Hey, restaurant owners.
In today's video, I'm going to show you how to
make sure your staff is answering the phone properly.
Please answer the phone properly.
Hey, everybody. Ryan Gromfin here – author, speaker, chef, restaurateur,
and founder of the restaurantboss.com,
as well as clickbacon.com.
And that's right – today,
I'm going to show you how to make sure your staff is
answering the phone properly.
This is one of the easiest and simplest things you can do
to set the culture in your restaurant.
Right, I can't tell you how many times I call restaurants,
I call clients restaurants and I get a –
hello, can I help you? Or this is so on so, this is X restaurant, can I help you?
Here is the simple script that you must use
every single time you answer the phone,
that you must train your staff to use every single time they answer the phone.
You must roleplay with them
before they are allowed to answer the phone.
You can't just go over the script with them once or twice
and assume they know it.
So when you hire a new staff member who might have the responsibility of
answering the phone,
you're going to sit down at a table with them and practice this.
And I know that sounds crazy,
but it's the first contact sometimes with a customer.
They're probably calling to get a reservation,
or to ask questions about your menu, or to book a party,
and if this phone call doesn't go well,
you're going to lose out on that business. So it's as simple as this.
Thank you for calling X-Bistro, my name is Ryan, how may I help you?
With a big smile on your face. Let's try that again.
Thank you for calling X-Bistro, my name is Ryan, how may I help you?
Or thank you for calling X-Bistro, my name is Ryan, can you please hold?
Now if your staff is going to ask someone to hold,
that's fine, it's perfectly acceptable,
but wait for them to say, yes.
Don't just say please hold and then put them on hold,
that happens to me all the time as well.
Anyways, call your restaurant.
Literally, pause this video right now,
call your restaurant,
call it every day. Every time you call,
here's what I used to do - if I would call and someone would say
thank you for calling X-Bistro,
how can I help you? I'd say, hey, guys, this is Ryan,
can we try that one more time?
And I would make them do it again.
Hi, thank you for calling X-Bistro, my name is Ryan,
how may I help you? That's it.
Please, please, please, please, please, please, please teach your staff this script,
make sure they're answering the phone. Remember big smiles on their face.
I know this video is a little cheesy, but it's very,
very important to answer your phone properly.
Have a wonderful day. I look forward to bringing
you another video just like this next week.
Bye! Bye.
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