessibility within a metropolitan area includes the ability of motorists to move from one part of the area to another. Locationally, accessibility represents the ease with which people move into and out of an area, and more particularly, in to and out of the specific location.
- Recognize the importance of employment - Many restaurant require lunch and breakfast business in order to be successful. Therefore, it is important for you to understand the employment patterns in your specific area.
- Identify Generative Areas - Generative locations means sites that are near major traffic generators such as malls, office buildings, hotel, industrial, and other commercial facilities.
- Clarify Attitudes, Trends, Habits, and Patterns - Consumer attitudes and trends are constantly changing. They are influenced by such variables as our ages, income, lifestyle, professions, aspirations, opportunities, social trends, household composition, and size, and our feeling of well being. Most of us, for example, are very much aware of current emphasis on health in our diet. We need to be cognizant of present and future trends in considering locational opportunities.
- Evaluate Competitive Facilities - Know your competitors. Both direct and indirect. Direct competitors are those of similar concept. Indirect are any other eating and restaurant facilities.
- Understand Visibility and Exposure - Visibility is the ability of a site, building, or sign to be seen; exposure is being seen over a long period of time. Whereas visibility creates opportunities for impulse eating, exposure gradually influences patterns and decision making.
- Estimate Sales Potential - To a degree, all restaurants are competing for all the same eating-out food expenditure dollar. There are wide differences, however, between dining expenditure a family with children and those of a couple. Other factors can be differences in breakfast, lunch, and dinner expenditures or in the case of casual and formal dining. Almost all food operators estimate sales. Often, however, they have problems because of using methods that produce inaccurate results. Estimating sales is properly accomplished by evaluating all the factors that affect a restaurant facilities potential.
- Evaluate Site Economics and Physical Characteristics - Site economics represent the ability of a restaurant's sales at a given location to support the cost of land, building, and equipment (or rent), while providing an acceptable profit and return on investment.
These are the basics of site selection I have used for many years. Many restaurant operators find them to be too cumbersome and then apply a token approach to site selection. They do so at their own peril.
When you reach for the stars you may not quite get one, but you won’t come up with a handful of mud either.
~ LEO BURNETT (1891–1971)
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