4
Model the way. It’s a proven fact
that you serve better and sell
more in a clean restaurant. So if you
want your team to wipe down more
tables, keep countertop or display areas
consistently neat and dust-free, keep
glass and brass polished, or routinely
suggest appetizers, beverage or desserts,
you get there by exhibiting that same
behavior whenever or wherever you see
the need. Great companies do what the
boss does. Don’t walk past a problem or
you’ve approved it.
5
Build capacity then fill capacity. A
business generates more profit by
increasing either (1) customer traffic
or (2) the amount of money customers
spend. Sync all hiring, training and
marketing processes to support and
exceed guest expectations and revenue
targets. Nothing should be designed
exclusively for the efficiency of the
building or the menu or the team,
except as it relates to the customer.
Process and training builds capacity,
marketing and service fills capacity.
Align teams to a common purpose:
Servers must sell all that the kitchen can
make and the kitchen must make all
that the servers can sell.
6
Break the big thing into smaller
things. Service goals should be
budgeted every year along with sales
goals. Twenty percent fewer customer
complaints, five percent increase in
customer traffic, etc. And when you’re
framing a target, whether it’s service or
sales, remember that perspective is key.
For instance, whi