Here are some great statements to share with your team, thinking from the customer's perspective. Giving your team insights into the importance of their actions. I suggest printing them out, having a team meeting, and asking them, what each statement really means, and how to provide certainty, and connection to our customers while making them feel significant.
“You often accuse me of carrying a chip on my shoulder, but I suspect this is because you do not entirely understand me. Isn’t it normal to expect satisfaction for one’s money spent? Ignore my wants and I will no longer appear in your restaurant. Satisfy those wants and I will become increasingly loyal. Add a little extra personal attention and a friendly touch and I will become a walking advertisement for you.”
“When I criticize your food and service to anyone who will listen, which I may do whenever I am displeased, take heed. I am not dreaming up displeasure. It lies in something I perceive you have failed to do to make my eating experience as enjoyable as I have anticipated. Eliminate that perception or you will lose my friends and me as well. I insist on the right to dine leisurely or eat in haste according to my mood.”
“I refuse to be rushed as I abhor waiting. This is an important privilege that my money buys. If I am not spending big money this particular time, just remember, if you treat me right I will return with a larger appetite, more money and probably with my friends.”
“I am much more sophisticated these days than I was just a few years ago. I’ve grown accustomed to better things and my needs are more complex. I’m perfectly willing to spend, but I insist on quality to match prices. I am above all, a human being. I am especially sensitive when I am spending money. I can’t stand to be snubbed, ignored or looked down upon.”
“Whatever my personal habits may be, you can be sure that I’m a real nut on cleanliness in restaurants. Where food is concerned I demand the strictest sanitation measures. I want my meals handled and served by the neatest of people and in sparkling clean dishes. If I see dirty fingernails, cracked dishes or soiled table clothes you won’t see me again.”
“You must prove to me again and again that I have made a wise choice in selecting your restaurant above others. You must convince me repeatedly that being a restaurant guest is a desirable thing in the first place. I can, after all, eat at home. So, you must provide something extra in food and service. Something so superior it will beckon me from my own table to yours. Do we understand each other?”
