![]() ![]() Which employees and managers have the greatest impact on guests?.How should guests be treated to exceed their expectations?.Then, answer these three questions to create a plan of action for each one: Write down the moments of truth for your guests. Think about it, brainstorm with your staff, and hire mystery shoppers if you have to. Moments of truth may be different for every restaurant, but if you put yourself in your guests’ shoes, you should be able to identify what they are for you. ![]() These are your “moments of truth.” What Are the Moments of Truth in Your Restaurant?Ī “moment of truth” is any point during a visit when a guest has an opportunity to form a positive or negative impression of your restaurant. Remember, guests don’t form an impression of your restaurant based on one thing you do, it’s all the little things that determine whether they’re giving you one star or five while they’re on their way out the door. That’s why it’s so important to identify where you can exceed expectations at every point in the guest experience. Whether you’re serving a packed house or offering curbside delivery, you and your staff have many chances to impress – or disappoint – guests.
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