In the past, people served machines. Today, machines free people to do what technology can’t: sell, service, and lead. As we explore this global shift from the industrial to the digital age, we cordially invite your voice in Developing the 21st Century Workforce™.
A Restaurant Performs No Better Than It ' s Managed
It’s no surprise that people are eating out less. According to a recent article on Restaurant.org, restaurant owners have seen a steady decline in sales and traffic counts due to the slowed economy. With more consumers being very cautious about how they spend their money, the expectation for good customer service is extremely high.
That makes it especially important to teach managers how to work through the barriers to good performance—maybe equipment, maybe policy, maybe workflow. If managers are trained to coach, to give feedback, and to recognize others, they'll build employees and build a work environment where everyone performs more independently and reliably.
We’ve all witnessed bad service at a restaurant. In some cases, restaurant managers often make matters WORSE when called upon to resolve customer complaints. Because managers often skip training, believing that the frontline employees have a greater need, they are ill-prepared for sticky situations such as service recovery.
Let us hear about your worst restaurant service experience.Did the restaurant manager stop by and try to smooth things over? More importantly – did their schmoozing work?