Dealing with Angry Restaurant Customers

Dealing with Angry Restaurant Customers

Maybe the soup was too hot, maybe the steak was tough, maybe the drink was wrong and the dessert never came. Maybe it was all of the above (eek!). Or, maybe the customer is just being difficult. It happens. Whatever the problem, your customer is unhappy and you have...
Four Phrases to Never Use with Guests

Four Phrases to Never Use with Guests

For service staff in the restaurant industry, there are four phrases to never use with guests. Pass these on to your servers: “I don’t know.” If you don’t know, find out. Instead, say, “That’s a good question. Let me check for...
The Key to Exceptional Service

The Key to Exceptional Service

Restaurants try to provide exceptional service to everyone, but great restaurant managers know that one size does not fit all in this business. Think about the last few times you visited a restaurant or bar. One time may have been a quick lunch, another may have been...
What’s Your Relationship Status?

What’s Your Relationship Status?

Love is in the air this time of year, but is it in your restaurant? It should be, at least when it comes to you and your guests. Guest relationships don’t have to be complicated.  Check out these three simple steps you and your staff can take to have successful,...
It’s Time to Manage the Wait

It’s Time to Manage the Wait

Time is the one thing we all need more of, right? That’s true for our guests, too. Make sure your restaurant service training includes teaching your staff to serve guests’ time needs. Keeping the meal going at a steady pace is what most guests are looking...
Moments of Truth

Moments of Truth

As traffic increases for the busy season, your chances to impress – or disappoint – guests go up, too. That’s why it’s so important to identify where you can exceed expectations at every point in the guest experience. Remember, guests don’t form an impression of your...