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TheNext Course Newsletter
News you can use.
- Customer Service
- Operation Strategies
- Technology
September, 2015
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The Main Ingredient
Set up, service and breakdown is the next three steps to complete the service chain of action to deliver the service experience to exceed your customer expectations. Continuing from where we left off in our August article on the cost of service, which was more directed to the culinary value and measures of taking ingredients and creating artistic dishes from the chef and his or her team.
Now we focus on the service experience with broad parameters based on the many variables we mention earlier depends on the style of service you design base on your menu, meal period, staffing level, occasion, and service segment and customer expectations. The narrow focus in this article is getting to the actual cost of the service experience. It's the amount of hours, staffing level, and wages for each category of employees utilized from set up, service and breakdown. With this information managers can speak confidently with customers to negotiate service pricing in an a la carte fashion versus the misconception of customers buffet pricing. Creating a cost conscious and service culture when combine with the appropriate measurement tools will give you early warning signs to take corrective action to keep you on track for the long term success you seek. One new metric can be the cost to service one customer. Another can be increase frequency of return visits and purchasing other service products.
A few tips on the customer service experience. Everything the customer see, hear, touch and taste contributes to their intent to return. Manager should take the time to view their operation from the eyes of their customers so it can drive their actions to be ready for service. Each sensory delight builds up anticipations to the next and the reverse is true spiraling down to the food was awful when it was not because one step in the customer footprint did not match their expectation.
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The Chef Table
Before sharing more tips for success will focus this column on one of the previous tips on maintaining a clear vision and mission with an operations strategy and tactics to match, align the execute daily actions to achieve your success. Additionally,we must be aware of the changes that occur in government regulation and the impact it will have on your business. Recently wages increases, waste composting and disposal are two examples not to mention the ever changing digital revolution and social media buzz.
Opportunities are created when challenges confront you looking thru holistic lens to find new and improve ways of create better ways to do old process because we always did it that way mentality. You really have to challenge your team on every action to find new ways to move forward. Must have the flexibility to implement change from the ground up when ideas are offered by your employees that makes sense(reduce cost, improve service delivery or increase sales.) in order to maintain a positive organization culture. Encouraging feedback, sharing success stories and positive experiences your team members have with customers at pre meal meeting will spur further dialogue and employees would come to believe you mean what you say.
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On the Side.
On September 24th, 2015 I will be presenting on the topic "Survival of the fittest" Navigating the Restaurant Business along with other experts from New York City Agencies of Health, Consumer Affairs, and New York State Liquor Authority.
Time: 6.30P.M - 8.30P.M.
Location: United Methodist Church 276, Fenimore Street, Between Rogers and Bedford Avenues, Brooklyn, 11225.
This collaboration with Nostrand Ave Merchants Association and The Flatbush Enterprise, Creating Legacies, Citizens Committee for New York and the Hon New York State Senator Jesse Hamilton will benefit the increasing number of Food and Beverage operations opening in the district and his desire to support their sustainability and success sharing best practises and compliance information of the various regulatory Government agencies.
This event is free but registration is required by calling 718-284-4700 and giving this code "HSS924" for those in the outer boroughs and districts who will like to attend.
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Just Desserts
Please feel free to pass this email along to friends and colleagues who could benefit from this information. They'll appreciate it and so will we!
The Next Course" is the news letter of Hospitality Scorecard Solution Inc. All rights reserved. Reproduction in whole or in part without the written consent is prohibited.
Hospitality Scorecard Solutions is a Global Food Service Consulting Company that offers proven solution in Operation Management and Design Operating Procedures to fit Independent owned full service restaurant style of service, menu, location and market segment. Peter is a Certified Food Executive
To your continued success.
Peter
HSS Inc
Office # 347-240-1939 Cell# 917-504-4377
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