Know your customers

The other day I saw something on the Asian Food Channel that reminded me that we should never assume what our customers think of us. The documentary was Ramsey's Kitchen Nightmare. It was about the famous Chef Gordon Ramsey. He goes around helping owners of restaurant improve their restaurant and in turn their profit. This week it was a restaurant in Spain, the restaurant had a small kitchen but a menu of 75 items. The owner wanted to try something different. He even had a dish of Deep-fried Prawns served with Chocolate Sauce. He only assumes that the customer will like it. This reminded me of the time when I was working in Phuket, Thailand. We added to our new menu Spaghetti Carbonara. The chef cooked it using the traditional method, lots of cheese and cream and thick. We noticed that the dish came back half eaten. So we went around asking people why this is so. Then we found out it was too thick and too creamy. So the chef did some modification to the dish, he added some chicken stock and made it with a little gravy. This was a winner. Nowadays in my present restaurant I have a book where the senior wait staff write out comments that they get from the guest, no matter if its good or bad. The book is read by me and my chef. I have found some interesting information on how to improve my food and service. The wait staff has to go and meet a minimum of 2 people each daily. Don't depend on the guest questionnaire in the middle of your table. Most people don't like to waste time filling it up unless its really a serious complaint. One on one interaction is really important. Try it and you will see for yourself. I always remind my staff if you don’t know ask, don’t assume. Assume is making an ASS of U and ME.

Be afraid, be very afraid- Off the social media

Nowdays most marketing gurus recommend the use of the social media like facebook, twitter to promote your product. While this is very true, the social media can also hurt us back. As anyone can put up something on the World Wide Web, we should be very vigilant in locating what people are saying about our product. One fine example just happen about a month ago. A hotel in Melaka, Malaysia had a few unfavorable comments about cleanlines in a tripadvisor website. Another person used that comments and put up a blog of the top 10 dirtiest hotels in the world. He put that hotel in the the list of the top 10 dirtiest hotel in Asia. I received that blog in my mail, already five times to date. I have stayed there on one occasion and found the cleanlines to be acceptable. Imagine what would happen if you would search the net for this hotel and find this blog, I'm sure you wouldn't think of staying there. Formerly we are always told to be careful of the word of mouth. Now the word of mouth is even bigger with the social media. My suggestion is to have a few staff dedicated to surfing the social sites looking for comments both good and bad. Improve on the bad and highlight the good. Replying the comments will show peple that you care about their feedback,never hit back or discredit the person. By doing this you will build lasting business.

The buck stops with the CEO

There was a great article in today’s Sunday Star about the dismal standard of service in Singapore. And how this can be solved by the leaders joining in to improve service standards. I find this to be very true. This is leading by example. Most companies have great vision and mission. And even greater slogans but if the leader don't show any effort in making the slogans work, then the staff won't follow. It will be another decoration on the wall.
To read the full article, click here The buck stops with the CEO

Tell Uplifting and Inspiring Stories

I like to tell my employees stories that will help them understand the importance of good and genuine customer service. One that I have heard and is constantly reminding my new employees is the one about the Oriental Bangkok staff giving a guest his shoe laces as the guest was in hurry for a very important meeting and he forgot to bring his shoe laces. That is why Oriental Bangkok is noted as one of the best service hotel in the world. I also like to print for them true stories of how good customer service will also in turn help you. One example is the story below which someone send to me.


The Hotel Manager

One stormy night many years ago, an elderly man and his wife entered the lobby of a small hotel in Philadelphia. Trying to get out of the rain, the couple approached the front desk hoping to get shelter for the night.

"Could you possibly give us a room here?" the husband asked. The clerk, a friendly man with a winning smile, looked at the couple and explained that there were three conventions in town

"All of our rooms are taken," the clerk said. "But I can't send a nice couple like you out in the rain at one o'clock in the morning. Would you perhaps be willing to sleep in my room? It's not exactly a suite, but it will be good enough to make you folks comfortable for the night."

When the couple declined, the young man pressed on. "Don't worry about me; I'll make out just fine," the clerk told them. So the couple agreed.

As he paid his bill the next morning, the elderly man said to the clerk, "You are the kind of manager who should be the boss of the best hotel in the United States. Maybe someday I'll build one for you."

The clerk looked at the couple and smiled. The three of them had a good laugh. As they drove away, the elderly couple agreed that the helpful clerk was indeed exceptional, as finding people who are both friendly and helpful isn't easy.

Two years passed. The clerk had almost forgotten the incident when he received a letter from the old man. It recalled that stormy night and enclosed a round- trip ticket to New York, asking the young man to pay them a visit.

The old man met him in New York, and led him to the corner of Fifth Avenue and 34th street. He then pointed to a great new building there, a palace of reddish stone, with turrets and watchtowers thrusting up to the sky.

"That," said the older man, "is the hotel I have just built for you to manage."

"You must be joking," the young man said.

"I can assure you that I am not," said the older man, a sly smile playing around his mouth.

The old man's name was William Waldorf Astor, and the magnificent structure was the original Waldorf-Astoria Hotel. The young clerk who became its first manager was George C. Boldt.

This young clerk never foresaw the turn of events that would lead him to become the manager of one of the world's most glamorous hotels. The BOOK says that we are not to turn our backs on those who are in need -- for we might be entertaining angels.

Simple way of stopping wobbly tables

If you are like me. I hate seeing pieces of servittes, paper or coasters placed under my restaurant tables, so as it doesn’t wobble. Use this simple and effective method. Slice wine corks and place them below the legs of wobbling table. Your table won't be wobbly, won't have unsightly paper sticking out from under it and your guest will be happy to enjoy their meal. Customer satisfaction is another good marketing strategy. Keep some on standby.

I love freebies

I love freebies. I think so does everyone else. Here's a great e book on Restaurant Service. and the best part of it its free.

The Brilliant Basics to Exceptional Restaurant Service
A word from the author. This book consists of some of my experiences and knowledge with respect to hospitality. For many years, I had an ambition to write a book to help people in the hospitality industry to serve customers better. With over two decades of experience in this field, I felt I would do better justice by bringing out this book. I wanted to provide something substantial at absolutely no cost. Finally, I made up my mind to write a book with the basics of providing quality service. I have applied my experience and practical knowledge into this book.

Baby Cot

So far I haven't seen any hotel or food outlets using this idea. I have worked most of my life in family oriented resorts. What I have noticed is that most families that have little toddlers have some difficulty dining in restaurants. If the child is above two years its ok cause you can give them some paper and crayons to keep them occupied. The below two years is the issue. Sometimes the baby is sleeping and parents have to hold them while eating. So what I did for our restaurant was to purchase a rattan baby basket. Whenever the staff see a small baby especially when he/ she is sleeping, they will bring the basket with a pillow and blanket. Put it on two chairs for stability. So far the response we got was good. Imagine if you are a parent and someone did this for your child and you, how would you feel. Make sure that the pillow case and blanket is always changed.