Pizza Today - June 2018 - 22
At Your Service
PAUL PAZ
GUESTS HAVE THREE PRIMARY
NEEDS:
UNDERSTAND ME: Each guest
Service with a Shrug
Three primary needs that every guest has
A
s a consumer, do you ever
get tired of your arrival or
questions being received
with service with a shrug? You know,
that rolling head or eyes movement
accompanied with the drop of the
shoulders. The audible condescending
sigh of contempt because you asked a
question or made a request.
Diners come in for a positive
2 2 / P I Z Z AT O D AY. C O M / J U N E 2 0 1 8
experience. Uncomfortable moments
make the food taste lousy, no matter
that you use the best and most
expensive ingredients possible or how
beautiful your ambience. If you don't
make your guests feel welcome with a
genuine emotional sense of hospitality,
they're not coming back and they'll kill
your business with their social media
reviews.
is different in their needs and
expectations. Staff need to recognize
those differences and be ready to
adapt to the guests. Families require
a different approach than couples.
Guests at counter service stations have
needs that are different than home
delivery customers. Review with your
team some of the most common best
practices and mistakes to avoid.
RESPECT ME: If your ads display a
smiling employee... make sure your
staff present that same "Hospitality
Game Face." Your staff must present
attitudes and actions that show guests
they are highly valued. The way we
speak to adults, children, seniors,
etc. requires emotional sensitivity
involving effective soft skills. Explain
to your staff what "soft skills" means
and demonstrate examples with them
(continuing education). Remember
that while the words may be precise,
the tone of voice and body language
speak the truth.
HELP ME: Rehearse the service skills
that deliver and make your brand's
hospitality a reality. A unique aspect of
customer service in restaurant dining
is that the consumers regularly expect/
anticipate the service being brought
to them (unlike a grocery store, where
it is natural to wander around to find
someone to help you). Teach your
staff about intuition and initiative.
Intuition is that gut feeling that
something is needed. Intuition is that
sense by an individual of the power or
the opportunity to act or take charge.
Combining these two is what delivers
a service experience that is above your
guests' expectations.
Address these three guest needs
every time and you have a winner!
Make it fun... make it easy... make
some money! n
http://www.PIZZATODAY.COM
Pizza Today - June 2018
Table of Contents for the Digital Edition of Pizza Today - June 2018
Pizza Today - June 2018
Commentary
Contents
Contributors
Expo Spotlight
Interact
Conversation
Man on the Street
Tony’s Trending Recip
At Your Service
Destinations
Knead to Know
Handling Angry Diners
Olive’s Comeback
Cracking the Health Code
Emergency Planning
Pizza Today on the Road: Andolini’s Tulsa, Oklahoma
Product Showcase
Pizza Today Yellow Pages
The Marketplace
Reader’s Resource
Mike’s Monthy Tip
Pizza Today - June 2018 - CT1
Pizza Today - June 2018 - CT2
Pizza Today - June 2018 - Pizza Today - June 2018
Pizza Today - June 2018 - Cover2
Pizza Today - June 2018 - Commentary
Pizza Today - June 2018 - 4
Pizza Today - June 2018 - 5
Pizza Today - June 2018 - Contents
Pizza Today - June 2018 - 7
Pizza Today - June 2018 - 8
Pizza Today - June 2018 - 9
Pizza Today - June 2018 - Contributors
Pizza Today - June 2018 - 11
Pizza Today - June 2018 - Expo Spotlight
Pizza Today - June 2018 - 13
Pizza Today - June 2018 - Interact
Pizza Today - June 2018 - 15
Pizza Today - June 2018 - Conversation
Pizza Today - June 2018 - 17
Pizza Today - June 2018 - Man on the Street
Pizza Today - June 2018 - 19
Pizza Today - June 2018 - Tony’s Trending Recip
Pizza Today - June 2018 - 21
Pizza Today - June 2018 - At Your Service
Pizza Today - June 2018 - 23
Pizza Today - June 2018 - Destinations
Pizza Today - June 2018 - 25
Pizza Today - June 2018 - Knead to Know
Pizza Today - June 2018 - 27
Pizza Today - June 2018 - 28
Pizza Today - June 2018 - 29
Pizza Today - June 2018 - Handling Angry Diners
Pizza Today - June 2018 - 31
Pizza Today - June 2018 - 32
Pizza Today - June 2018 - 33
Pizza Today - June 2018 - Olive’s Comeback
Pizza Today - June 2018 - 35
Pizza Today - June 2018 - 36
Pizza Today - June 2018 - 37
Pizza Today - June 2018 - Cracking the Health Code
Pizza Today - June 2018 - 39
Pizza Today - June 2018 - Emergency Planning
Pizza Today - June 2018 - 41
Pizza Today - June 2018 - Pizza Today on the Road: Andolini’s Tulsa, Oklahoma
Pizza Today - June 2018 - 43
Pizza Today - June 2018 - 44
Pizza Today - June 2018 - 45
Pizza Today - June 2018 - Product Showcase
Pizza Today - June 2018 - 47
Pizza Today - June 2018 - 48
Pizza Today - June 2018 - Pizza Today Yellow Pages
Pizza Today - June 2018 - 50
Pizza Today - June 2018 - 51
Pizza Today - June 2018 - 52
Pizza Today - June 2018 - 53
Pizza Today - June 2018 - 54
Pizza Today - June 2018 - 55
Pizza Today - June 2018 - 56
Pizza Today - June 2018 - The Marketplace
Pizza Today - June 2018 - 58
Pizza Today - June 2018 - 59
Pizza Today - June 2018 - 60
Pizza Today - June 2018 - 61
Pizza Today - June 2018 - 62
Pizza Today - June 2018 - 63
Pizza Today - June 2018 - 64
Pizza Today - June 2018 - Reader’s Resource
Pizza Today - June 2018 - Mike’s Monthy Tip
Pizza Today - June 2018 - Cover3
Pizza Today - June 2018 - Cover4
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