Creating a Service Culture

They say restaurants have to be a great combination of great food, suitable setting and great service. I totally agree.

In this article, I would like to focus on the topic of great service.

It all starts with creating a culture of service. An owner or manager or the management team sets this. This is the kind of message they send to their employees in terms of how they want their employees to treat or attend to their customers. I am saying it should be from management because most of the time employees do emulate from their leaders.

So how exactly do you create a culture of service?

First, managers and owners should clearly define policies regarding service. It is more than knowing or setting tables right or having the trendiest menu. It is setting the "mood" you want in the restaurant. It is defining behavior you want your servers to have, the proper answers to probable questions. It is also setting the manner as to how complaints and adversities are going to be handled.

Second, managers and owners should be great service examples. When employees see managers not minding diners who have requests or treating them in a foul way, they would not have any inspiration to do otherwise. Our bosses are doing it, why will we do otherwise?

Third, encourage great service. This is done by measuring what is great service and rewarding employees when they are consistently giving it.

Fourth, listen to customers. When customers feel that what they say and think is important, it puts your restaurant in a special place in their choice of dining.

Creating a setting that encourages great service in your restaurants is absolutely important.