Don’t let your staff be “that Guy”!
While
I was for a social evening with friends I ran into a wait staff person who got
me thinking about our business and what can happen. We were a table of eight so you know the tip
potential was good for the wait person. The table was great and the menu looked
very good but the problem started with the first person to order. There was a steak on the menu served with
roasted redskin potatoes and the vegetable of the day. The person asked if he could sub out the red
skinned potatoes for another starch or potato.
The response from the server took me by surprise, “Sorry sir, no you
can’t because that is the special and “they” don’t want us changing it”. So the person ordering just asked for the
steak and the vegetables. As I sank
lower in my chair based on that exchange, the next one just did me in. The next person ordered a chicken dish and
was offered 4 types of potato to choose from.
How do you think the first person to order felt after that? Then it hit me: if it happens in a nice
restaurant like this, it could happen in one of our accounts. So what are you doing to ensure it doesn’t
happen in your dining room?
Are you
rounding with a purpose?
Do you
regularly experience the dining service from a customer point of view?
Do you
reward your staff for great service delivered?
Don’t let your staff be that guy.