Most Guest service people are fairly good
at recognizing regular Guests and making them feel welcome, however they
usually do not spend nearly as much time trying to build rapport with
new Guests to convert them into regular Guests. With the fierce
competition for business and Guests, it is important to spend equal time
keeping our regulars as well as creating new regulars.
Building rapport with a "stranger" can be
awkward - even when the stranger is someone who has come into our
business and we are the "service representative" assigned to take care
of their every need. Creating a service mindset when greeting these new
potential regulars will help you appear natural, sincere and caring in
your Guest service.
Here are some mindsets to consider:
1. Treat each Guest as
if they are your Best Friend at each moment of contact
When you see your best friend you:
...Act as if you are so happy to see them
...Ask questions about how they are doing
and show interest in them and their lives
...Notice anything that looks "cool" that
they are wearing and make comments about it
2. Remember that each
person is unique with unique needs
...Greet each Guest with a personal
salutation
...Give eye contact to each Guest equally
...Make suggestions to each individual
rather than a "blanket" recommendation
3. Be there mentally,
physically and every time they need something
...Concentrate on each table / Guest at a
time
...Write your orders down - so that Guests
can have confidence that you are going to get their order correct
...Check back with them often to make sure
they have everything that they need before they need it
4. Decide you want to
make a difference in their lives during their experience
...Listen for something that can give you a
reason to add to their celebration
...Find a common interest, city or event
that gives you a converstaion topic
...Create a memory for their "memory box" -
an experience that will bring the Guests back to the venue to see you!
5. Put your personal
signature on your service
...What makes your service so special as
compared to the other servers on your shift?
...What will the Guests remember about you
and the service that you gave them?
...Will the Guests rave to their friends
and family how great you were and the great time they had because of
you?
...How will they remember you and your
name?
It is a fact that Guests will return and
repeat the activity if they liked it and it made them feel good!
What have you done that makes the
experience anything more than just a dining or drinking experience? How
can you create service that makes Guests want to talk about it to their
friends and family members? Are you giving the Guests, and your
employer, the service that they deserve in order to earn that "tip" you
receive in return?
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