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Have you ever walked into a business like a clothing store or restaurant and the employees there didn’t acknowledge you? You knew that they saw you enter, yet they didn’t feel that it was more important that a potential customer was greeted and served right away than finishing their current conversation or whatever they were doing.

How did you feel?

Did you want to spend your money there?

Not good, right?

I don’t blame you, now that you are the business owner, what are you going to do differently? I don’t have any statistical data of how much it would harm your business; however, it will definitely not be good for potential customers to get this kind of first impression when they enter your business.

Here are some steps you can take to teach your staff how to welcome and acknowledge every customer in your restaurant.

Teach it

Yes, it’s true, most things in life are intuitive, yet in your business, never assume that what you want to be done is known by your staff. ESP doesn’t work in relationships and it doesn’t work in business either. Show your staff what you want them to say to customers, when and why. Demonstrate and role play some possible scenarios. Ask them how they feel when they are ignored?

Repetition

Repetition is the key in every type of learning. Don’t talk to and treat people like they are stupid, just simply practice constistency. Employees prefer predictablility. Good business practices are clear and predictable. If your staff are not clear on the task, then they won’t perform the task. Drill it into your staff’s heads so that when a customer walks in, they don’t think about what they should do, they’ll just do it.

Reward Good Good Modelling

Reward and recognition doesn’t always have to be related to money. A word of praise privately or in front of co-workers, or a pat on the back will do for most things. Recognize the desired behavior no matter how redundant it may seem. Not being appreciated is one of the major reasons of work dissatisfaction.

Fire

Nobody likes to have let staff go, but it is a tough task that is involved in being a business owner. If someone doesn’t buy into your restaurant culture with repeated attempts to persuade them, then they should go to a company where they will buy into that culture. You’ll be doing that person a favor in the long run. One bad apple WILL corrupt the bunch. It takes very little effort to criticize and complain- destroying what you are trying to build. Take notes on the ones who roll their eyes, snicker or offer unwanted advice or comments. Convert or eliminate negative energy. It takes constant positive energy and effort to create and maintain good attitudes and practices in your business.

You can’t lose if customers that feel welcomed and appreciated. The good will generated can’t be measured, except that you will get repeat business and eventually referrals to your business. Stand above your competitors by putting the extra work in creating an environment that is both warm and inviting.

For many restaurants the holiday season can be extremely busy with customer X-mas parties, that often business owners push off their own Christmas party for their staff or even worse decide not to have one for them.  This is a huge mistake.  What better time to show this appreciation and build a sense of community and loyalty at the same time with an annual staff party?

It will be worth every penny to build good will and show appreciation.  Allow your staff to bring dates, family and friends there to eat and drink.  Have a rewards/gifts of appreciatation. Don’t penny pinch in the wrong areas.  Having an annual party is good business.  You staff will grow closer as a team and you will have better moral all round with employees.

Let us know your favorite memory from a work christmas party?

Besides money, what can you trade with your staff that is like currency?

In other words, what are the intangibles in your restaurant business that make people feel appreciated and want to stay? Were you able to stay working for miserable and ungrateful people in horrible work environments for very long? If you can tolerate that, then good for you, but most people that will work for you won’t.

1. Good Will. Give more than you take and most people will return the good will.
2. Don’t be a tyrant. That crazy chef shows like Hell’s Kitchen with Gordon Ramsey on the food channels are great for TV, but not for your business.
3. Fair Scheduling. Work with people’s lives. Allow flexibility in your scheduling to accomendate employee’s lives. Care about what happens in their lives and they will care about your business.
4. Help out. During service with customers, jump in and don’t be afraid to pitch in. Don’t have the attitude of: “I pay them, so I shouldn’t have to do that“.
5. Praise people privately and publicly. Words are so powerful. Use your words to build up and encourage. Focus on what people do well. Don’t make it a public event every time you pat someone on the back because that will be seen as insincere. But be sure to have a constant stream of appreciation and compliments for when staff are doing an excellent job.
6. Correct Privately. Make a public humilation of someone and you’ll get yours someday. It takes energy and patience, but you’ll kick yourself later if you let your frustration and anger make you say or do things that you’ll regret. Never, never scold an employee in front of other employees or customers.

These six restaurant management tips, if done consistently and with everyone in your organisation is a recipe for making a work environment that your employees can feel the difference and be drawn to your business. For employees it’s not always just about the money either, if they are happy when they come to work it makes a world of difference. And trust me, your customers will feel and notice the difference between happy staff and dissatified staff.

What can you do about lateness in your Restaurant business?

1. Don’t be late yourself. Make sure that your managers and supervisors are never late. Model the behaviour that you desire. When you and your key players live above your rules, then you create class separation within your own organisation resulting in resentment and disobedience. Status always separates people.
2. Teach to employees call right away as soon as they think they will be late. EVERY TIME. Drill in this procedure over and over again. Wondering about people creates stress and immobilisation because you don’t know if the staff member is okay or if you need to start looking for a replacement for that shift. Service businesses are always running on the bare necessities as it is, a little hiccup can cause everyone unnecessary stress and possibly affecting service to your customers.
3. Listen and communicate with your staff. Have rules, but be flexible and compassionate when out of the out of the ordinary happens. Don’t go straight to punishment each time. Train managers to be good listeners in the cracks of time that are available when the staff are not dealing with customers. If owners/managers know what’s going on with boyfriend breakups, looking for a new apartment, family tragedy, vehicle breakdown, etc., then they can help their staff think through, plan and switch around priorities, so that their lives are better off and your business is not affected by everyone’s personal tsunami. People want to know that people care. You will create incredible loyalty because this attitude of win/win is not apparent in practice for most business environments.
4. Pay for people who are early and willing to do some work. There is always work that needs to be done. Some owners deduct for lateness, but why not pay people who jump in early. Encourage earliness.
5. Reward people who pick up the slack when other employees have not shown up on time. If the good staff are punished with extra work because you are short a person, then show that person that you appreciate them. Give them a free dessert to take home to their girlfriend. Or at least a few kind words and praise.

Follow these five tips and you should notice a decrease your staff’s latest in your restaurant.

Recently, we heard about this place called “The Chicago Pizza Kitchen” in the Keele & Major Mackenzie (North-West of Toronto).  Some friends told us about this place and that we have to experience the amazing Chicago deep pizza experience.  So we go and our experience was nothing better then the best!

My wife and our three children went one early Sunday after Church.  The cook was just arriving to work when we arrived.  He was clean cut and was wearing one of the whitest uniforms I have ever seen.  They were not scheduled to open for another hour. Dup!  It was our fault, we didn’t check beforehand.

Instead of making us feel stupid and then locking us out, or bidding us farewell till the next time, he ushered us in and offered us seats, drinks and menus.  He cooked and served us and we were in the take-out portion of the restaurant!  He was so friendly it was unbelievable!

I know that he was trained to be that way because he looked like he was 18 years old and I know 30 year olds who have less people skills with a decade working with other people!  Take note restaurant owners, it is possible to get young people to provide exceptional service, with good training.

Then 45 minutes later a respectable young counter girl came in that looked also looked approximately the same age as the cook and she too gave us amazing service.  She made conversation with us, adored our children, cleaned off any dirty plates and napkins.  In between servicing our table she asked some great questions that all servers should be trained to ask:

“Oh, how did you hear about us?”

“Do you live close to us?”

What she discovered was that we did not live close and you know what she said…?

“Oh, you don’t live close, if you are ever going this way again, feel free to call us 40mins ahead of time and we’ll get some hot food ready for you.”

WOW!

We watched as she dazzled other tables that came in after us.  Whoever has trained these employees has created an environment that is painting this business as being remarkable.  When customers find businesses being remarkable they can’t help themselves talking about it.  They become your fans or as Seth Godin would call “Mavericks“.  This post is living proof of how people will spread the word, when you offer exceptional services.

It’s the little things that when done with consistency, sincerity, joy and friendliness that just will blow your customers away.  Would I rather spend double the money at “Chicago Pizza Kitchen“, 40 minutes away from my home, than a pizza franchise or “Joe Average Pizza” …?  You bet! And so will others.  This pizza parlor will be very busy and successful for years to come.  How is your restaurant establishment striving to be remarkable?

Using Free Online Classifieds or Online Job Boards for your Restaurant Job opportunities can be very effective way to capture loads of great staff for your establishment.  We recommend using these 4 free classified job boards:

• CraigsList.org
• Backpage.com
• RestaurantJobBoard.com
• AdLandPro.com

Before posting to these free job board sites, take a look at what other posters are doing.  This will give you some creative ideas and a feel for how the classified ad site works.   Look at the ads in your category.  Read the ads, what catches your eyes and why?  What headlines stand out?  Which do you avoid like the plague and why?  The goal is not to look and sound exactly like everyone else’s ads.   Actually, do the opposite in most cases.

Try to put yourself in the shoes of the potential bartenders and servers and write for their needs and wants.  If you were looking for a restaurant job today, then how would you go about applying?  How would you get the waiter job that you want or need with the least amount of effort?  Wouldn’t you ask your friends first?  Would you look for specialty online and offline classifieds?  This day and age you could cover more ground by applying at a dozen places or more with a simple email or phone call.

Many people choose a job based on location and how close it is to their current living situation.  Weed out those that don’t live close to your business by including your address.  Also, hiring based on their living location could save you a ton of headaches with future employees.  There is less of a chance of them being caught in traffic or having transit problems when meeting shift changes and/or working schedules when you employees live close to work.

Another great tip is, think about what you didn’t like about applying for jobs when you were applying for jobs. Try and be as up front as possible about your location, food, clientele, expectations of the job, etc.  The more info the better! This will allow you to attract the “right” type of potential employees and help weed out those that are not committed nor qualified for your restaurant positions.