22. HOW TO EXCEED CUSTOMER EXPECTATIONS | 3 tips to get more restaurant 5 star reviews

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// WHO:


Hengam Stanfield is the co-owner of two restaurants in San
Antonio alongside his husband Matt. Their background is in
engineering.   They tripled their restaurant sales in
less than 5 years with 0 prior restaurant experience.


They believe every restaurateur deserves owning a
restaurant that does not own them. 


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// TODAY’S EPISODE:


 Let's start talking about the 3 tips on how you can
more likely to have 5 stars reviews  


You got to exceed the expectation!


HOW TO EXCEED CUSTOMERS EXPECTATION: 


 1. IMPROVE YOUR SPEED OF SERVICE
The faster the food is served the better! People are busy.
 Your team must know the standards of Speed of service.
That’s a simple way of exceeding expectation!  


2. OVERLY FRIENDLY SERVICE


Greeting and farewelling in an OVERLY friendly service way is
something you can train your servers. Have got to train your
people on this and daily emphasize how important it is!  


3. CLEANLINESS


Cleanliness doesn't mean fancy stuff or beautiful decor. This
isn’t about fancy decor! People notice cleanliness! Have cleaning
checklists and hold your team accountable. 


Now, 3 ways to get MORE reviews! 


1. Ask for it!  


You can ask indirect the customers like use stickers or something
you can post on your 4 sides of Wall saying something like “it
would mean the world if you’d take 5 minutes and leave us a
review”. You can use your Website or write something under your
receipt saying the same thing.n And on the other side: Yelp and
etc logos and says “Would you please leave us a review?” “It
would help us out?!” 


 2. INCENTIVE THE CUSTOMERS 


 This might not give you a 5 stars reviews but you will get
more reviews and this is how we do it.  Where I make sure I
can hit the different points I want to say in my response to our
customers.   For a positive review make communication
of saying thank you to them. Email them like you want something
to send them to thank you certificate of a little thank you
gifts. And for a negative side, it is also the same as we want to
make things right we would like to send you a gift certificate
and hopes you give us another opportunity please email us.  


3. INCENTIVE THE TEAM


One of the things we do is to have a nameplate for our
team. A lot of times even good or bad reviews the customers will
remember the name of the server. So you will know who was it, who
did it and what was it.