In this week's video, I'm going to teach you my number one tip for exceeding your guests’ expectations.
Hey, everybody.
Ryan Gromfin here: author, speaker, chef, restaurateur, and the founder of therestaurantboss.com
as well as clickbacon.com.
Now, last week, I talked a lot about what great restaurant customer service is and we
concluded that great restaurant customer service comes from doing one thing really well and
that is exceeding your guests’ expectations.
If you've not yet watched that video, go ahead and go back one week here on the blog and
you'll be able to watch that video, but today, I'm going to teach you my number one tip for
exceeding your guests’ expectations.
It is so important that we don't just meet our guests’ expectations but that we exceed
their expectations.
Now, you only have to exceed your guests’ expectations by one percent but the only way
we can do that is to first know what your guests’ expectations are.
This is not a detailed video about all the specifics about exceeding expectations.
I'm just going to very quickly right here teach you my number one tip for exceeding
their expectations.
That is consistency.
Now, I know you think, oh, consistency.
Yeah, Ryan. We know that. You have to be consistent.
No, no, no, no, no.
I'm being very serious here.
Your guests’ number one expectation is that it is exactly the same or better than last
time they were there.
That's their number one expectation.
If they had a big portion of french fries last time, they expect a big portion today.
If it was fast last time, they expect it to be fast today.
If their steak was cooked perfectly last time, they expect it to be cooked perfectly today.
If the restaurant was loud and obnoxious and fun and whatever, that's what they expect
today.
So, you could do everything you want to try to impress your guests, but if you are not
consistent, if you don't provide the exact same everything – maybe with some improvements
but at least the exact same everything – every time someone comes into your restaurant, you're
probably wasting money on marketing, you're probably stressing out about all of the wrong
things: your food costs, your labor costs, everything else.
If you are not consistent, you are not even starting to exceed your guests’ expectations
and everything else you do is going to be for nothing.
So, you must exceed your guests’ expectations on every visit and the best way to exceed
their expectations is to be incredibly consistent because most of your competition can't even
do that.
I know this seems a little simple but I hope you take this message seriously.
I hope you enjoyed this week's video and I look forward to bringing you another one just
like this next week.
Have a wonderful day.
I want to thank you for watching that video.
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Thank you so much.