A large portion of every restaurant’s success rides on the quality and consistency of their guest experience. That’s why the quality and consistency of the guest experience should always be on the mind of the owner, GM, chef, and manager on duty.

This starts with putting yourself in the shoes of our guests. Too often operators and managers are so consumed with the day-to-day challenges they can subconsciously turn a blind eye to the 3 key experience drivers that guests encounter every time they visit: Product, Place, and People.

Product is the food and beverages you serve. You may have incredible recipes, unique offerings, or simply provide a quality meal at a reasonable price, but what happens when guests rave about one of your signature dishes and the next time they visit the special sauce doesn’t taste the same, was lukewarm, or was a smaller portion?

Never underestimate the importance of place. Your dining room, restrooms, windows, and parking lot all play a huge part in the guest experience. Cleanliness, safety protocols, and well-maintained facilities can have a positive influence on your guest’s perception. Conversely, dirty restrooms, smeared glass on entry doors, and crumbs on floors and tables can dampen the mood in an instant.

People have the most influence over your dining experience. Your people provide service and hospitality. Great hospitality – truly caring about your guests as people – can overcome mistakes and mishaps if corrected, but the best food and service in the world can’t make up for a guest sensing an indifferent attitude.

To improve guest reviews and loyalty, never take your eyes off the systems, processes, and actions that support consistency. Successful restaurants use checklists, training, and other systems in the areas of product, place, and people to deliver the same high-quality guest experience every time.

Source: RestaurantOwner.com