I thought I would answer the question in last month's post from the Nation's Restaurant News article which asked what guests are seeking in a restaurant brand: What is convenience? I got to thinking about this one elusive "thing."
As I thought about translating what the article points out operators could control in their dining experience, I considered there is only one of the three categories that we have complete control over: convenience. What does that mean for many of us in the restaurant industry?
The restaurant industry is very competitive. It's not what it used to be. There are many restaurants opening up. The key to convenience from my point of view from working in the industry for over two decades is for whatever age group, it's anticipating the guests needs--whatever that may be. It might mean open 24 hours, like many times in my late 20s and early 30s I have wanted to eat early in the morning at Zippy's in Hawaii. Or if it means that I will always get a refill on my drink without being asked, as long as it comes with unlimited refills. It could just be a smiles or an ear to listen for a while. Many different guests come into a restaurant for different needs.
Many guests do not want the hassles of asking for service. That is why they are going out to eat! Being attentive to what is requested when they place our orders. Yet, so many times from the employer's end, I know that many workers just don't get it. Let me suggest to you that there is work to be done and in the being of service mindset, there is a display of humbleness that is required. That is what our industry is all about! That is what's going to be rewarding for you. It's a starts with a positive, and inspiring mindset to be focused not on getting as much money as possible, because you cannot force anyone to give you the money you deserve serving someone, but the attentive, friendly, at service demeanor in relating and connecting with others will lead you on the way. It may not be with that particular table or guest, but the reward might occur with the next table or guest(s). I have no doubt about it!
