The best service model for restaurants and hotels

Chapter 16 Exceeding Customer Expectations and Guaranteeing Customer Return (3)
It doesn't mean that it's over after letting employees think about it.Supervisors also have a role to play.In the pre-work meeting, the supervisor can ask two or three employees to communicate anonymously every day.For example, the supervisor asks: "Xiao Sun, share with you, which customers you helped solve and which problems yesterday?" "Xiao Ma, share with you, where did you surprise or move customers yesterday?" "Xiao Liu Share with everyone, which customers did you retain yesterday, and which customers did you remember?" Maybe the employee will feel indifferent for the first time and say: "Director, I can't remember it for a while." "It doesn't matter, I will continue to work hard tomorrow." said the supervisor.In this way, spend 3 to 5 minutes a day to communicate with everyone, and if you persist for a month, employees will habitually think about these issues.

As mentioned above, you need to provide employees with tools, teach them methods, tell and inspire employees from which angles to think, and which ways to think.

Fourth, the service must not only do well, but also do better

1.Regularly carry out "work improvement thinking meeting"

Managers and employees should hold regular "Work Improvement Thinking Meetings" to think about where each link of the department can be improved and improved.That is to say, at least once a month, the manager conducts a "job improvement reflection meeting" with the employees.

"Work improvement thinking meeting" is very important.What is the purpose of this meeting?It is to lead the employees to think together about a question: what areas in each link of our department can be improved and improved.Because each employee will meet many customers and serve many customers within a month, and customers will have feedback, and employees will also have a lot of feelings.Therefore, at the "Work Improvement Thinking Meeting", everyone can do some thinking around different links.Haidilao's Innovation Committee is the "Work Improvement Thinking Committee".At the meeting, employees think about various links, including customer feedback, customer needs, and employee services, to see where they can be improved, which value-added services customers need have not been provided, and which value-added services can be done better. it is good.Therefore, you have to do some thinking in these places, and you must take your employees to hold regular "work improvement thinking meetings".

The "Work Improvement Thinking Meeting" involves various links.It is a schematic diagram of each link that a customer experiences in a restaurant and hotel, from parking to check-out.

When a customer comes to eat, if he comes by car, he must go to the parking lot first, and he must meet security personnel.So, can you make customers feel different in the parking lot before they even walk into the restaurant?In other words, the way the security guards serve surprises the customers.

I have had this experience once.Once I went to a certain restaurant, and when I was communicating with the security guard in the parking lot, I asked him any questions, and he could answer me.For example, what activities are the restaurant carrying out recently, is there a big supermarket near the restaurant, etc.This struck me as a "professional" security guard at this restaurant.Therefore, in your restaurant, even if it is just a security guard, he must think about where he can create emotions for customers.Have you noticed such a service link?
When customers walk into the restaurant, how will the welcome staff welcome customers?When customers sit down, how does the pre-dinner service create touches and surprises for customers?When ordering food for customers, how does the order chef make customers eat healthy, and how does he remind customers of the nutritional combination?When serving dishes to customers, will the waiter introduce the nutritious ingredients of the dishes to customers?In the dining environment, can you make customers feel warm?After the customer finishes eating, will the cashier thank him during the checkout process?When the customer leaves his seat, who are there to see him off?When the customer leaves the store, who will serve him?You will find these links: parking lot - entering the store - taking a seat - ordering food - serving food - dining - checkout - leaving the seat - leaving the store - parking lot, are all key links that customers experience in restaurants and hotels.

2.Improve service, refine implementation
In the links just mentioned, is there any room for improvement?Here I only analyze "what have we reminded the customer", that is to say, what your employees have reminded the customer when he is consuming in the restaurant or after leaving the store.If we hold a "job improvement thinking meeting" now, the focus is to think about "what did the staff remind the customer when he spent in our restaurant or after he left the store", what findings will he find?After summarizing, I found that employees should have four tips for customers.

(1) Hardware prompt

For example, a card was placed on the furniture cabinet of the Zhili Guild Hall, on which it was written, "The Zhili Guild Hall warmly reminds you: Foods that are contraindicated for gout... Foods that are contraindicated for high blood pressure... Foods that are contraindicated for diabetes..." At first glance, it is reminding customers of dietary health.This is the relevant reminder design that the hotel has prepared for customers in advance. I collectively call such reminders hardware reminders, or equipment and facility reminders.

The notice board reads "customer complaints are our love".This is a reminder to customers of Grandma's Restaurant in Hangzhou. It is to remind customers: Complaints are gold, we welcome your feedback, and you are welcome to tell us your dissatisfaction.This is also a hardware reminder designed by catering and hotel companies for customers in advance.

Let's take a look at the picture below again, on which it says "Taste Zhongdu, Feel Family Love".This is a photo I took at an event of "Huangjin Butler" two years ago.The reminder board prepared for me on the dining table at Zhongdu Hotel.There is also a sentence on the card, "When you arrive in Zhongdu, you will arrive at home."What this conveys to customers is the service culture of this restaurant.This is a cultural reminder, and it is also a hardware reminder to customers in advance.

In addition to restaurants, there will be similar hardware prompts in hotel rooms.When I was lecturing in Inner Mongolia, there was a reminder in a hotel room where I stayed: Don’t forget me, laptops, U disks, watches, jewelry, etc.Such a design is unique.Laptops, U disks, watches, jewelry, etc. are valuables. This is to remind customers not to forget their valuables when they leave the store.

(2) Telephone reminder

In addition to the caring, meticulous, or warm hardware reminders designed for customers in advance, other reminders can also be provided for customers.For example, when the customer is not in the store, what will you remind him?I found that many hotels send text messages to customers when it is windy and rainy.For example, "Dear Mr. Yi, hello, the temperature is going to cool down tomorrow, don't forget to add clothes." This is called a text message care reminder.Whether texting or calling a customer, a reminder of caring and affection like this is called a phone reminder.You can think about it, what kind of telephone reminder services does your hotel design for customers?
(3) Verbal prompts

When the customer is not in the store, in addition to the phone prompt, what other reminders will there be?For example, when a customer goes down the steps, the waiter will say "Sir, pay attention to the steps under your feet"; when the waiter makes a cup of hot coffee for the customer, and the customer is about to drink it, the waiter will say "Sir, be careful of the heat".This is called verbal reminder, that is, to remind customers face to face through language.When customers order food, the prompts on nutrition matching, healthy diet, and the main and auxiliary materials of a dish are all verbal prompts.You have to think about where employees can use verbal prompts to customers when they serve customers, so as to attract customers' attention, or express a kind of care and attention to customers?
(4) Text prompt

It is a guest room message card. "Dear Mr. Yi, hello, welcome to stay in the Golden Building. Your lectures are very exciting. In order to express our admiration for you, I will send you a plate of fruit. I hope you are satisfied. I wish you a pleasant stay!" This What does a message card remind you of?This is a card carefully prepared by the waiter to the customer, and it is also a text reminder to the customer. "Specially serve you a plate of fruit" is to remind customers "I have prepared a fruit plate for you".Nowadays, in many hotel rooms, there are some message cards written by waiters for customers, the purpose is to provide customers with personalized services.

In addition to such a message card in the guest room, is it possible to provide such a reminder service in the restaurant?It was a message card written by the waiter when I was giving a lecture in a restaurant in Beijing, and it was placed on my dining table. I was very moved when I saw it. "Mr. Yi Zhong, you have worked hard! Although I haven't listened to your class yet, I understand the importance of mentality from the discussion of my colleagues about receiving your training. How I am eager to receive your training as soon as possible, listen to Your teachings have pointed out the way for my life. I am grateful to the company... I am grateful to Mr. Yi, and to my colleagues, the leaders and partners who have guided and accompanied me in my growth. I must study hard and make progress every day."

This employee not only experienced the hard work of the teacher, but also expressed his gratitude to the company for providing them with learning opportunities. This is the gratitude of the employees, which moved me very much.There are big customers coming to your hotel, or regular customers coming to your restaurant, what do you design for the customers?Have you also prepared such a detailed message card to give customers warm text reminders?

Let me emphasize again now: hardware reminders, that is, the reminder cards that hotels or restaurants have designed for customers in advance; telephone reminders, when customers are not in hotels or restaurants, waiters, salespersons or managers express care and concern to customers by phone or text messages; Verbal reminders are customers in hotels or restaurants, and the waiters express the hotel's care for customers face-to-face; text reminders are hotels or restaurants using message cards to provide customers with warm or caring reminders.

Around the service tips, I designed a table of improvement measures for catering and hotel service tips.

main link
current service method
Upgrade plan
Leader

时间
hardware prompt
phone reminder
verbal prompt
Text Prompt
The four prompt links are reflected in this table.For example, in the hardware prompt, what is the current service method, what improvement plans are there, and who will be responsible?Telephone reminder, whether employees have phone calls or text messages to care about customers during the holidays, how is it currently done, and what can be improved?How do you currently provide verbal and written reminders to customers, and what can be improved?Through continuous thinking, you will find that all aspects can be effectively improved.Therefore, as a manager, you must lead your employees to carry out regular "work improvement thinking meetings" to constantly think about what can be optimized in the position and service process; what can be satisfied with the feedback and needs of customers.

3.Reflect on customer opinions and strive for better service
Combined with the customer opinion card of restaurants and hotels, customers are encouraged to give feedback on the management and service details of restaurants and hotels.Now many restaurants and hotels have customer opinion cards, which is very good, but there is a question whether the opinion cards can encourage customers to give feedback on the details of hotel management and services.Now we are advocating to improve customer satisfaction.Although customers are becoming more and more knowledgeable and demanding more and more, customers are still most concerned about some detailed services of restaurants and hotels.Because they have visited more restaurants and stayed in more hotels, they will make comparisons.Therefore, your customer opinion card must provide feedback on the details of customer requirements.In this way, it is very clear which details of the hotel or restaurant need to be perfected and paid attention to.

For example, there are problems in the design of water heaters in many hotels, and it is easy for customers to complain.So, in your hotel, do customers encounter situations where the hot and cold water cannot be adjusted properly?Chances are many customers are staying at your hotel for the first time.Since it is the first time here, you have to treat him as a child.Since a child walks into a strange place and doesn't understand anything, he has to grope, because he has no such experience.So you go through this detail and think about what you can do to satisfy customers.

I have encountered such a situation.Once in a hotel, the shower head in the bathroom - the shower head looked very big, but when it was turned on, no water came out.I had to call the waiter and said: "The shower head looks quite big, why is there no water?" The waiter was very humorous: "Sir, is it rusted inside?" I immediately asked: "It's rusted! Don't you usually check it? ?” The waiter said, “Sir, can I get you a paper clip, or can I smash it for you?” I couldn’t laugh or cry.This is a detail, but it is not a trivial matter. Employees should always check the service facilities of the guest rooms or restaurants, and do not wait for customers to find problems when using them before doing the aftermath.In this way, customers will definitely not be satisfied.

Whether it is the hot and cold water of the faucet, the water outlet status of the nozzle, or other problems, the problems in the service details of restaurants and hotels need to be solved and improved in time.Therefore, I suggest that restaurants and hotels use customer opinion cards to improve service levels and customer satisfaction.When I was giving a lecture in Gansu, the hotel I stayed in had a customer comment card, which said, "In order to keep the guest room in the best condition, please help fill out this form and tell us that the room needs to be compensated. details".This hotel pays attention to detail.In fact, many hotel rooms have similar customer survey cards, but it should focus on the details of hotel management and service, allowing customers to give feedback through experience, so as to better serve customers, impress customers, and continue to retain profits.

(End of this chapter)