We are not fast food. We are a full-service sit down restaurant. Therefore our customers come to us with the expectation of receiving full, sit-down service. If we break down service into steps, you know exactly which step you're at with each customer. If you miss a step it sticks out like a sore thumb. If you perform each step, the customer will think wow! good service.
I'll be right with you!
A) Sit wherever you like; -or-
B) I'll be right there to seat you.
|Shout "Hello" the moment the door opens (even if busy with
A) Direct customers to take any seat; -or-
B) If store is busy, direct customers to seats that are ready.
||Coffee or Soda today?||Approach quickly offering a beverages and serve those right away.|
||Are you ready to order?||Be an adviser, "care for meat with your eggs, soup or chili with your burger?"|
||Let me repeat your order
(If on 3rd shift, say "I'll be right back with your check, we have to collect right away after 10 PM.)
|What you heard and what the customer thinks they said, may be different.|
||Here's your check.
(If on 3rd shift, say "I need to collect right away it's the policy after 10 PM.)
|Place the order on the POS, then run the receipt right over and place the check on the table (and if on 3rd shift, return to collect also right away).|
||Care for a refill?||While the customer is waiting for their food, return to offer a refill on coffee or soda.|
||Here's your order...
Do you have everything you need?
|Serve the food and make sure the customer has everything
||How is everything?||Within "two minutes or two bites" check back to see if everything is all right.|
||May I take your plate?||Monitor tables and pre-clear dishes as soon the customer finishes eating.|
||Thank you! Good Bye! Come again!||Thank the customer for coming and ask them to come again!|
Talking nicely and using good language shows respect. Use the standard phrases in the "Say" column below when you interact with customers.
Customers are unhappy when they're sitting with an empty cup!
When you refill coffee for one customer.... take the pot around and offer refills to everyone who's having coffee!
The customer may have their coffee just to their liking or they may not want more, so ask first, before pouring.
The runner runs back and assists and coordinates the activities of the cook in order to expedite food preparation. If there are two server/cooks on duty, the server is the runner. If there are three server/cooks on duty, one of the servers is the runner. If there are four server/cooks on duty, the one cook (on the egg side) is also the runner that should help out front as needed to take orders, etc. but then run back to help get the orders out.
Does this look appealing --->?
Pre-clearing the customer's main dish while the customer is still seated is a a vital step to keeping the restaurant looking tidy and to encourage table turnover.
Clear and reset tables before anything else. Before doing dishes, before taking breaks. The place needs to look clean and presentable.
While in-store service is the priority, call-in carryout orders represent a significant portion of our business.
Late in getting to the customer? Food took too long? Forgot a beverage? It's not the occasional lapse in service that results in us loosing customers, it's your failure to show sincere concern and to resolve the issue quickly.
It doesn't matter whose fault it is. Just resolve the matter!
Later, in your actual training, we'll show you how to turn a
customer complaint into a positive outcome.
Follow this two-step process in order to "recover" from such a situation:
When a customer asks "Is the manager here?" --or--
the phone rings and the caller asks if they can speak to the manager...
The answer is "We're all capable of answering your question, how may I help you?"
Say: "What is the issue, I'm sure I can help you."
If you don't use sections when the store is busy, there are customers who may get overlooked. So when there are two or more servers on duty, divide the restaurant into sections so that each of you can focus on the customers in your section. Decide among yourselves who will take which section. However, continue to work as a team, helping each other as needed.
Hand-off your customers to the new shift.