Serve and Be Nice

Serve and be nice...how simple it seems!
Restaurant managers tend forget this basic principle of hospitality...and, yes, I blame the manager. The manager that believes that the guest just wants something for free, or is trying to be difficult or just plain doesn't "get it" is a virus. An antiguest virus that spreads to the entire staff. The guest then catches it and never returns.

How do you cure this virus? Remove the source.

The infected manager is usually experienced and has much longevity in the business. Perhaps this manager is a little bitter, tired and has worked 12 hours a day. I would bet that this manager is good with the P and L, understands cost and is good with labor percentages. However, this manager is killing the restaurant. Remove the virus.

A new manager, with energy and enthusiasm, will do less harm than the veteran manager. Forget the P and L, forget labor, focus on the guest. Provide extraordinary service and the sales will skyrocket, the P and L will fall into place. Money will be generated for repairs and maintenance. The staff will be happier (happy staff = happy customers). Serve and be nice. It is a simple mantra - make it the antivirus. Spread this with a manager that is thrilled and energetic. Teach the new manager the basics - communication and general admin. But set this service lunatic loose and watch the sales skyrocket.

Can the veteran manager learn to be a service lunatic? Can he provide extraordinary service? Perhaps, with some development and some serious brain washing.

Teach and spread the cure - serve and be nice.