Hey, restaurant owners and operators in today's video, we're going to address what is great
customer service, great restaurant customer service. And how do you get your team to do it?
Hey, everybody, Ryan Gromfin, here author, speaker, Chef, restauranteur, founder of
TheRestaurantBoss.com, clickBACON.com ScaleMyRestaurant.com and like I said,
author of the book Make It Happen. I want to talk today about customer service. What
is great customer service, great restaurant customer service, and how do you get your team
to do it? How do you get your team to create the customer service and the experience that you want?
I get phone calls from restaurant owners all the time that say to me,
Ryan, when I'm there, things run smoother. When I'm there, I'm able to take care of
the guests. When I'm there, I'm able to solve problems. But when I'm gone,
that's when the complaints come in online. That's when there's issues that's when I get
notes on my desk saying I need to call this person because this happened I need to call this person
because this happened. And they say how come I can't get my team to follow the same customer
service or to treat guests the way that I do when I'm here. Before we get into
the details of this video, I want to offer you an opportunity to watch this video back on our
website. If you're watching this on YouTube, or on Facebook, we love you. Thank you for finding
us but head over to TheRestaurantBoss.com to watch this video, there'll be a link in the
description of the video taking you directly to this video on our website where we have
some additional bonus content for you so you can go even deeper on this topic. All right, so
now that you're on our website watching this, let's address this customer service challenge.
The first thing that I want to talk about here, or probably the most important thing that I
want to talk about here is that great customer service is not something that's easy to train on.
I'm going to teach you away here today. But the challenge is, we get angry and we get frustrated
that we can't teach our team customer service that our team isn't good at customer service. So
the first thing I want to do is I want us to think about - what is great customer service? What makes
you good and someone else not good at customer service? And if we really think about it,
it's doing a lot of very specific things well. It's hard to pinpoint one thing that says,
Oh, that right there is great customer service. I know there's people who've written books and
slogans and sayings that will be like great customer service is this one idea sticking to this
one idea, whatever that is. And that's wonderful. But you can't train on that. It's like fairy dust,
it's magical. What you can train on is how to answer the phone properly. How to greet guests
at the cashier station properly, how to seat a guest properly, how to handle a complaint if
there is one, how to fix an issue with an order that someone placed how to how to sell a specific
drink that you want them to sell that is a delicious drink that makes their meal better, how
to enhance the guest experience by adding avocado to their burger, or by adding dessert, whatever
it is. All of those are things that are trainable that lead to a great customer service experience.
So when I work with owners, I asked them to come up with a list like that for them - how do you
want your guests greeted on the phone? How do you want your guests walk to the table? What is the
first thing, the second thing, the third thing, the fourth thing, the fifth thing that happens
to have guests sitting at a table? Are they greeted? Are they brought to their table by
the host then greeted by their server and a drink orders taken? Then they come back with the drinks
to order their entrees Right? Or when his bread dropped when, or tortilla chips dropped, etc, etc.
Once we know those steps, then we just have to create a training document for each one of those
and train our team how to do them properly. And then we will have great customer service.
You know people say like Chick Fil A's. How are they a quick service restaurant that
has such great such great customer service, but everything is trained to them. They're
trained to say my pleasure instead of you're welcome. They're trained to walk the dining room
and notice if someone has dirty food or needs more sauces, they're trained to ask if people
want refills. They're trained to how to do the refill whatever it is Is that is all stuff that
they are trained on. It's in their operations manual. Their team leaders train them on it,
they test them on it, they ensure that they're doing it in then the culmination of all of that
people doing the right things using the right scripts, doing it at the right time,
you create great customer service. So go ahead and check out this website or this video back on our
website if you haven't already, because there's some more content in the blog below this video,
as well as an opportunity for you to download some of the exact training documents that I use with my
clients to help them create great customer service in their restaurant. Hey, I hope you enjoy this
week's video and I look forward to bringing you another one next week just like this. Remember,
systems create freedom. Freedom creates value and value create scale. I love every single
one of you crazy restaurant owners. And don't forget to grab your free copy of Make It Happen
also at our website. Have an amazing day. Bye bye. If you want to learn to play the guitar,
you'd hire a coach. If you want to learn to swing the golf club, you'd hire a coach, a great coach
helps you achieve your goals faster. So why would you try to grow your restaurant without
a coach getting access to our top quality training was financially out of reach for many restaurants.
Until now. The Restaurant Boss membership gives you access to all of the training,
resources coaching and webinars. You need to properly increase your profits, improve your
operations and grow for less than a cup of coffee a day. Plus when you join our membership program,
you can work with me weekly, we call it rocket fuel. And I bet you can guess why
are you ready to create real change in your restaurant? Join The Restaurant Boss family today.
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