How is Your Restaurant Being Perceived?

Posted on 01.02.14 in Customer Service , by

Do you know how your restaurant is being perceived? The image you think you’re creating and the image you’re actually portraying may be very different. You’re inside your restaurant each and every day. It’s often hard to see past the day to day operations in order to get a good look at what you’re doing right and wrong.

Perception is everything. If the perception in your community is that you have bad food, that’s reality. Whether it’s true or not, that’s the reality. This means you have to break through these obstacles to get people back into your restaurant.

So how do you find out how your restaurant is being perceived? Take a walk through your community. Ask people on the street if they’ve ever heard of your restaurant. If they answer ‘yes,’ then ask them what they think about it. Listening to their comments with an open mind may be an eye opening experience. It may also be exactly what you need to hear in order to take your restaurant to the next level.

Often, it’s the servers that have the most control over how your restaurant is being perceived. The way they greet the guests and the way they treat the guests throughout the time at the table is important. Servers who are rude or in a hurry can leave a lasting impression. The perception then becomes something along the lines of the fact you don’t care about the happiness of your guests – which can be the farthest from the truth.

Server training can go a long way in ensuring your restaurant is being perceived the way you want to be perceived. Talk to your servers about what they should and shouldn’t be doing with each table.

Take the time to get feedback from some of your guests. Then read all of the feedback to the servers. Often, servers don’t know they have done anything wrong until it’s pointed out to them. It is your responsibility as a restaurant manager to help them with the “Ah ha!” moment. Without that moment, they will continue acting as they always have – which can send your restaurant’s reviews into the toilet.

Watch Video on Restaurant Perception

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