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Do You Really Want to Repel Your Patrons?

Reality TV shows are so popular –not only for their basic entertainmentt value, but also because they offer insights into things that a “fly on the wall” gets to see on our behalf!  Reality shows feature regular people in real-life circumstances that demand over-the-top challenges from them.  We, as the audience, relish in the adventures while seated in our own comfortable armchair posts.  We sometimes cheer, smear, and spear the real people for what they did do, and what they didn’t do right.  We do this all from the safe distance of our anonymity.

Our top three favorite reality TV shows are Undercover Boss , Restaurant Impossible , and Bar Rescue because they feature the three things we love; 1) business, 2) food and beverage, 3) and restaurants!

However, unlike reality TV shows, our real-world life doesn’’t have a producer in the foreground to yell, “Cut!”  No one is there is edit away our unsavory moments, our bloopers, or give us any chances for a do-over. We operate in real-time-live-action mode constantly, so when someone is watching us or listening to us, the only functioning button option that they have is “record,” which makes an imprint on their mind (for the better or for the worst).

Restaurant Managers already know that the majority of dining guests frequent their restaurant of choice for the main reason of liking the food.  Some would argue that the true main reason is because the restaurant has the best atmosphere and customer-friendly staff.  Consider the extra miles that people are willing to travel and the higher prices they are willing to pay for a fabulous dining experience.  Now consider whether or not they would do it if the restaurant had the reputation for these faux pas that   patrons observed or overheard from any restaurant employee:

1. Griping about how tired they are and how they can’t wait until the shift ends
2. Whining about and/or insulting anyone, including management, coworkers, and restaurant guests
3. Complaints regarding how they wish they could make more money
4. Uncontrolled loud and obnoxious laughter
5. Sad and/or worried facial expressions all the time
6. Rude remarks about unhappy cranky babies or unruly children
7. An irritating bragging or boastful attitude
8. Refusals to apologize for a mistake or error
9. Doesn’’t take complaints from guests seriously
10. Will not offer to  do something “right” for something that went “wrong”
11. Sarcastic comments about insufficient tips
12. Giving the appearance that they really don’t like doing their job in the least

While we can hope that restaurant patrons will be forgiving of the occasional “bad day,” why risk it?  Once is enough, and twice is over the limit when people pay their good money for food and atmosphere.  Regardless of whether the guests are celebrating something very special when they dine, or just eating for normal food-consumption needs, the point is that they chose that restaurant to do it in; therefore, there is an obligation to make their experience a pleasant one out of gratitude and for repeat business.

Sensitivity training should become a bigger part of the standard training tactics that Restaurant Managers provide to their staff.  Unless these issues are specifically addressed as part of regular job expectations, an employee who was observed as being ill-willed could use the excuse that they “just didn’’t know” that these behaviors were actual faux pas.  If this type of awareness training is ignored, then it could be the biggest contributing factor of why the restaurant loses business rather than grows over time.

When Restaurant Managers find out that these inappropriate behaviors are occurring, what should be done?  Well, that all depends upon the company policies that are already in place.  If these things are not clearly spelled out for employees in written and verbal methods, then the employee certainly could feel that they were blindsided and not correctly informed about expectations.  Never assume that people automatically know what is appropriate and what is not appropriate; we cannot count on everyone knowing about and respecting standard social norms because every individual has unique life experiences and exposures to different influencers.  Based on that, it is best to make it clear to all employees that certain faux pas will not be a part of the company’s reputation.

Take the challenge of addressing faux pas and run (not walk) to your nearest piece of paper to begin writing down what feedback you are receiving from patrons.  The guests are the eyes and ears of the dining experience, so it is very important to know what they are observing and overhearing.  Negativity is not a welcome-mat, but rather, a repellant.  Unless you are in the bug-spray business, you don’t want to be known as a repellent!

If you are a Restaurant Manager and need to jump-start this process, go ahead and print this article out and physically give it to your staff to read.  Better yet, read it to them out-loud during your next shift meeting!  That will break the ice for everyone; easy to read, and easy to hear. After that, formal policies can be established if they haven’t been done so already.

And remember —  the only things you want to repel are these faux pas that drive away customers!

TAGS: Customer Service, Management Tips, Restaurant Managers