You want to succeed in the restaurant business, and your employees are a large part of your success.
But what if they aren’t happy? If they aren’t happy, you can bet your customers aren’t either.
One way to remedy the situation is to take a look at your management style as well as that of your restaurant leaders.
In this article, we ask the question, “Are you making these eight restaurant mistakes?” We’ll also look at some easy fixes, so you have happy team members that roll over into happy customers.
Do you spend time training your team in the art of customer service when onboarding them?
Do you offer refresher training in customer service throughout the year? Do you provide ongoing service training?
If the answer to any of these questions is no, then it’s time to turn your training regimen around.
Training isn’t a once a done. It’s something that’s ongoing. Why? It’s because your staff is your most important resource.
More than half of your customers won’t return to your restaurant after one turn of bad service. This is the most compelling reason to make sure your staff receives proper, ongoing training in customer service.
Consider courses, white papers, on-site trainers, staff meetings, onboarding, mentors and more.
Do your restaurant managers know how to communicate in an effective manner? It is key to successful restaurant management, and it should never be assumed that your team is well-versed.
Good communication is the cornerstone of good employee morale which is the cornerstone of good customer service.
Consider an open door policy when it comes to your employees. Let them know you’re open to their questions, comments, and suggestions.
Yes, multi-tasking is a gift. But ask yourself if you’re doing too much.
Many manager try to take on too many tasks leaving them depleted of energy, cranky, and unhappy at work.
Consider delegating to your trusted team members some of your tasks. When you do this, be sure they have the skills to take it on. If not, consider adding some training so they can handle the tasks adeptly.
Remember, too, that there is always more than one way to accomplish the task. Don’t avoid delegating because it isn’t done your way. If you do this, you’ll be overworked, over-stressed, and burnt out in quick order.
You can also look at your team members and evaluate which ones can handle additional duties. Tell them what you expect, let them do the job, and then provide feedback.
While delegating takes a lot of effort on the front end, you’ll reap the benefits on the other side. (tweet this)
When it comes to feedback, this is a vital tool in the manager’s arsenal. It’s a positive way to engage with team members and provide additional training.
For example, you see Susan graciously helping a rather disgruntled customer. She handles the situation with ease, and your customer leaves happy. Make sure to compliment her and tell her what you liked about the interaction.
Conversely, if you see Bob consistently treating tables with disdain and in a hurried manner, pull him aside and discuss the issue. You may find you can provide some training to help him over the hurdle.
By providing prompt feedback to your restaurant team, you help them improve their performance on a consistent basis. (tweet this)
Are you always running around from one fire to the next? Do you have a line of employees waiting to talk to you each day? Do your team members feel neglected?
While you have a lot on your plate, you want to stay available to your staff. They should come first because they are on the front lines dealing with your valued customers.
Take some time for “management by wandering around.” This means leaving your office several times during each shift and going out and talking to your employees. You might even roll up your sleeves and help them when needed.
When you’re more approachable, you’ll find you have happier team members and a great restaurant morale.
There is a fine line between leader and friend.
While you want to be friendly and approachable, you are still the boss. You are the one who has to make the tough decisions.
In addition, you don’t want to be so friendly that your staff loses respect for you and takes advantage of your generosity.
Set boundaries early on so your team knows what to expect.
Do you have one set of rules for your team and one set for yourself?
If so, it’s time to take a look at your standards. As the leader, you are the role model for your restaurant employees. Set the bar and let them rise to meet it.
This pertains to actions such as personal phone calls during a shift as well as attitude. For example, if you have a negative attitude towards customers, your team will, too.
Mold your team by setting a good example.
Sometimes you just need to have staff on your floor or in your kitchen. But this isn’t a reason to hire just anyone.
Working in a restaurant is hard work. There isn’t room for team members to have an “off” day when dealing with the public.
Be careful and don’t hurry your hiring. When you pick the wrong employees, you set yourself up for discord in the workplace.
Everyone makes mistakes, even restaurant owners and managers. The key is to learn from them, improve, and move on.
When you take each mistake and turn it into a learning opportunity, you give your restaurant a chance to grow and thrive.
Help your restaurant managers by also providing them with leadership training and ongoing training opportunities throughout the year. It can only benefit your team and your restaurant.
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