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Guest Service

Expert advice on improving the guest experience for the on-premise industry.


The Customer is not always right. Article
The Customer is Always Right is not Always Right   November 11, 2014

The phrase “the customer is always right” is an iconic one. While the concept and message it provides is useful guidance which organizations can base their customer service, the statement is obviously not absolutely correct.More>>

The Importance of First Impressions at Your Bar Article
The Importance of First Impressions   September 23, 2014

The importance of a first impression is considered by most to be an unquestioned truism. Scientists and Psychologists repeatedly stress the significance of the initial encounter. More>>

Customer Satisfaction Article
Dining Room Management “A Lost Art”    October 8, 2013

Dining Room Management or the role that your managers play in the front of the house will contribute greatly to customer satisfaction. Let’s examine the importance and key steps you can take to insure your team maintains top of mind focus.More>>

Suggestive Selling for Servers and Bartenders Article
Maximizing Revenue Through Suggestive Selling    September 24, 2013

The path to success for any food and beverage operation is really quite simple – drive customers through the door and get them to spend as much as possible once they’re in.More>>

Success or Failure Sign Article
10 Things Your Manager Should Never Do   July 9, 2013

There are a couple of things that you should never catch your managers doing, or any staff member, including yourself for that matter, when it comes to providing the best customer experience possible.More>>

Gears Article
4 Basic Building Blocks of Venue Operations    January 29, 2013

When looking at your venue you need to visualize the cause and effect of almost every decision being made and the impact those decisions make on the psyche of your customers. By systematically going through the multiple scenarios that could play out in a single day you will be able to assess the...More>>

Cutoff Article
How to ‘Cut Off’ a Patron   May 8, 2012

Bartenders and servers are in the best positions to decide whether or not to serve a patron another drink. Everyone involved in the operation must have a commitment to serving alcohol responsibly and protecting the safety of the clientele, as well as that of the public at large.More>>

Robert Plotkin
Keep it Clean!   April 10, 2012

While I may be a slob, I would never hand someone his or her drink while holding the top half of the glass. Isn’t that akin to handling the tines of someone’s fork or scooping ice into a glass with your fingers?More>>

Cocktail Crowd Article
10 Ways to Improve Customer Satisfaction   January 17, 2012

The formula for success in the bar business is far from tricky: Keep the clientele happy, and they’ll return to dump their discretionary income into your coffers. But, if you’re short on specific ideas on how to increase customer satisfaction, consider the following offerings:More>>

blank Article
Make an Entrance!    March 7, 2011

Understanding and effectively utilizing your first five feet can go a long way in giving your customers a positive experience. More>>



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