Blog: “Encouraging Demanding Customers” (Jun.2006)

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excerpt:
“In customer service parlance, however, “demanding customers” mean people who feel comfortable telling you what they want. You make them know that you want them to be fussy and tell you their requests. If you have this kind of environment, you attract customers with high expectations who are willing to pay for what they want.

Phil Wexler gave one example of how you can encourage your customers to be demanding. He featured Max’s Laws of Max’s Deli in San Francisco, which has 20 laws their customers must abide by and not their employees.

  1. This restaurant is run for the enjoyment and pleasure of our customers, not the convenience of the staff or owners.
  2. You get gree round of drinks if anyone on our staff comes up and says, “Is everything all right?” When we aske questions, they’ll be helpful ones…”

source: “Encouraging Demanding Customers” by Meikah (Customer Relations: The New Competitive Edge, Jun.25,2006)

Blog Post: “Waitstaff can make all the difference — or so it seems” (May 2006)

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excerpt:
"…That is until a party of 5 appeared and the Italian waiter was so fawning he virtually sat with them while the other waiter was out of his league trying to keep everyone else happy. We sat and sat and sat.

Finally we had to speak out to get his attention and a check. Silent signals just didn't work.

I won't go back and it's too bad because the food is very good. But the frustation trying to get it served isn't worth it."

source: "Waitstaff can make all the difference — or so it seems" by Deborah S. Hartz (From the Test Kitchen, May 26, 2006)

WaiterBell Angle: The author of this post, Deborah S. Hartz, is the food editor for South Florida's Sun-Sentinel newspaper. As you can see, the power of internet tools makes it easier than ever for your customers to publish their dining experiences for everyone to see (and find).

Ms. Hartz's experience may have been due to a mistake, a miscommunication, or atypical of the customary service at the restaurant, however you don't get a second chance to make a first impression. Restaurants can prevent experiences like Ms. Hartz with WaiterBell, a service safety net for both the customer and the waitstaff.

Imagine how Ms. Hartz experiences would have been different with WaiterBell at the restaurant and what she would have written instead in her blog. WaiterBell is always working for you, your staff, and your customers.

Blog Post: “Under Your Nose” (May 2006)

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excerpt:
"The bartender and waitstaff never checked on us, never offered us dinner, and never mentioned that the kitchen was closing. Again, we knew they were not serving outside so our expectations were tempered — but the country club restaurant and bar did not appear busy as the evening progressed.

Little did the management the country club know, but friends in our group are considering a membership…At $20,000 + dollars a year (for the membership fee only) how many people are going to consider this a good investment when they've been ignored by the waitstaff? A $100 night of bad service could cost this country club approximately $100,000 in membership fees over the next 5 years."

source: "Under Your Nose" by Laura S. (Local Store Marketing Community, May 23,2006)

WaiterBell Angle: This is another example of guests evaluating your restaurant customer service and how it can cost you money in ways beyond the actual food and drink bill. WaiterBell is an affordable service safety net system that prevents situations like the one above from occurring.