After that you need the decor, the warm welcome, the ambiance, the friendly service, a superior customer service organization, and the fond farewell. Keep in mind that a flashy decor and fancy dishes will only bring people once. Flashy things are superficial, and people need substance when they spend money. You do not impress people with superficial things.
People need that little special; the human touch. That's the magic!
People will come for the food the first time, and for the service the second time. Keep in mind that in the end the guests we will only remember how you made them feel. So how do you make them feel when they come to your restaurant or hotel?
Take a second to think about
the clients you impressed.
Who did you go the extra mile for? Who has been telling their friends about what a good job you did?
Happy clients are usually glad to provide recommendations, and with their endorsements, next week should be easier than this week. If you really want the guests to come back, you will have to touch them, impress them, make them feel great. And that requires a lot of human skills, that are hard to teach.
Andre Plessis
Restaurant & Hospitality Consultant
AP Consulting
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