How To Make Your Customers Say " Wow "

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How To Make Your Customers Say  " Wow ":-

As we all know that the first impression is the last impression, so why not make use of this saying to its fullest & let’s start impressing our valued guests.

A through hospitality professional is the key tool for building long term customer loyalty.

In these competitive times, it’s very necessary to take the first step, to impress our guests, before others take advantage of it & move forward.

   Always remember:

Good customer service          ----- lasting relationship.
Average customer service    ----- steady relationship that could be lost.
Poor customer service          ----- lost business.
What do guests desire?
Friendliness
Fairness.
Information.
Alternatives.

10  ways to impress our valued guests :

1} commitment to quality service.
- by committing to quality service, we could create a positive experience for our guests.

- by this, we will go above & beyond our guest's expectations.
2} server { f & b personnel } should know our products very well.
- this helps to win our guest's trust & confidence at one”s.

3} know your guests.
-  a server service approach should be such that, he should know in advance what are his guest's needs.

- by this habit of proactivity, we would surely win over our guests & impress them.

4} treat { greet } all our  guests with courtesy & respect .
-  always remember every contact with our guest leaves an impression.
- so greet all our guests at all given points, “ good afternoon, sir/mam “, “ good evening .” ,
-  use phrases like,” Sorry to keep you waiting,” “ thank you for your order,”.
- Use phrases like “hope you have a delightful dining experience with us .” while escorting guests to their tables.

5} always remember never to argue with the guests.
- this is a very important aspect.
-  always remember we all need to be solution-focused rather than problem-focused.
- if we are solution-focused than for sure we will retain that guest, as he is happy, & for sure we will create an atmosphere of impressing the guests.

6} never leave guests hanging { alone } .
- Always remember, all communications with the guests need to be handled in a sense of urgency.
- so in case any problem arises do not leave guests in the middle of it as then the problem may rise serious one.
- it’s a very good scenario, as it gives us an opportunity to impress guests by solving his problem.

7} guests are always right.
- always remember this concept, as it plays a very important role in impressing our guests.
8       } polite & friendly alternative.
I don’t know                 -                  I will find out.
No                                 -                  what I can do is.
That’s not my job       -                  let me find the right person who can
                                                         Help you with this …….
That’s not my fault         - let's see what best we can do about this.
Calm down                      - I apologize.
I  want you to                 -  lets.

9} take things slowly.
- this is because guests care more about quality service & the competence of the service staff, rather than speed of service.

10 } know how to close the conversation.
-         Your willingness to do this will show our guests 3 important aspects.
-you really care about getting it right
-you willing to keep going, until you get it right.
-you agree to the point that the guests are always right.

11 } getting feedback.
Getting feedback from our guests allows us to get an idea of what matters to our guests. this makes guests feel important as he feels the organization is really bothering what their likes & dislikes are.

12 } followings qualities should be inherited by the server.
Job knowledge.
Judgment.
Motivation to serve.
Selling techniques.
Planning.
Situation analysis.
Work standards { s.o.p }
Always remember guests want us to …..
Greet him.
Value him.
Help him.
Listen to him.
Invite him back.
Most Important to impress him.
                 


1} being professional in our work
2} by maintaining consistency in what we do.
Ways :
1} first impression .: hosting 
2}  when the guest opens the restaurant door.
3}  escorting the guest at the allotted table.
4} taking the order.
5} suggesting them signature dishes of our restaurant.
6} serving them flavored water.
7} doing follow up after each course, whether they enjoyed it or not.
8} if any special request by any guest on food, consult with our head chef if it's possible.
9}  suggesting them our signature desserts.
10 } greeting our guests at all points.
       Right from entering to exit.
11 } bee observative on small things, like refilling of water glasses, making sure specific tables have the right kind of cutleries before their food arrives on the table, tissue paper.
12 } never argue with our valued guests.

REGARDS
AB'S HOSPITALITY LEARNING'S
https://abshospitalitylear.wixsite.com/website  
 

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