The best service model for restaurants and hotels

Chapter 13 To make customers satisfied, let them move (3)
In the above pages, we have focused on how to serve customers well and win customers with good service.Only when employees are satisfied, will customers be satisfied; when employees are happy, customers will be happy; when employees are moved, customers will be moved... thus forming a cycle of love.Therefore, only when employees are attentive, employees will be attentive to customers; only when employees are served well first, employees will serve customers well.So how to let employees think and innovate, how to pay attention to customer satisfaction, so as to constantly exceed customer expectations and ensure that customers return?

Can you encourage employees to think and innovate like many excellent restaurants and hotels?Have you devised a think sheet for your employees?Are employees and managers able to conduct work improvement reflection meetings on a regular basis?Can employees find problems at any time and think about ways to solve them?Does your hotel or restaurant have a customer feedback mechanism, and does it respect customer feedback?In order to help you serve customers well, I specially designed a "service" customer improvement measure table.

Restaurants and hotels are all doing service, the key is how you can exceed customer expectations and how to keep customers coming back.Haidilao is constantly innovating, constantly optimizing services, and constantly thinking about how to exceed customer expectations. This is worth your thinking, reference and reference.

Words from Yi Family
Only by constantly improving information, optimizing services, and paying attention to customer satisfaction at any time can we further understand the dynamic needs and expectations of customers, and effectively think about improving and innovating services, so as to exceed customer expectations, ensure that customers return, and continue to retain profits.

[-]. Design group personalized service template
You may say: "We have collected a lot of customer information and improved a lot of customer information. Now the customer profile is very sound, and we really pay attention to personalized service now." My suggestion is: design groups according to target customers Personalized service templates for employees to learn and refer to, so as to serve customers effectively.

Different restaurants and hotels have different target customers. Whether it is elderly customers, children customers, female customers or business customers, catering companies can design group personalized services for them.In other words, what services can you provide for the customer group of children; what services can you provide for the customer group of the elderly; what personalized services can you provide for the customer group of women; for the customer group of business people, What personalized services can you provide; what personalized services can you provide for the customer group of birthday banquets; and so on.

It can be seen that when it comes to personalized service, two core contents are inseparable: one is one-to-one service, that is, a single personalized service for a certain customer; the other is group personalized service for a certain group of customers. Serve.For groups, you can design group personalized service templates for employees to learn and reference.

1.Personalized service design for children's customer groups
In fact, the current children's market is very large, and many hotels do not consider children's customer groups when classifying customers.For the child customer group, what targeted and personalized service methods can catering and hotel companies design for customers?It is a form I designed for restaurants and hotels, that is, the personalized service design of restaurants and hotels for children customer groups.

Types of Customer Groups and Conventional Psychology

Child customers: like soft, digestible food, sweets

service method
Arrange a location that is convenient for access and does not disturb other customers; do not ignore children's food personality service during the service process.

1. Cribs, sleeping bags, child seats and bibs;
2. Disposable plastic cups and children's tableware can be provided for children to drink milk and juice
3. Kids menu
4. Children's pictorials for children to read
5. Help customers look after children
6. Tell fairy tales and give small gifts
Please Note
Pour drinks should not be too full, move fragile items out of children's reach, and should not place knives and forks in front of children First of all, we must understand the types of customers and their general psychology.For the child customer group, you need to know what kind of food they like to eat. They generally like to eat soft, digestible food and sweets.

Secondly, analyze what service methods can be used for children customer groups.When a child customer enters the restaurant, you can arrange for him a location that is convenient for him to come and go without disturbing other customers, that is, arrange a location where there are no other customers next to him.Because children customers sometimes affect other customers if they sit in the lobby.Also, in the process of serving, don't neglect children's food.What kinds of food are available for the children's customer group, and what do children like to eat? These can be based on the actual situation of the hotel or restaurant, and the service method for children's customers can be effectively designed.

Finally, personalized service content for children customer groups.Anyone who knows Haidilao knows that Haidilao has prepared baby cots, sleeping bags, child seats, bibs, egg custard, etc. in terms of personalized services for children.In this regard, Haidilao's service is very meticulous.If you observe carefully, you will find that Haidilao has long provided a personalized service for children customers, that is, an amusement park area has been designed in the waiting area.These are all personalized service content designed around the children's customer group.

So, how should you design personalized service for children customer groups?What personalized service content is included?Here I offer the following suggestions for reference.

First, provide cribs, sleeping bags, child seats, and bibs for children.

Second, design children's tableware for children's customers.You can provide disposable plastic cups for children to drink milk and juice, preferably with straws.

Third, if conditions permit, children's menus can be designed for children's customers.If you don't want to do a children's menu, you can also do a children's set meal, or let the staff know which dishes are suitable for children, etc.

Fourth, if there are many children in the hotel, you can provide some children's pictorials, so that children can read them whether they are waiting for a seat or after eating.

Fifth, design a babysitting service for children customers.If the customer is eating and the children are playing, the babysitting service can be used to help the customer take care of the children.

Sixth, when playing with children, you can tell fairy tales, or give some small gifts to children.For example, send cartoon toys to make him feel very comfortable.

You will think: "Why do we spend so much effort and energy designing personalized service methods for children's customer groups?" Because capturing the hearts of children is equivalent to capturing the hearts of adults.Only when children are well served will customers keep bringing their children to your restaurant.Because children may say every day: "I want to eat ××." Today's children will become adults in 2, 10, and 20 years.Slowly, he will also bring his children to your restaurant.Through continuous circulation, such customers become your loyal customers.What is a loyal customer?It is the second generation or even the third generation of customers of catering and hotel companies, and those who have followed your company all their lives.This is the best interpretation of the concept of loyalty.So you design personalized services for children based on this concept: as many second-generation and third-generation customers are cultivated, as many loyal customers are cultivated.

For example, McDonald's has cultivated many loyal customers.Among its customers, there are many children.As soon as they get to the door of McDonald's, they will stop because they want to eat McDonald's.Many children will even say when counting to 3: "Dad, I'm hungry, I want to eat McDonald's." You may say: "What delicious food does McDonald's have!" But children will think when they count to "3" Don't you feel weird eating McDonald's?It turns out that when "3" is turned over, it becomes a golden arch. No wonder children want to eat McDonald's when they count to "3".This means that the McDonald's brand and service methods have been deeply ingrained in the hearts of children.

So, for the child customer group, what kind of personalized service have you designed for them?As mentioned above, they are children today, and they will be adults in 2, 10, and 20 years. They will also bring their friends and children into your restaurant. Therefore, we must pay great attention to children.

2.Personalized service design for birthday party customer groups
Now let's take a look at the personalized service design for another customer group, that is, the birthday party customer group.I designed a table for your reference, you can re-do some design based on this.When it comes to customer groups for birthday parties, you will find that there are many in your hotel.So, how do you design personalized services for the customer groups of birthday parties?In fact, the positioning of restaurants and hotels is different, and the customer groups are also different. This table only lists the general format and provides a template. As for the specific service method and service content, you can personalize it according to the specific situation of the hotel or restaurant. service design.

Customer types and general psychology

Birthday banquet customers: festive, lively and affordable

service method
Understand the customer's situation, and provide targeted service and personalized service according to the customer's hobbies and requirements

1. Design and arrange personalized environment according to customer requirements, make and play PPT for customers
2. Present longevity noodles, and prepare a bouquet of birthday flowers or a unique birthday gift for customers
3. Take pictures for customers and make personalized birthday party DVD or album

4. Employees sing birthday songs for customers or perform restaurant specials, so that customers have a sense of home and unique feelings

5. On behalf of the restaurant, the waiter wishes the customer a happy birthday again

Please Note
Pay attention to customs/etiquette, avoid interruptions during meals, and record customers' birthdays and special requests and habits in the file.

First of all, you need to understand customer types and conventional psychology.Customers who hold birthday banquets, of course, like festive, lively and affordable.This is the general mentality of this type of customers.

Secondly, in terms of service methods, we must understand the needs of customers and provide targeted services in accordance with their needs and requirements.For example, how customers want or like to arrange, the background can be designed in a targeted manner.

Finally, let's take a look at the personalized service content for birthday party customer groups.In this regard, I devised five main points.

First, arrange a personalized environment according to the requirements of customers.For example, make and play relevant PPT for customers.If the customer says: "Can you make these old photos into a slideshow for me, and then play it live when the guests come?" It is normal for customers to ask for this.In fact, even if the customer does not make a request, you can also tailor a personalized environment for the customer after understanding the customer's background.

Second, for customers who celebrate birthdays in the store, some small gifts should be given to customers.Be sure to have a unique birthday gift, not just a birthday cake or a bouquet of flowers.It is necessary to understand what hobbies this customer has and what he needs most, so that he can design a gift with the characteristics of this hotel for him.

Third, take photos for customers and make personalized birthday party DVDs or photo albums.When taking pictures on the spot, be sure to create a warm and beautiful atmosphere.

Fourth, employees sing birthday songs for customers or perform special restaurant performances, so that customers have a sense of home and a unique feeling.Now many hotels will sing birthday songs for customers, or do some live performances.This is a feature, but my suggestion is that you can design some special service performances, even special dances and songs according to different scenes, customs, and restaurant characteristics, so that customers can feel different.I remember that a hotel in Jinan, Shandong prepared an allegro performance for the birthday of the customer, incorporating the customer's date of birth, name, and other basic information into the performance to make the customer feel happy and feel at home .

Fifth, on behalf of the restaurant, the waiter wishes the customer a happy birthday again.This is constantly creating a birthday atmosphere that makes customers feel warm.In Haidilao, many customers walk in every day, but if you are a birthday star, the waiters will sing birthday songs for you.What surprises you the most is that even the cleaning staff knows that it's your birthday.For example, when you walk through a certain area and meet a cleaner, he will stop and say, "Happy birthday to you." This is due to the internal transmission of information.So as a customer, you will find that if you celebrate your birthday today, you are the boss and star in this store, and everyone praises you, making you feel like "all the stars are holding the moon" and giving you the feeling of being the master. Feel.This is the atmosphere that Haidilao creates for birthday customers.Moreover, Haidilao will also send fruit plates to birthday customers, with "Happy Birthday" or other related blessings written on it.This reflects Haidilao's service attitude in carefully creating a birthday atmosphere for customers.

Here, I cannot share with you all the customer groups one by one, so I assign you a homework: according to the types of customers that restaurants or hotels often receive, how do you design personalized service content for customer groups in a targeted manner.

Every hotel or restaurant has many different customer groups. In addition to the children customer groups and birthday party customer groups mentioned above, there are many other customer groups.For example, elderly customers, female customers, official customers, business customers, as well as wedding banquets, teacher appreciation banquets, baby full moon banquets, and so on.For different banquets and different customer groups, what personalized services can you design for customers?You have to let employees know that not only for a certain person, but also for different customer groups to design different personalized services.

3.Carry out personalized service case seminars

In addition to doing a good job in personalized service for customer groups, we must also be good at carrying out personalized service case seminars or story sessions, and constantly motivate employees to do a good job in personalized service.In other words, you can conduct a weekly or monthly personalized service case seminar or story meeting for all employees to learn and refer to.For example, many hotels have appraisal activities for service stars, including smile stars and image stars.

You can carry out several service evaluation activities for personalized service in your hotel or restaurant, such as personalized service star, personalized service innovation design competition, etc.You can also hold a personalized service innovation design competition to see what good ideas employees have in this regard.This kind of activity can be carried out more, with only one purpose, which is to encourage employees to think more about what they should do in terms of personalized service, not just do a good job in daily service, but do a good job in routine service.

Therefore, if you want to improve the quality of your hotel or restaurant, then in terms of personalized service, you should allow employees to have new ideas, new ideas, and new designs.It can be said that motivating employees by holding activities such as case seminars or story meetings, so that everyone can communicate and learn from each other is a good way to innovate and personalize services.

Zhili Hotel attaches great importance to personalized service.I visited their backstage and found out that they have a wall called the personal service wall.

This wall shows the cases and stories of personalized services.There is some knowledge of how employees provide personalized services to customers, and there are also displays of related personalized items, such as the treasure chest service mentioned above.This hotel is also very meticulous.There are many different cases for employees to learn and refer to; there are also tools for employees to provide personalized services to customers, all of which are clear at a glance.For example, in the treasure chest of the Zhili Guild Hall, there are many items for customers, including golden throat lozenges, glasses cloth, moisturizer, universal charger, and silk stockings for women.

This shows that in terms of personalized service, Zhili Guild Hall has done a very meticulous job, pursuing perfection in details.Pay attention to details and provide personalized services from details.The personalized service wall of Zhili Hall is a good way to effectively motivate employees and let them learn from each other.

I think that in order to do a good job in personalized service, we must do the following three points.

One is to improve the customer files of the hotel, which requires employees to record the personalized information of customers at any time.

Second, in addition to providing personalized services for a certain customer, a template for personalized service for customer groups should also be designed for employees, so that employees can target different customer groups, such as elderly customer groups, children customer groups, business people customer groups , birthday banquet customer groups, etc. to provide personalized services.

The third is to carry out more personalized service seminars to encourage employees to do a good job in personalized service.Because personalized service does not depend on a single person to do a good job, but depends on all employees to learn together and work together to really do a good job.

(End of this chapter)