Customer Loyalty by the Numbers

Customer Loyalty by the Numbers

It’s no secret that improving customer loyalty provides a tremendous boost to profitability. But how do you get people who come in once a month to come in twice or three times? External-marketing devices – ads, offers, discounts and the like – get people in the door....
Four-Step Plan to Stay Out of the Weeds

Four-Step Plan to Stay Out of the Weeds

It starts slowly. Unassuming. Quietly. Then, “The Rush” comes. And suddenly, no one is safe. Not your calmest manager or your newest waitress. It slices deep into waitstaff morale and cuts deeper into restaurant profits. It increases blood pressure, tempers, stress...
What is Your Invisible Product?

What is Your Invisible Product?

Have you ever stopped to think about what “service” really means? Put simply, restaurant service is the manner in which the guest is treated. It’s a thing more often felt than seen. It’s a bit of a magic act, an illusion, a perceived value that accompanies the...
Time Out! Serving Difficult Kids

Time Out! Serving Difficult Kids

It’s a reality — kids will be kids. They will throw fits. They will throw food. They will throw a wrench in even the most well thought out plan. Happy families make happy customers – take care of even the most difficult little guests to ensure that their...
Improve Restaurant Service to Clock-watchers

Improve Restaurant Service to Clock-watchers

Research has shown that the business lunch hour has shrunk to under 45 minutes. Many guests, in fact, have even less time if they have significant two-way travel to your restaurant. This results in lunch-hour guests who are constantly watching the clock. Here are some...
The Most Expensive Item in Your Restaurant

The Most Expensive Item in Your Restaurant

What’s the most expensive item in your restaurant? An empty chair! There are two ways to fill those chairs — bring in new customers or bring back existing customers. If you spend all your time focusing on new customers, it won’t be long before you...