Being a speaker and consultant in our industry makes every trip to a restaurant a mini-investigation
draft. It is enlightening to see managers do their thing and then see the
employees, without the manager knowing, following the directions of their leader.
The manager of my local full service chain always seems to be busy, but never
interact with any guest other than a quick thank you on leaving. Don’t see the
Empty tea glasses, dirty tables, or checks waiting to be paid. On most express services,
Often times, the manager is likely “processing” people on the record (Next! Anything else?
Next!) Or working in the kitchen.
There is an old saying: “Always imitate the behavior of the winners”, and I would like to highlight
three winners that I have come across in my local area. They stand out and succeed for two reasons:
(1) the competition is not that great, and (2) they have great restaurants.
Chick-Fil-A, Founder’s Plaza, Flower Mound, Texas. Jason Driscoll’s philosophy?
Do everything you can to get the customer back. As with most CFAs, “It’s my pleasure.”
it is a common response to the customer rather than “No problem”. How about driving a
wrong customer order? That makes the difference! Keep it up, Jason!
CiCi’s Pizza, Founder’s Square, Flower Mound, Texas. I’m not sure if there is
something special in this mall with two big operators, but on my last visit
there Brian the manager not only did a check-back but also offered and refilled our drink
glasses. This action goes way beyond even generic full-service check-back and waaay.
beyond the quick service managers they compete with. Congratulations to Brian!
McDonald’s FM 407 in Lewisville, TX. The franchisee in this area has some nice units,
but on my last visit I saw Carlos, the manager, run the record and then do two uniques
things. The first guest was a mother with a small child in her arms. Carlos apologized and
He carried the tray to the table. Next, I asked him for some mustard that he had trouble locating. Hears
He apologized and let me know it would be brought to the table — which he did. That is
These managers make it possible and their actions encourage their employees to comply.
great service too. Do you think you have a great restaurant? The power is in those who are
learning, not those who have already learned. To quote Chris Eubank, “The largest room
in the world is the room for improvement “.