Bad Bar Food Signs

I recently made the drive from Cork to Dublin and decided I would see whether, in light of the current economic downturn, any bars or restaurants were being more creative to entice potential customers through the doors. The results may surprise you:

Part 1

Part 2

 

‘Dublin is not Ireland’ – thank God!

Something has been happening in Dublin over the last few years. And it’s not nice. Dublin’s service industry has become gruff in nature and most importantly, that’s being voiced abroad. Our capital city would want to take the squashed laurels from under its posterior for it has been resting on them for too long in the area of customer-friendly service.
Rural pundits have often claimed quite rightly that ‘Dublin is not Ireland’ and  I’ve the chance to take this to heart as I absconded from the office to take a week’s holiday on the waters of the Shannon.
And the contrast between my experiences of late in Dublin and those outside the capital could not be more stark.  It’s something that the service industries in Dublin both retail and restaurant are going to have to look into.
One horror story in particular is brought to my attention by the organisers of an international conference in Dublin this summer.

 

Could your staff be turning away customers?

What would you do if you knew that after spending thousands on marketing, promotions, advertising and enticements to get customers in to your bar or restaurant, you find out that your own staff are preventing them from spending any money?

A recent visit to a carvery style restaurant highlighted this fact to me.

The roast of the day was Roast Pork which I ordered. Next came the decision of choosing what vegetables/potatoes I wanted, but a quick glance didnt whet my apettite for any of the potatoes on offer so I asked for a portion of the rice which was an accompaniment to the stir-fry on the menu.

Instead of happily dishing up a portion of rice, I was told that I wasn’t “allowed” to have rice with pork. Why not? because (according to the oblivious server) the rice is only for the stir fry. No offer of serving it as a side order or any accomodating of my request, simply a no. Surely a carvery style operation allows the customers choose (within reason) their accompaniments?

Not that I was the only one…the next customer who simply asked for a plate of potatoes and french fries was told they would have to pay for two meals. Honestly, if this is how paid staff are representing your restaurant, its time to reconsider your calling as a hospitality business owner.

Standard operating procedures are one thing, but when it gets to the stage of scaring away customers, then its time to rethink them.

Ensure your staff are offering hospitality and not just civility. There’s a big difference. Induction training and on-the-job evaluation will ensure you dont have a repeat of my unfortunate experiences in your business.

 

I am your Guest

This Guest Charter is worth reading and remembering. It surprises me how many employees and management forget about their reason for being in business: The Guest

“You often accuse me of carrying a chip on my shoulder, but I suspect this is because you do not entirely understand me. Isn’t it normal to expect satisfaction for one’s money spent? Ignore my wants and I will no longer appear in your restaurant. Satisfy those wants and I will become increasingly loyal. Add a little extra personal attention and a friendly touch and I will become a walking advertisement for you.

When I criticize your food and service to anyone who will listen, which I may do whenever I am displeased, take heed. I am not dreaming up displeasure. It lies in something I perceive you have failed to do to make my eating experience as enjoyable as I have anticipated. Eliminate that perception or you will lose my friends and me as well. I insist on the right to dine leisurely or eat in haste according to my mood.

I refuse to be rushed as I abhor waiting. This is an important privilege that my money buys. If I am not spending big money this particular time, just remember, if you treat me right I will return with a larger appetite, more money and probably with my friends.

I am much more sophisticated these days than I was just a few years ago. I’ve grown accustomed to better things and my needs are more complex. I’m perfectly willing to spend, but I insist on quality to match prices. I am above all, a human being. I am especially sensitive when I am spending money. I can’t stand to be snubbed, ignored or looked down upon.

Whatever my personal habits may be, you can be sure that I’m a real nut on cleanliness in restaurants. Where food is concerned I demand the strictest sanitation measures. I want my meals handled and served by the neatest of people and in sparkling clean dishes. If I see dirty fingernails, cracked dishes or soiled table clothes you won’t see me again.

You must prove to me again and again that I have made a wise choice in selecting your restaurant above others. You must convince me repeatedly that being a restaurant guest is a desirable thing in the first place. I can, after all, eat at home. So, you must provide something extra in food and service. Something so superior it will beckon me from my own table to yours. Do we understand each other?”

 

Tourists are paying for the ‘customer experience’ – what ‘customer experience’?

Fáilte Ireland commissioned research last year which examined customer service expectations among overseas and domestic holidaymakers. The results prove worthy of contemplation.

According to Fáilte Ireland’s analysis, “Ireland has a sufficiently developed reputation as a holiday destination to lead most holidaymakers to expect that customer service standards will be at a generally good level.
“Expectations can differ depending on location within Ireland with expectations of Dublin as a modern European city likely to be framed by experiences in other Euorpean capitals wereas expectations around customer service can be more constrained for those areas outside Dublin.”
Typically, these expectations focus around a customer service presentation that will be homely, clean and welcoming rather than pristine and professional. But there’s a strong sense that values around care and local pride will infuse that customer service.
However as Fáilte Ireland points out, “The ultimate customer experience can be diluted somewhat by the growing predominance of customer-facing foreign staff who can lack the commitment, depth of local knowledge and fundamental wherewithal to deliver the ulitmate customer service expereince.  A clear need exists for appropriate and formal training progammes for foreign nationals entering the Irish service sector, to incorporate a basic language coaching module”.
As Aidan Pender, Fáilte Ireland’s Director of Policy & Industry Development, points out, the trends indicated in the research point to a worrying disjoint between the expectations of customer service on the part of visitor as they anticipate their holiday break in Ireland and the reality of that customer service as those same vistors reflect on their experience at the end of their holiday.
“This disjoint is most acute among overseas visitors for whom an expectation of an authentic interaction with local Irish people remains a central element in their holiday planning”.
He also alludes to “an apparent reluctance on the part of front-line staff to open up to vistors in a warm and friendly way that enriches the customer service experience”.
The report leaves one wondering just how much things have changed in Ireland over the past 20 years – and to what extent the ‘old’ Ireland has become a real thing of the past outside the major conurbations which do not appear to qualify in the first place?
But this is not to say that the situation cannot be taken in hand and improved. The ‘real’ Ireland is still there for visitors enquiring in the right local pubs and hotels. The problem is that the new generation of staff – both national and non-national – are not ‘naturally’ aware of it. They were not brought up around it.
And so in order to meet this need, Fáilte Ireland has developed a new customer care programme for frontline staff. It can be delivered on-site. It’s short and to-the-point.
A pilot schme run in Shannon hotels last year demonstrated that the course is meeting a real industry need. Encouraged by that result, Fáilte Ireland is now developing further training initiatives to promote and support the quality of the customer experience.
While it may appear sad that such ‘local knowledge’ and ‘local welcome’ has to be ‘taught’, it’s a sign of the international times we live in that such knowledge is no longer ‘naturally’ acquired. But this is no reason for proprietors not to ensure that their staff – national or non-national – are not made aware of the reasons why tourists choose Ireland as a holiday destination and to have them adapt their ‘welcome’ accordingly.

 

A set of numbers to scare any hospitality business owner

I came across this interesting story from Stuff4Restaurants which is well worth a read. But beware, you might not like some of the results and they affect YOUR business:

Read the Article Here

 

A hook wouldn’t hurt

One day I will be pleasantly surprised when I come across a bar/restaurant/hotel that has been completely designed with the customer in mind instead of the whims of a highly paid architect. Until that day I will continue to rant about the shortcomings in establishments I visit.

Lets take something as simple as a restroom cubicle. If it’s a ladies restroom, then the chances are they will be bringing a bag into the cubicle with them. Now, would you have them place this bag on the toilet floor and then carry these germs back out to your bar/restaurant or would you consider something as simple as a hook to hang this item on?

Same issue in the mens toilets. Its winterime, I’ll most likely have a coat which will need to be removed. So where do I hang it if there’s no hook on the back of the door?

Why not take a walk through your business from the perespective of a customer? You might find out some things about your business that make life easier for your patrons. I can’t be the only one annoyed by such oversights.

 

Get off the floor, your business is in trouble

I had lunch in a newly opened hotel on Sunday. Actually, correction, I attempted to have lunch. I actually ended up leaving because 12 staff and a manager on duty were too busy to bother with as small a detail as actually serving customers.

Picture the scene. Huge sums of money invested in beautiful furniture, attractive staff uniforms, fine paintings on the wall while chaos was the order of the day on the floor.

How many more times will “shrewd” investors and developers build the finest buildings money can buy yet not understand the basics of running a succesful restaurant or even how to hire the right manager.

While I waited for twenty minutes to be acknowledged I could see staff running around from table to table from one end of a restaurant to another, obviously not assigned to any one set of tables; I saw bar staff venture on to the floor momentarily only to retreat behind the safety of a bar counter when customers started (heaven forbid…) to request things.

All this while customers queued for tables and the headless chicken of a manager busied himself with making coffees and clearing tables.

If you haven’t figured out what the problem is yet, you better read on, because this might have been your business.

Good service could have been provided at the tables and behind the bar in a comfortable, relaxed style by 8 staff had the manager understood how to delegate, manage and most importantly to work ON the business and not IN the business.

If a manager is busy clearing tables and washing dishes, then who is managing the business? Show your managers how to organise the staff, how to delegate duties and how to be able to measure how well business is going with a few indicators like customer feedback (ask customers…simple), speed of service, revenue at the end of the day, repeat business (a sure sign you’re doing something right).

But most importantly, GET OFF the floor…. your business could be in trouble.

 

What do you mean you don’t know what the soup is?

Its 2pm. I’m sitting in a busy restaurant and the waitress doesn’t know what the soup is. How is this possible? How can any member of staff have avoided learning this vital piece of information up to this point. Judging by the food stains on her uniform, she has clearly either worked the lunch shift or else just doesn’t wash her uniform.

Is this the fault of the staff member or the management? I’m inclined to think it’s ALWAYS the fault of management for what goes wrong in a business. Simple checks should be in place to indicate when procedures aren’t being followed.

Do you really want to be responsible for staff not knowing the specials of the day after a busy lunch?

And guess what the soup was? Surprise surprise, it was vegetable (for a change…)

 

You won’t believe this…

Sometimes I wonder what the basic intelligence requirements are for staff working in bars. Last night I decided to try a spot of pub food in a new Galway pub. The menu looked good, the surroundings and decor were inviting and so I took a seat and began reading the menu.  I ordered the panfried seabass and a pint of coke to quench my thirst. The waitress took my menu and went to the bar. She then returned with my cutlery and a glass (not a pint) of coke.  I then reminded her that I had ordered a pint of coke. Her answer?

“oh, sorry, we only have the small bottles……”!

There followed a silence while I looked at her in disbelief. As it became clear that she didn’t possess the faculties to work it out, I suggested she take it back, pour it into a pint glass and add another bottle….

“oh, ok, sure” was her cheery response. Classic.