Customer service and management for staffing

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hey restaurant owners and operators in today's video we're going to address what is great customer service great restaurant customer service and how do you get your team to do it [Applause] hey everybody ryan gromfin here author speaker chef restaurateur founder of therestaurantboss.com clickbacon.com scalemyrestaurant.com and like i said author of the book make it happen and i want to talk today about customer service what is great customer service great restaurant customer service and how do you get your team to do it how do you get your team to create the customer service and the experience that you want i get phone calls from restaurant owners all the time that say to me ryan when i'm there things run smoother when i'm there i'm able to take care of the guests when i'm there i'm able to solve problems but when i'm gone that's when the complaints come in online that's when there's issues that's when i get notes on my desk saying i need to call this person because this happened i need to call this person because this happened and they say how come i can't get my team to follow the same customer service or to treat guests the way that i do when i'm here before we get into the details of this video i want to offer you an opportunity to watch this video back on our website if you're watching this on youtube or on facebook we love you thank you for finding us but head over to therestaurantboss.com to watch this video there'll be a link in the description of the video taking you directly to this video on our website where we have some additional bonus content for you so you can go even deeper on this topic alright so now that you're on our website watching this let's address this customer service challenge the first thing that i want to talk about here or probably the most important thing that i want to talk about here is that great customer service is not something that's easy to train on i'm gonna teach you a way here today but the challenge is we get angry and we get frustrated that we can't teach our team customer service that our team isn't good at customer service so the first thing i want to do is i want us to think about what is great customer service what makes you good and someone else not good at customer service and if we really think about it it's doing a lot of very specific things well it's hard to pinpoint one thing that says oh that right there is great customer service i know there's people who've written books and slogans and sayings it'll be like great customer service is this one idea sticking to this one idea whatever that is and that's wonderful but you can't train on that it's like fairy dust it's magical what you can train on is how to answer the phone properly how to greet a guest at the cashier station properly how to seat a guest properly how to handle a complaint if there is one how to fix an issue within order that someone placed how to um how to sell a specific drink that you want them to sell that is a delicious drink that makes their meal better how to enhance the guest experience by adding avocado to their burger or by adding dessert whatever it is all of those are things that are trainable that lead to a great customer service experience so when i work with owners i ask them to come up with a list like that for them of how do you want your guest greeted on the phone how do you want your guests walk to the table what is the first thing the second thing the third thing the fourth thing the fifth thing that happens to a guest sitting at a table are they greeted are they brought to their table by the host then greeted by their server and a drink orders taken then they come back with the drinks to order their entrees right or when is bread dropped when are tortilla chips dropped et cetera et cetera once we know those steps then we just have to create a training document for each one of those and train our team how to do them properly and then we will have great customer service you know people say like chick-fil-a is how are they a quick service restaurant that has suck great such great customer service but everything is trained to them they're trained to say my pleasure instead of your welcome they're trained to walk the dining room and notice if someone has dirty food or needs more sauces they're trained to ask if people want refills they're trained to how to do the refill whatever it is that is all stuff that they are trained on it's in their operations manual their team leaders train them on it they test them on it they ensure that they're doing it and then the culmination of all of that people doing the right things using the right scripts doing it at the right time you create great customer service so go ahead and check out this website or this video back on our website if you haven't already because there's some more content in the blog below this video as well as an opportunity for you to download some of the exact training documents that i use with my clients to help them create great customer service in their restaurant hey i hope you enjoyed this week's video and i look forward to bringing you another one next week just like this remember systems create freedom freedom creates value and value creates scale i love every single one of you crazy restaurant owners and don't forget to grab your free copy of make it happen also at our website have an amazing day bye-bye if you want to learn to play the guitar you'd hire a coach if you want to learn to swing a golf club you'd hire a coach a great coach helps you achieve your goals faster so why would you try to grow your restaurant without a coach getting access to our top quality training was financially out of reach for many restaurants until now the restaurant boss membership gives you access to all of the training resources coaching and webinars you need to properly increase your profits improve your operations and grow for less than a cup of coffee a day plus when you join our membership program you can work with me weekly we call it rocket fuel and i bet you can guess why are you ready to create real change in your restaurant join the restaurant boss family today i hope you enjoyed this week's training video if you haven't subscribed to our channel yet would you go ahead and smash the like button right up there so you can get notified every week when we release a new free training video i've also gone ahead and put a couple of videos for you here and here that i think you're going to enjoy remember systems create freedom freedom creates value and value creates scale manage systems develop people and be awesome