FOH Series Continued-Topic #2 eye contact, Genuine Concern

In our continuation on front of the house service our topic is eye contact which is what we call a sub-topic of GENUINE CONCERN (or lack there of).

There has been much noticed and written on the deterioration of service in the retail industry (including restaurants) in the past 15-20 years. I have noticed as times have evolved (I am 47 y.o.), the manners police have joined with the politically correct police to create a very high bar where everyone is a critic!

I can say with good confidence that while you do your retail shopping, you feel a sense of quality and (maybe even) knowledge on your initial, split-second interaction with a customer service rep, cashier, or server.

Isn't it true that the person you are paying your money to, you as a customer expect some sort of connection that says, "I appreciate your business, and you as an individual?"

Case in point: I can't count the retail locations I have gone to where the floor staff or cashier did not make eye contact with me or the people I am with. I have heard or read statements made that a certain picture is worth a thousand looks and others not even one.

Some simple points for staffers:

1) The last statement above pertains to beauty and looking at a picture, not a paying customer. Your customers are paying and deserve to have you create some sort of bond.
2) If you are addressing a table (server or order taker, cashier) of multiple people, it is your job to make a connection with everyone, not just the person you perceive to be paying the bill.
3) One of the simplest actions, aside from the providing of a warm smile is to simply make eye contact with your patrons and make them feel connected to you. The "connection" between customer and staffers is perhaps the most important issue customers think about when evaluating their experience.

New series on FOH service- You guys ready to order?

We are beginning a series on waiter service. The reason to write a series about this, is a result of what I see as small but powerful missteps from FOH staff that can be easily remedied with approaches and understandings.

I had been a professional waiter in many places. I was lucky enough to have been hired by the Hyatt Regency in 1980 to work in the Esplanade restaurant as a waiter in fine dining. Beyond that period I worked in a variety of upscale restaurants during and after hospitality school.

I am just going to jump in with my first topic:

Topic 1) Customers are not "guys."

Unless you work in a wings place, pizza or sub shop it is totally unacceptable to call a table of customers guys unless their are no females present (and I am not even sure you should call customers guys in these instances either, even folks, y'all or you all is more appropriate.).

Case in point; I have gone out more than once to upscale restaurants with my wife where the check average is clearly more than $15-25 per person and we are often asked , "are you guys" ready to order, etc.

Some reasons that is un-acceptable for wait staff to ever address customers as "guys". Some simple thoughts for a wait person to know:

1) If there was ever a romantic thought going on at that table, you just killed it.
2) Some people, however stuffy you as a server may think they are, are customers that have a paying privilege to be addressed accordingly. As the check average rises so should the formality.
3) Just like you as a server cares which side to place the silverware on, so goes this etiquette.
4) Customers are not your friends and family. Even if it's a family style/casual restaurant stick to the formalities. I always prefer to hear and be called either sir, ma'am or ladies and gentlemen.

Curent Restaurant Incubator Index

This month's current RII displays continued growth in emerging chains with less than 200 stores. Data indicates November was the best month for the RII growth in 5 months.

Yes, things are slowing in AUV is many shapes and sizes, but business optimism has not stalled at all. And seemingly, there is sufficient capital for the continued expansion. There is specific growth in the QSR type of locations. Casual/Family style remains flat.