All Blog Posts Tagged 'service' (230)


Non-Operator
Hospitality Service Improvement - Create an Efficient Restaurant Tip-Out System



The "Tip-Out System" is a very important part of hospitality service improvement for many different reasons. Tips are the basic salary for most hospitality service employees, and must be divided with utmost respect and care. The staff's reputation, morale and income depend on a proper and fair tip-out system.

There are certain factors that must be taken into consideration, before deciding on a correct and fair tip- out system. The most important concept…

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Added by Richard Saporito on July 5, 2011 at 12:00pm — 2 Comments


Operator
Being There: Customer Service & Community Gardening

Chance the Gardener: As long as the roots are not severed, all is well. And all will be well in the garden. In the garden, growth has it seasons. First comes spring and summer, but then we have fall and winter. And…

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Added by Ty Sullivan on June 28, 2011 at 7:00pm — 2 Comments

The Pandora's Box: Soliciting Feedback on Open Table and Groupon

All..

Last week I reentered the FohBoh Blogsphere with this post in a somewhat disguised attempt to elicit operator feedback about the value to the industry of the services provided by two companies:  Open Table (already public) and Groupon (filed to go public).  Rather than open a…

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Added by Richard Heaps on June 16, 2011 at 12:16pm — No Comments


Non-Operator
Peanuts or Passengers - You Make The Call!



 

 

I know that fuel prices are up and margins are thin in the airline business. The airlines are struggling and we all know it.  I heard the following story from a friend of mine the other day that I felt compelled to share with you.

 

My friend is like a triple medallion,…

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Added by Bill Campion on June 15, 2011 at 8:55am — 4 Comments


Operator
Bad Customer Service Star Wars Style!

I think it’s safe to say that we can all remember what it was like seeing Star Wars for the very first time. The image of the opening credits cascading at the opening, the Imperial ship coming from the corner of screen then stepping into the Cantina Bar to a world of far out aliens and a groovy jazz beat.

But can I share with you one of the oddest things that stuck with me about that film…

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Added by Ty Sullivan on June 14, 2011 at 8:30pm — 6 Comments

Of Amazon, Open Table and Groupon: Does an IPO Have Anything to do With Real Value?

I'm Back.....

 

Today I am inspired by Michael Atkinson's post on June 2 in our corporate blog  "Seriously Dumb--We May Be Peaking" and reflections of my over 25 years in Silicon Valley seeing many "Seriously Dumb" ideas and waves of IPO's of the same of whether in our industry the service companies that go public actually deliver value to…

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Added by Richard Heaps on June 9, 2011 at 3:00pm — 2 Comments


Non-Operator
Restaurant Dining Room Service Improvement - Staff Scheduling Tips Part 2

Proper staff scheduling is extremely crucial for providing excellent restaurant dining room service. There are 2 basic concepts that can improve restaurant service immensely. In every way, a balance must be achieved by matching labor needs to the forecasted business.

The first concept is the "on call waiter" who can be scheduled for any shift necessary. The "on call waiter" function is to call the restaurant about 1/2 - 1 hr. before the work shift commences food service to see if…

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Added by Richard Saporito on June 5, 2011 at 7:05am — No Comments


Operator
BECAUSE Pt. 2: Beatles, Customer Service & Biz, Oh My!

I believe that everyone should work as a waiter at one point in their life.

Not because the money is pretty darn good or because you get one shift drink that can turn into two or three if you are good chums with the bartender. Rather, they should become a waiter to learn the true value of great customer service and its rewards.

It worked for me and I can say, with no ego but…

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Added by Ty Sullivan on May 31, 2011 at 7:30pm — 3 Comments


Non-Operator
Improve Restaurant Customer Service - Provide Proper Floor Diagrams & Table Numbering

It is essential to post proper floor diagrams with position points in strategic areas of a restaurant in order to provide excellent dining room service. You cannot rely on the fact that the floor diagrams are in the computer system either.

Case in point #1: What happens when a new waiter, carrying 3 hot pasta plates, walks from the kitchen into a busy dining room alone and cannot distinguish which is the correct table where the food must…

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Added by Richard Saporito on May 25, 2011 at 1:23am — 1 Comment


Non-Operator
From menu to label: Restaurant foods begin hitting grocery shelves

Stroll the aisles at your local supermarket and you may find yourself wondering if you just entered a grocery store or a popular restaurant chain’s dining room.  TGI Friday’s, California Pizza Kitchen, Taco Bell, and PF Chang’s are just a few restaurants who have licensed retail versions of their menu items to…

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Added by Alyson Mar, RD on May 19, 2011 at 7:41am — No Comments


Operator
The Superman Complex & Customer Service

I, like many other Americans, tuned in to watch the final episode of Smallville this last Friday night. For those not familiar, it is the story of Clark Kent growing up in Smallville, Kansas and his life lessons and upbringing that lead him to become the Man of Steel.

 

 …

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Added by Ty Sullivan on May 17, 2011 at 7:00pm — 1 Comment


Non-Operator
What Does It Mean To Be “Customer-Centric”?

 

 

Our mission: to inspire and nurture the human spirit – one person, one cup and one neighborhood at a time.



Our mission is to support our stores so that they are able to do what is most important in retail — serve our customers' needs.



The mission…

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Added by Bill Campion on May 17, 2011 at 2:30am — 10 Comments


Non-Operator
If You're Not First, You're Last!

I’m wondering when a chain of full service restaurants is going to do it.  I’m certain it’s just a matter of time before one company goes against the advice of their legal counsel, pretends they are Nike and just does it.  The one that goes “all in” will reap huge rewards because the others will be too afraid to pull the trigger.  If I ran a restaurant or a chain, I’d do it tomorrow.  Yea, I know that’s easy for me to say...

 

I’m talking about…

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Added by Bill Campion on May 3, 2011 at 7:00am — 13 Comments


Operator
....And While on Vacation in Florida....

So, I'm on vacation in Ft. Lauderdale Florida this week and had no laptop to write my blog, so, I did a video blog instead. I did have an HP Notebook but I may as well have been on a 1st model of the Bell telephone!

So, my subject was on what?

On customer service standards in Florida of course! Tune in. Tune on. Turn to your video screens!

See my next video that will be a lot faster in speach patterns when I get back to NYC!…

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Added by Ty Sullivan on April 19, 2011 at 7:30pm — 2 Comments


Non-Operator
How To Be Successful in the Restaurant Business: Balance the Hard Elements and Soft Elements

To understand the restaurant business, one must take into account the unique balance and consistency between hard elements and the soft elements involved. Often times a restaurant will have a greater emphasis on one area, but totally forget the other area only to find out too late - when they are out of business altogether.

 

The hard elements (restaurant hardware parts) are items such as location, menu design, restaurant/kitchen design and layout, décor, ambiance, computer systems,…

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Added by Richard Saporito on April 16, 2011 at 5:30pm — 1 Comment


Operator
Captain's Log: A Trek through Leadership in the 21st Century

I am a big geek. I think you can tell that from previous posts. One of the things that got me started on my road to Geekdom was of course everyone’s favorite nerd crush, Star Trek, and yes, I do own a purring Tribble thank you!

 

But what always attracted me to the show was not the unidentified…

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Added by Ty Sullivan on April 5, 2011 at 7:30pm — 3 Comments


Non-Operator
Restaurant Scheduling for Success - Excerpt from "How to Improve Dining Room Service"

Restaurant staff scheduling ties directly into the dining room service and crucial for keeping your staff tight, happy and well connected. In every way, a balance must be achieved by matching the dining room service labor needs to forecasted business. There should be a system whereby the staff shift availability days can be communicated in writing to the person who makes up the schedule. A simple staff shift availability sign-up sheet posted…

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Added by Richard Saporito on April 2, 2011 at 6:30pm — No Comments


Non-Operator
Does It Have To Be All About The Money?

 

Recently I was having a conversation with my son who just happens to be a server.  He’s been serving for 3 or 4 years and has experienced decent success (enough to live on his own, pay his bills and enjoy a few beers with his friends now and then).  Because I have a passion for customer service and for my son’s success, I was interested in…

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Added by Bill Campion on April 1, 2011 at 11:53am — 4 Comments


Operator
Of Superman and Authentic Customer Service on Twitter

The staple of the superhero mythology is, there’s the superhero and there is the alter ego. Batman in reality is Bruce Wayne, Green Lantern is Hal Jordan, Spider-Man is really Peter Parker. When that character wakes up every morning, he’s Peter Parker. He has to put on a costume to become Spider-Man.

And it is in…

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Added by Ty Sullivan on March 29, 2011 at 7:00pm — 3 Comments


Non-Operator
The Brand Killer

 

What do marriage and customer service have in common?  Let’s start with the obvious.  They are both about relationship.  They both require interaction.  They are about human emotion and feelings.  I’m sure you can add to the list. 

 

Just for fun, let's begin by examining the 3 phases of marriage. The following account is based on hearsay not…

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Added by Bill Campion on March 28, 2011 at 5:49am — 6 Comments

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DEPARTMENTS

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Smartbrief

Restaurants may feel the pinch of pricier coffee later this year

Prices for arabica coffee futures hit a 26-month high amid a drought in Brazil, which produces a third of the world's coffee  -More

McDonald's rules out all-day breakfast in push to simplify

McDonald's breakfast menu accounts for 25% of the chain's U.S.  -More

Easy ways to use 5 uncommon spring greens

As light, crisp greens arrive at farmers markets and grocery stores, chefs are finding creative ways to add them to spring me -More

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National News

National Restaurant Association Offers Training DVDs on Harassment Prevention, Social Media Use, and Customer Service

The National Restaurant Association has released three new DVDs that offer best practices in dealing with harassment and discrimination, customer service training, and the first of its kind video guide on the use of social media.

Yum! Brands Reports First-Quarter EPS Growth of 24% Excluding Special Items

China Division System Sales Increased 17% with Operating Profit Growth of 80%; Yum! Reaffirms Full-Year Guidance of at Lea

Souplantation & Sweet Tomatoes Certified As Nation's Largest 'Green' Restaurant Chain

National Group Salutes Country's Only Large Restaurant Group to be 'Certified Green Restaurants®'

National Restaurant Association and EatStreet Release Online Ordering Guide

The National Restaurant Association and EatStreet have released a free educational guide focusing on online ordering and emerging restaurant technology trends.

Boyd's Coffee Launches Single-Cup Coffees For Retail And Foodservice

The coffees come in a variety of roast levels and include organic and Rainforest Alliance Certified™ options: French No. 6®, Red Wagon® Organic Coffee, Good Morning™, Hi-Rev® (delivers more caffeine), and Lost Lake™ Decaf Organic Coffee.

CROWD FUNDING

If you are looking for capital to start or grow your restaurant, create the next 501c3, develop and launch the next app for the restaurant industry,or want to help your peers in some meaningful way, we want to know about it.

TED TALKS VIDEO

TED: Hamish Jolly: A shark-deterrent wetsuit (and it's not what you think) - Hamish Jolly (2013)

Hamish Jolly, an ocean swimmer in Australia, wanted a wetsuit that would deter a curious shark from mistaking him for a potential source of nourishment. (Which, statistically, is rare, but certainly a fate worth avoiding.) Working with a team of scientists, he and his friends came up with a fresh approach — not a shark cage, not a suit of chain-mail, but a sleek suit that taps our growing understanding of shark vision.

TED: Michel Laberge: How synchronized hammer strikes could generate nuclear fusion - Michel Laberge (2014)

Our energy future depends on nuclear fusion, says Michel Laberge. The plasma physicist runs a small company with a big idea for a new type of nuclear reactor that could produce clean, cheap energy. His secret recipe? High speeds, scorching temperatures and crushing pressure. In this hopeful talk, he explains how nuclear fusion might be just around the corner.

TED: Sarah Lewis: Embrace the near win - Sarah Lewis (2014)

At her first museum job, art historian Sarah Lewis noticed something important about an artist she was studying: Not every artwork was a total masterpiece. She asks us to consider the role of the almost-failure, the near win, in our own lives. In our pursuit of success and mastery, is it actually our near wins that push us forward?

TED: Matthew Carter: My life in typefaces - Matthew Carter (2014)

Pick up a book, magazine or screen, and more than likely you'll come across some typography designed by Matthew Carter. In this charming talk, the man behind typefaces such as Verdana, Georgia and Bell Centennial (designed just for phone books -- remember them?), takes us on a spin through a career focused on the very last pixel of each letter of a font.

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