The Restaurant Biz Blog

Are You Listening To Your Data?

Over the past 30 or so years, the concept of Data Management consisted of getting data in and not much more. Now, through technical evolutions, getting data in wasn't so much the problem and Data Management evolved into Information Management or what data should we look at. Yet, another computing change altered the course of the data stream and Information Management evolved into Knowledge Management or now that we can look at the data, what do we improve. So the shift was dramatic: data in = no problem; data review = got that done; data listening = what the heck does that mean? Well, it means just about everything to a business looking to improve their operations.

Knowledge management is probably an understatement. Perhaps the better way to say it is try-surviving-without-it management. Visualize the following situations:

• A long-time restaurant owner wants to launch a new variant of his famous burgers. To do this he has to know past successes in order to know the best time to launch the campaign.
• The VP of Marketing of a large chain has a feeling that something is wrong with his latest promotion and needs to review the latest sales figures. 
• A restaurant manager is overscheduling and losing money each day on labor costs as a percentage of sales. She needs to research previous labor schedules. 

Situations like these are common, and without listening to your data, impossible to understand/improve/move forward. The data is the lifeline of any business whether one wants to arrive at a marketing decision or fine-tune a product launch. So what's the importance of listening to your data? Well, maybe that's not the right question. Instead, you should ask yourself what's not important about listening...

Merely analyzing data isn't sufficient from the point of view of making a decision. It is more than that; just like listening is more than the act of hearing. Consider it this way, when you listen to your data, knowledge is gained because the data is the supporting mechanism (data + analysis + engaging = listening). Listening to your data can offer the following benefits:

• Breaking a macro picture into a micro one to fine tune your preconceptions.
• Acquire meaningful insights and basing critical path objectives on real information.
• Turn passionate operators into better business people through the use of information when they want it, how they want it and where they want it.

We fully support the concept that knowledge should be managed and include discussions about processes that facilitate the use of information to influence decision making. Said another way, we help business listen to their data...

Things We're Following: The Blogosphere, Retail News And More...

Newsworthy data stories come in many forms. As you can imagine, we follow the data "news", but other articles and blog posts pique our interest too. Below are a few restaurant and retail technology stories, and some clever stuff too...

VSR Innovative Solution Award Winners Announced at RetailNOW

The Retail Solutions Providers Association (RSPA) and VSR launched these awards in 2008. This past spring, the association invited the channel community to nominate the best multi-vendor retail and/or hospitality technology solution providers. Read more here for details, you just might find a solution to drive sales and improve operations.

Another Seth Godin Goody: Learn To Train Your Customers

"Yes, you can train them," says the marketing guru! Reward them in the right way, you will... Read more here...

Foresster Marketing: Are Location-Based Social Networks Fadding In Or Out?

Visit this Wired Magazine story to learn about why only four out of every 100 online adults have ever used a social service that tracks their locations — and only 1 percent use such a service more than one time per week, according to Forrester.

Finally, A Must Read Blog: Stuck Serving... Funny Stuff!

Everyone in the service industry has a few hundred stories to tell. It is partly why we do the work we do. So many funny reads here... Enjoy!

RESTAURANT EMPLOYEES EMBRACE ONLINE SCHEDULING SOLUTION

WhenToManage uncovers communication trend: web-based scheduling application fosters increased collaboration and productivity in the restaurant industry

WhenToManage, the leader in real-time, online reporting and integrated point of sale (POS) business analytics solutions for retailers and restaurants, released the results of a nation-wide user survey proving the critical value of online labor scheduling. Operators, faced with multiple employee scheduling demands, using the web-based communications and scheduling technology, can now more effectively optimize employee-to-management information sharing through a fundamental improvement to the labor scheduling process.

The 2010 Survey of WhenToManage Online Employee Scheduling Users, a national web-based survey of over 700 online restaurant employees conducted throughout June and July, found that 90% experienced improved communications to the point where they would highly recommend the application to employers. Over 70% of respondents stated the seamless communications, enabled by the application, increased productivity through improved workforce collaboration. The survey findings highlight new thinking about personnel management in the restaurant and retail industry. The data posits that increasing employee engagement through seamless and interactive scheduling technology makes for more productive employees and efficient scheduling procedures.

“We were very pleased at the overall survey results. The fact that 90% of employees would recommend WhenToManage to future employers says volumes about our tools. Many of them commented saying that it ‘totally opened up communication,’” said Jeff Schacher, CEO of WhenToManage. “We discovered that many of our employee users ended up being the power-users of our technology. They are one of the driving forces behind adoption at their restaurant. Frankly, because WhenToManage is so easy to use, we believe it will reduce the headache of employee management now and in the future. Some personnel matters will go away leaving more time for essential management duties resulting in happier employees to boot!” said Schacher.

Employees using the application can review their schedules and manage availability requests from either the internet, email or mobile text messages. Using secure log in functionality, employees interact with the system by requesting days off, set preferred shifts, update availability and swap shifts with other employees. Employee requests are then sent back to the store manager for approval. “With employees having less time to accomplish more, the online scheduling application addresses key productivity challenges by opening up communications and encourages employees to work together. This key development keeps the entire operation running smoothly.” Said Schacher.

Demanding Customers - How Does a Server Cope?

Have you noticed that the average customer has become a bit more demanding? A couple of weeks ago we went out to eat and the table next to us was one of those demanding customers, I felt so bad for their server.

To start off with, they ask if the kid's meal comes with drink, of course the parents were drinking the soda, not the water they ordered and must have had 6 refills during their meal. Every time the server delivered a course they would always ask the server to bring something. They didn't ask for this all at once, when the server would bring them what they first asked for then they would say, "Can you please bring some more butter". The poor server would make 2 to 3 additional trips every time they visited their table.

The general public is wary of the economy and what it means for the future and discretionary spending has been replaced by saving. So, when the unique opportunity presents itself to enjoy a meal outside the home, patrons want their experience to be well worth the money they are deciding to spend. I'm sure the tips are smaller as well.

Demands, like the customer I described made, may at times seem a little outrageous. And, with this increase in demands, it can often really affect an employee's morale as they are striving harder for increased customer satisfaction. Managers have to be really careful to protect the interests of the customer and the employees. This is not always easy, but you can accomplish both by first focusing on the needs of the employee. Their improved outlook on work will increase the likelihood of continued focus on customer satisfaction, which in turn, keeps the customers coming back.

Here are a few suggestions:

• Recognition: Build a system whereby your patrons have the opportunity to recognize an employee for a job well done. This is often accomplished with feedback cards. Recognition from management is always good, but when hearing directly from the customers, you know exactly how they felt about the experience.
• Give praise: One of the easiest and best things you can do for an employee is to recognize their contributions to the team.
• Rewards: This doesn't have to be big we are talking about an extra shift off, a free meal, or an employee-of-the-month, the reward for a job well done is appreciated and remembered.
• Vent Sessions: Some individuals find that the greatest release of the associated pressure is to vent to others about the experiences. Give your employees a place where they can do this but make sure its facilitated to it remains a venting session and not a customer bashing session. They can let out their frustration, identify with others who had similar situations, and learn how others handled it.

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How Great is Your Customer Service?

When guests come to your restaurant, you should treat them as if they are friends visiting your home. Treating your guests with care and providing an exceptional place for them to enjoy a meal is part of the reason they will come back to your restaurant again. They also expect quality in every aspect of the restaurant. Guests are looking for a value in the things they see, taste and touch, and so providing them with exceptional quality will certainly leave a good taste in their mouths; here are a few tips.

Food Quality

Food and beverages are probably the biggest indicator of quality that a customer notices. Food quality is not only important to the customers' impressions of the overall restaurant experience, but it is important for the their health, as well. Guests' health should never be compromised. Although not all restaurants can boast the best quality food in town, they can still take measures to ensure that food is stored and prepared safely. Take the following considerations when assuring food quality in your restaurant:

• Be sure to follow proper first-in, first-out (FIFO) rotation with all food products.
• Properly label and date all food products.
• Never serve food that has expired.
• Prepare products safely, avoiding cross-contamination with dangerous bacteria or cross contact with allergens.
• Wash hands before and after handling food products.
• Prepare and serve foods at proper, safe temperatures.
  

Quality Atmosphere

When guests enter your restaurant, they should feel as though they are in a special, comfortable place. Try these suggestions to create a superior ambience in your restaurant:

• Consider your concept, and be sure the strength of the light suits the tone you wish to portray to your guests.
• Make sure the volume of your music is audible but not distracting. Music should help create the ambience rather than overwhelm it.
• Decorate your restaurant with a special, unique theme or focal point.
  
• Even a quick-service restaurant needs to demonstrate a high standard of cleanliness for customers to feel good about the quality of food.
  
• Maintain a comfortable inside temperature in your building. 70°F is usually acceptable. Minimize drafts or hot spots from lights as much as possible.

Memorable Service

Perhaps even more important than food quality is the service the customers experience from the time they enter the restaurant until the time they walk out the doors. Although restaurants thrive because of sales, the sale should never be put before the customer's needs.

How to Speak with Customers

In any restaurant or food service environment, speaking to customers should always involve the utmost respect and courtesy. This goes for all workers, from drive-thru attendants to servers at fine dining establishments. This is rather idealistic. However, restaurant workers should follow these general guidelines when speaking with customers:

• Use respectful titles, such as "sir" and "ma'am."
  
• Be optimistic, and speak with a smile.
• Never interrupt or talk over guests' conversations if you can help it,
• Know your menu so you can speak intelligently to educate guests.
• Listen with respect and care to what the customer has to say.
• Be sure you ask questions to clarify a customer's order if there is any confusion.
• Be honest and straightforward with customers at all times, especially if there is a problem.

How to Serve and Clear Food

Serving etiquette varies depending on the restaurant serving type. The restaurant types where this matters the most are upscale or fine dining restaurants. Managers should train their servers in proper table etiquette if they are unsure of how to proceed in a serving or clearing situation. The following tips describe the basics:

• Service order is usually an important standard upheld in fine dining restaurants or formal banquets. In these dining establishments, it is appropriate to serve the guest of honor first, then the female guests and then the males. In less formal restaurants, it is acceptable to simply serve women before men.
• Servers should serve and clear food from the diner's left side. Some formal restaurants advise serving with the left hand for these tasks. Serving from the left is best since most diners are right-handed. Politely excuse yourself if you find that you are interrupting or reaching.
  
• Serve or pour beverages from the diner's right side since that is usually where the glasses are set on the table.
• Serving food, servers and food runners should not call out entrées to see whom at the table claims the dishes. Servers and food runners should have a system to identify which plates correspond to which guest without having to mimic an auction house.
• Good service extends beyond the meal to the entire length of time the party is inside the restaurant.
• Unless otherwise requested, clear all plates and empty glasses at the same time, and before presenting the check.

Caring for Upset Customers

Now and again there are bound to be problems. A customer may be dissatisfied with his meal or may find the quality to be below his standards. Sometimes guests will find the need to vent anger or annoyance before the problem can be resolved. Be sure to train servers the proper ways to handle customer complaints. The manager should also visit the customer to ensure the resolution met their expectation. Retaining upset customers can be a challenge. When you put in the effort and respect to recover distressed customers, you may be able to convince them to return to your establishment in the future.

 

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