Train Your Staff how to Handle Different People's Requirements (cont'd)

This is a continuation of the previous post “Train Your Staff how to handle Different People's Requirements”

6. The Customer with Special Dietary Needs
With this type of customer you only know if the customer tells you that he has special dietary needs. Therefore product knowledge is important. You need to know what's in the dishes you are selling. If you are not sure don't assume, get somebody who knows. This is because some people will get really sick and can be fatal to them. Make sure you highlight these requirements to the kitchen. If possible inform the chef personally.

7. The Intoxicated customer
Drunken customers can be a nuisance not only to you but to other customers. Seat drunken customers where they will not disturb other diners. But don't make it look like you are getting rid of him. Sometimes an intoxicated customer will be bothersome and rude. Be patience. Be tolerant and call the Manager if the situation goes beyond your control. Be sure the customer pays the bill first.

8. The Handicapped Customer
They are often sensitive to being considered helpless, so don’t be overly helpful. Help them discreetly. I once had a regular who insisted to be treated like everyone. He used a crutch. Listen to clues as to what your guests needs from you. Treat them as you would treat any other VIP.

Communicate with your customers

Regularly communicate with your customers. It can be either via a newsletter, a letter written to them personally or paying them a visit. This is the reason you see famous brands like Coca Cola, Kentucky Fried Chicken, Colgate spending million of dollars for advertising even though most people know these brands. Even a kid knows who Colonel Sanders is. By regularly keeping in touch, your customers will feel like they are an important part of your establishment and this will encourage them to return far more often. There are a few key things to remember when creating a newsletter. Firstly you will have to do it on a regularly basis but don't do it every two weeks then this will be regarded as junk mail. A monthly newsletter is more than enough. Keep your content interesting and add in special offers here and there. As for me apart from printing flyers and putting on cars and in mailboxes, I sent personally signed letters highlighting our specials to our regulars. This is what I’ve learnt recently from a marketing article which says to take care of the 20 percent that give us 80 percent of your business. The 80/20 rule. But you must remember to continuously add more names to your list. Reason being people might shift or be transferred out. So you will constantly have a new list . Each letter is written the name of the regular instead of Dear Sir. So they will feel that I’m writing to them personally. As my list is getting bigger, I will be purchasing a stamp with my signature on it so as I cansign more letters. Malaysia is commonly known for its diversity of its multicultural community, you will find a variety of festivals here. I visit our regulars bringing some festive goodies to say hi and also thank them for their business. When I visit the Chinese regulars during the Mid Autumn festival, I bring Mooncakes. For the Muslim regulars, I visit them during the Hari Raya bringing Malay Kueh and the Indian regulars bringing Indian sweets. This makes our regulars feel important and we are their first choice when they need a place to dine. You don’t have to go on the day of the festival, I do it about a week before the holidays.

Restaurant Promotion Ideas

Get to Know Your Regulars

Repeat business is very important in any business. I feel that its even more important than creating promotional activities. If you have very good repeat business, you don’t have to constantly crack your head to think of new promotional activities to bring in business. This I found to be true lately. I have always created beautiful flyers and also promotional activities. You can see some of it in my page Restaurant Promotional Ideas . It brought people in but you must always be on the look out for regulars. I now have highlight to my staff, that if they see any regulars or some people from the local community call me. I will then drop by and say hi. Most regulars feel very important when they see a manager dropping by to say hi. Well nowadays I see some results, business is getting better even in the current economic downturn. Well when the economy gets better, then this people spending power will be better. Get to know their names, spouses name, kids name. Ask about what they do for a living. Show the customer that you enjoy seeing them and make them feel at home. Play with their kids, give them some treats e.g a speciality drink or dessert. What I have now a small colouring books and crayons which I give to the kids to take back. This days kids tell the parents where to eat. Look at McDonalds and KFC.