“Humans are creatures of habit. In the restaurant business, being able to distinguish between the different types of people is the key to providing them with what they want. Standardized questions are similar to old pick-up lines in that they usually don’t work.
“We found in the course of running the restaurant that not every customer responds well to suggestive selling or unnecessary questions,” Simran says. “Some customers want to place their order, get their food and go and are irritated by chatty waitresses. Customer profiling techniques, which I learned two years ago at a seminar where Gregg Rapp was a guest speaker, allow us to determine who needs special attention and who doesn’t and that makes for happier customers.”
WaiterBell Angle: Although Pizza Marketing Quarterly (PMQ.com) focuses on, well, pizza, it is an incredible resource for all restaurants. The site is filled with free articles, resources, and advice. It is a site that is using the internet and power of the community to help all restaurant owners improve their operations and share knowledge.