A Happy Staff Leads to a Great Customer Experience

Employees-in-Kitchen_Waverbreakmedia-Ltd-Copyright_ThinkstockThe holiday season is here! Let the hustle and bustle begin! Rushed customers at lunch, and worn out customers at dinner leads to a staff that has to be at the top of their game. How do you make sure your customers have a great experience every time? According to Matt Hood, Habit Burger’s chief marketing officer, it starts with nurturing the staff. He shared five ways to nurture the staff and improve the customer experience with the National Restaurant Association in this article. We’ve hit the highlights below:

  • Value the staff – Employees that feel valued are more likely to provide great service, even at the most hectic times.
  • Define roles – clear, definitive roles means that employees are trained on and become experts on their job.
  • Limit the span of control – Habit Burger’s managers oversee very few restaurants to encourage more human contact.
  • Prioritize quality – They firmly believe in quality over speed. If your burger takes a few more minutes to come out, but it’s REALLY good, customers will find it worth the wait!
  • Remember that everyone is connected in the industry – “Take great care in knowing who came before you; take great care in leaving in a good place for those who come after you; and take care to do your work well,” Hood said. No summation needed.

Those are all great points and deserve to be recognized, but we’d like to add a few tips and tricks of our own.

  • Enable your team – Empower your managers and employees to make simple decisions to give the best customer experience. If the answer is simple, don’t force them to wait for approval from the top. Just get it done.
  • Supply them with the right equipment – You can’t win a baseball game without a bat and a glove! If your kitchen staff tells you they need a new range or your serving staff needs more tray jacks, help them out!
  • Point out what’s going well – You spend a lot of time finding mistakes and correcting them. When you see something going right, make sure you point that out too. You might be surprised how much a few attaboys will improve employee moral.
  • Get your hands dirty – If you can help your server out by refilling a water glass or two – do it! You’ll have the opportunity to visit with guests, help a busy server out and earn their respect at the same time. Don’t be “above” any job.
  • Moral of the story? Take time to take care of your staff. They are the face of your company and their happiness (or lack of it) will show.
    What are your tips on keeping the staff happy? Comment below or join the conversation on our Facebook page.

    Tags: restaurant staff, staff motivation

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