How much do you care about your customers? Are they important to your business? Or are they just revenue in human form? Too often we forget why customers come to our restaurants. Is it just for the food? Perhaps if your food is that good and memorable. But why they really come is for the experience; to interact with your staff, enjoy the ambiance you have created and yes, for sustenance. 

How do we make the customer experience work in our favor? Of course we want them to have a good time, but we need to make a profit. No one denies that. It’s an elusive concept. If I do too much for my customer they may be ecstatically happy when they leave but I won’t have enough money to pay my employees and purveyors. If I cut service and quality to a minimum, I’ll make a handsome profit but I won’t have much repeat business. There’s a happy medium in there somewhere. 

Bottom Line Consultants can help you find that happy medium; making customers extremely happy and making a good profit for you. First we have to have a look at your business and how it runs. Once we understand that, we’ll get to work on the bottom line on customer service. 

Here’s something to think about. In Will Guidara’s book “Unreasonable Hospitality”, he talks about the 95/5 rule. He suggests that you watch your budget like a hawk for 95% of it. I mean down to the penny. This involves having systems and procedures in place that really work for your business. But the last 5% is for something special for your guests. What can you do for them that is just for fun or enjoyment. Think of things like adding a special cookie for when they leave, free valet service or just a small thank you glass of wine when they sit down to dinner. These little customer service items stick out in a customer’s mind and make them want to return to your restaurant. It’s not always the food. It’s how you make them feel that will keep them coming back.