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Commandment No. 1 – Thou Shalt Serve with a Smile

Shep Hyken, contributing for Forbes, has a great article titled The Ten Commandments of Superior Customer Service. Hyken cites Dr. Willie Jolley as the developer of these commandments, which he summarizes in this piece. Let’s do a deeper dive on the first one: “Thou Shalt Serve with a Smile”. As Hyken…
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Everybody’s A Critic

A scant few years ago, the only reviews a local business would get were from friends who had been there, or perhaps a newspaper if you were lucky. Nowadays, however, all your customers are critics, and they have tools like Yelp, Trip Advisor, and Google Reviews to put their opinions…
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How Your Restaurant Can Escape Bad Word-of-Mouth

Earlier this month, Nancy Friedman wrote a wonderful piece for RunningRestaurants.com titled “Excellent Restaurant Customer Service Drives Loyalty”, which describes the importance of fixing bad experiences. As she explains, customers will tell many more people about a bad experience than they will about a good one: “Word-of-mouth and social media postings, good and…
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The Cycle of Service in Restaurants: Wrapping Up the Guest Visit

Today’s blog is based on the fantastic learning library at Service That Sells. This trove of online training resources is one of the best places you can visit to help develop the service, sales, and management skills of you and your employees. Visit their site to learn more about the Cycle of Service…
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The Cycle of Service in Restaurants: Generating Sales

Today’s blog is based on the fantastic learning library at Service That Sells. This trove of online training resources is one of the best places you can visit to help develop the service, sales, and management skills of you and your employees. Visit their site to learn more about the Cycle of…
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The Cycle of Service in Restaurants: Bussing Tables

Today’s blog is based on the fantastic learning library at Service That Sells. This trove of online training resources is one of the best places you can visit to help develop the service, sales, and management skills of you and your employees. Visit their site to learn more about the Cycle of Service…
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The Cycle of Service in Restaurants: Greeting and Seating

Today’s blog is based on the fantastic learning library at Service That Sells. This trove of online training resources is one of the best places you can visit to help develop the service, sales, and management skills of you and your employees. Visit their site to learn more about the Cycle of Service workshops. While…
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The Cycle of Service in Restaurants: Making Guest Feel Welcome

Today’s blog is based on the fantastic learning library at Service That Sells. This trove of online training resources is one of the best places you can visit to help develop the service, sales, and management skills of you and your employees. Visit their site to learn more about The Cycle of Service workshops. While…
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The Guest Model: Thank

Our favorite workflow acronym at The Brandt Group is GUEST. While the model has existed as a sales flowchart for quite a while now, we’ve tweaked it to amplify customer service over pure sales, which we believe will not only help win long-term loyalty from your customers but also ensure…
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