Service

National Ads The State of Service

Today’s demanding guests want ‘serve-us’, not ‘service’. Yesterday’s steps of service are no longer good enough. To shine, quick- or full-service, add two critical components to your steps of service: hospitality and customizing the experience.

Guests today want flair (think Southwest Airlines safety announcements versus the other airlines – same step, different results). ‘Can I take your order’ doesn’t make the restaurant unique. Add sizzle at each and every interaction point with the guest.

Finally, find out why the guest is visiting: First-timer? Regular? Celebration? In a hurry? Relaxing night out? Train employees to uncover what type of guest they are serving so the experience can be tailored to those specific needs.

Be unique – deliver sizzle at every opportunity and customize the guest experience to set your restaurant apart from the crowd.

TJ’s Picks:

Recommended Books

Now That’s Service That Sells! by TJ Schier
MYOB by Jim Sullivan
The Little Brown Book of Restaurant Service – Bob Brown

Recommended DVD’s

MYOB Live
Service That Sells!
Now That’s Service That Sells! (Summer 2004)

Recommended Websites

TJ Schier
Incentivize Solutions
PO Box 271170
Flower Mound, TX 75027
tj@incentivizesolutions.com
972.691.7378

Bio:

TJ Schier

TJ is the President and Founder of Incentivize Solutions and is a noted speaker and consultant in the areas of service and training. Additionally, he is the author of ‘Send Flowers to the Living!’, ‘Now That’s Service That Sells!’ and ‘Now That’s Quick-Service That Sells!’ as well as a columnist and contributing editor for QSR Magazine. He was the 2002-2003 President of CHART (Council of Hotel and Restaurant Trainers) and was awarded an honorary Doctorate of Foodservice by NAFEM (National Association of Food Equipment Manufacturers) in 2003 for his contributions to the industry.