Killer Communication: Creating A Stellar Restaurant Guest Experience

Killer Communication: Creating A Stellar Restaurant Guest Experience

Whether you manage 1 or 100 locations, this eBook is your complete guide to the secrets of restaurant customer service—and how you can give your guests what they want from the moment they walk in the door. From interview guides to make sure your staff has expert communication skills, to printable customer feedback forms and manager logs, this guide will walk you through what your restaurant (and everyone else) needs to do to keep calm and carry on through the good, bad, and the ugly.

Customer service is king

Not only do loyal customers spend a whopping average of 67% more at restaurants than new ones do, but it costs about 6-7 times more to acquire a new customer than it does to take care of an old one. Investing in top notch service for your current customers to make sure they keep coming back is absolutely the smart way to go. Like in all relationships, communication is key and that surely applies here. This guide tells you how to keep the conversation going smoothly both in and out of your restaurant so that you’ll land regulars who dine often, tip better, and tell their friends about you.

What's inside the eBook

How do you know you have the right people for the customer service job?

Everyone from your hostess to the busser and barback will interact with your guests. That means that you entire staff needs to be prepared to handle chatting with guests. Hiring the right people from the get go and giving them all the skills they need through an effective restaurant training program are the best bets you have to ensure that you’ve got people working at your restaurant who are capable of delivering an excellent customer experience. This eBook covers all of that and even gets into how to handle feedback and complaints, complete with three printable templates for interviewing, scheduling, and more.

Crafting an expert customer experience strategy

We’ve worked with thousands of restaurants across the United States, so we know a thing or two about what goes into an effective customer experience strategy. The most important part is knowing what your guests want. When it comes to Millennials (the demographic that’s dining out more than any other generation), this guide includes an extensive case study that reveals exactly what this elusive group looks for. Our eBook also covers indirect forms of customer communication and experience too, imparting insights around social media, loyalty programs, brand ambassadors, and more.

—> This guide includes printable templates for:

  • BOH interviews 
  • FOH interviews 
  • Employee scheduling 
  • Manager logs
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