I am here to help.

I had a guest today who was irritated at the price of a side of cream cheese. She was very vocal and very hard to calm down. The episode came out of nowhere, in the middle of lunch and all of us where stunned.
What do you do?
The first thing that came out of my mouth is "miss, do not get upset, I am here to help".
I assured her that I would charge her a minimal amount for her purchase. I told her that the prices were not set by anyone here at the store and that I all we wanted was for her to have a good experience.
Privately, I discussed the rising costs in goods with her, the quality of the product and assured her that our prices are fair.
She did calm down and I could tell she was impressed by our resolve.
Many folks in our current economy are very conscious of what they spend. We must give them a value and in some cases an explanation, otherwise they will go somewhere else.

Keep it clean too.

Positive interaction with the guest is crucial to their experience.
Good service will differentiate you from other restaurants.
However, always keep in mind that the guest interacts with the physical aspect of the place as well.
How neat and tidy are the key parts of your place? Is the beverage area full of straw wrappers?
Are your floors littered with crumbs?
I take pride in keeping the store neat, clean and organized(there goes that NCO again).
An inviting atmosphere relaxes the guest and sets them up for an experience that "makes them feel great"(as our owner would say).
If you make an effort, your guests will notice and they will let you know. They let me know.

The exiting comment.

In previous blogs I have talked about the interaction with the guest after they have received their meal. It is key to their experience.
Often in the fast-casual world this is a challenge, but can not be ignored.
A very important element to this part of the service cycle is the EXITING COMMENT. Are we saying "good-bye" to our guests?
I believe this may be the most over-looked interaction with the guest in the cycle of service. However, this is the final snapshot of their experience and is critical for two reasons:
1.If you missed something, their reaction will let you know and you can fix it.
2.You remind them just before they leave how much you appreciate their business. After you already have their money.
Next time you work, have your staff focus on the EXITING COMMENT! You will find it is a very effective tool.

It is good to see Scott everyday.

It is always a great day when you realize that you have a new regular. It is even better when you know that they service your crew provided played a crucial role in their decision.
The effect we had on Scott actually came from a complaint. Scott likes eight grain bagels. These are the most popular bagels and sometimes we get a huge run on them (my director would ask me to please raise my par!). I noticed Scott was upset because we ran out two days in a row.
I decided to take action. I quickly apologized to him, and asked him be our guest for breakfast. He thanked me and I thanked him. Moving forward, I assured him I will have more eight grain bagels available in the early morning.
Since then, I have seen Scott everyday.

Keeping coaching and they will step up!

What do you do when you are understaffed?
Can you still provide the kind of service that you brag about?
Can you still overcome the challenges that overwhelm most?
Well, today was the day for such a question?
We got killed today and I have to tell you, my entire crew stepped up and really took care of people. It was a tough, yet amazing day!
With all the volume, there were only a few situations were a guest became agitated and in every case an employee took ownership and fixed the problem.
All I had to do was follow up. I stayed calm the entire time and I am sure they fed off that, but honestly, it was them keeping me going most of the day.
Keep coaching and when you need them most, they will step up!

Start with something simple.

Exceeding guest expectations begins with simplicity.
In the fast-casual world the guest is expected to clear there own table and really do not have much interaction with the staff after they receive their meal..
The employee usually designated to keep the foh neat, clean and organized ("nco" are my favorite three letters) does not clear tables nor does he or she pay much attention to the guests experience.
However, this is actually a great opportunity to impress the guest.
Some managers may avoid interacting with the guest fearing a complaint. But, as leaders we do not want those folks to leave unhappy. You are more likely to create a raving fan by fixing a problem effectively.
I simply encourage my hosts to talk to the guest while they are dining and to clear there plates when possible. The reactions are always positive.
When I think good service, I think start with something simple.

You need guys like Lee.

I like to talk about exceeding guest expectations as a GM, but I can not stress enough how important it is to train your staff to do the same.
We have a regular guest named Ronnie Goodman. Mrs. Goodman is handicapped and has a hard time getting around. About the third time she came in, I suggested she call me and I would bring her purchases to her car. I relayed the message to my crew accordingly.
My assistant Lee has moved on to ownership and now only works on Sundays. I have a new assistant who works on Saturday when Mrs. Goodman comes in. I have yet to relay the message to my new guy.
Turns out, he got the message.
Mrs. Goodman called me yesterday to rave about Lee and how went out of his way to introduce TJ(my new guy) to her and show him the routine. She was so happy. She told all her friends and could not wait to talk to me. Something so easy meant so much to her.
You need guys like Lee.