TOS is gearing the culture in your company to be a guest driven business, total concentration toward the guest. With this concept you need to engage your team members, Assistant Managers and Managing Partners to react and act with all attention focus toward the guest.
Offer we refer to TOS as the “Sizzle“. What does “Sizzle” mean? Have you ever gone to a restaurant and ordered fajitas? When the waiter brought you your food, the plate was sizzling. As he or she walks through the restaurant, everyone noticed. You felt special when your plate was put in front of you. The sizzle is a show. It did not change the taste of the product, but sure got everyone’s attention especially yours.† This is what you want to do in your store. Your store needs to put on a show. Think about a time you had a great and wowing experience in a restaurant, think of all the things that made it great. Now think of a time when you were disappointed. Both times your experience depended on how you were treated as a guest and what service was or was not provided by the store personnel. Your goal should be to make sure that all your guests walk away from your stores just having had a sizzling experience.
Here are 5 simple TOS guidelines for your contact with your guests.
1. Remembering you are your company to its public.
2. Treat each quest like your closest friend.
3. Guest diplomacy always gets first priority.
4. It is really the guest who controls your paycheck.
5. Guest service diplomacy means going the extra mile.
No matter what at the end of the day your business doesn’t exist without your customers so as Bob Farrell, author of “Give ‘em the Pickle” would say ” Your business is not what you sell it’s who you serve” and “Th e Customer is the BOSS”. Take these little tidbits and use them today, share them with your staff and co-workers and tune for your next installment of Restaurant Success Strategies.
This article provided by Jonathan Munsell, Restaurant Success System
www.restaurantsuccesssystems.com
Telephone: 919.334.6800
