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  • Customer Service Tips – How to Handle Irate Customers

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    Are you ready to learn how to keep every guest happy? It starts with making sure that your managers are thoroughly trained in every position within your restaurant. They need to know all the jobs, so they can step in if someone calls off sick, or if sales are higher than expected.

    The manager needs to be highly trained in excellent customer service. This type of service is called “wow” service because your customers will say “Wow!” about their experience at your restaurant.

    One way to easily accomplish that “wow” experience is simply by telling your managers that every time they are in direct contact with any guest, that they are smiling, being friendly and attentive to the guests. If a famous person was coming to your restaurant, how would you treat that person? Every guest should be receive that same VIP treatment.

    In case of a dissatisfied, angry, or irate customers, we recommend applying the GLAD technique. This will dramatically decrease customer related matters, and lead to customer recovery.

    What is the GLAD Technique?

    1. Go to the guest
    2. Listen carefully to the guest
    3. Apologize to the guest
    4. Do what it takes to solve the problem

    When approaching the upset customer, always shows genuine concern. It is important to listen to the guest without cutting them off. Make sure that you take the time to fully understand their concerns. Remain calm. Responding to anger in a calm manner may help reduce the person’s anxiety. Don’t be fake, be real.

    Always apologize to the guest, even if the customer is wrong. Even when you are certain the person is wrong, go with the mindset that the person is right. Never offer excuses as to why the problem occurred, but offer solutions instead.

    Solutions will vary depending on the complaint and the circumstances. Offer a solution and ask if this will meet the customer’s needs. Go above and beyond. Remember, one angry customer leads to other lost customers. Keep in mind that for each customer you lose, you will lose 11 customers within the next few weeks. That number will compound because those 11 people will also repeat what they heard from the first customer. Ultimately you could be losing hundreds of customers because of one dissatisfied customer. If the matter is serious, you could even lose your restaurant’s reputation, and the restaurant could end up being shut down.

    Every customer that leaves your restaurant tells family, friends and co-workers about the experience at your restaurant. If the experience was mediocre they won’t say anything, but if it was very good experience at your restaurant they will tell others. If it was a negative experience and they walked out dissatisfied, then the reputation of your restaurant will be impacted. Negative feedback from your customers could mean the end of your business. Don’t underestimate the power of the word-of-mouth effect. Word-of-mouth will work with you or against you depending on the guest’s experience.

    Do you really want to lose business because of customer complaints? Teaching effective customer service techniques to your managers and staff should be at the top of your to-do list.

    Teach your managers to be proactive in preventing customer related matters. Manager presence in the dining room is a wonderful path to reduce customer complaints. The manager should spend at least 80% of his/her time in the dining room, and only 10% in the manager’s office.

    The manager also needs to physically approach each customer’s table to ensure that WOW guest service is in effect. The manager also needs to learn how to detect negative body language and how to express positive body language.

    How do customers show their dissatisfaction with their body language?

    • When you are in direct eye-to-eye contact, you can witness the anger in the customer’s eyes.

    • Seeing untouched food, especially when everybody at the table ate their food, except the one customer who barely touched his or her food.

    • The manager asks the customer, “So how was your meal and service tonight?” The customer replies, “It’s okay”. If the customer was fully satisfied with both the service and the meal they may say it was “terrific” or “great,” not just “okay.”

    • When you look at a guest and you get an uncomfortable “gut” feeling, act on that feeling.

    • You see a customer looking around as though they want someone to help them. You may even see them glaring at a server speaking with other customers.

    What is your body language saying?

    • Always use direct eye contact when talking to your guests. Never look away while you are talking to your guest. Looking away gives the impression that you are not interested in what the other person has to say.

    • Never cross your arms when talking to guests, this could be interpreted as shutting them out or anger.

    • Never roll your eyes, as this is very disrespectful and it appears that you are belittling their concerns.

    • Constantly listen to the guest even if they are angry. It may help to allow the person to vent their anger. Always acknowledge their feelings.

    • Ask the customer what would improve the visit to your restaurant.

    What do you do with Moody Customers?

    This is your opportunity to turn around the customer’s mood from a bad to good. Make certain that you are on top of things and pay attention to details. If you have any concerns about their experience, you may even offer the table a free appetizer or dessert. It may seem like you are losing money by “giving away” food or “discounting” their meals; however, you will lose more money from each lost customer than you will for that one food item or meal. If you successfully turn things around, then you may create repeat business. Kindness and consideration of their needs will often overcome their anger.

    A wise person said, “How you handle positive feedback is important, but it is more important to know how to handle negative feedback.” Make sure you tell the customers that you appreciate the fact that they took the time to tell you about their experience. Don’t make excuses, instead find solutions. Don’t disagree with the customer, even if you know the guest is wrong.

    If you don’t learn from your mistakes, you are doomed to repeat them again and again.

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    Source by Donna Schim

    Views: 0

  • 8 Restaurant Style Indian Food Recipes

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    We all want to know the secret behind those delicious dishes served at Indian restaurants. But most of us feel pretty reluctant to try those recipes at home. We have got for you 8 restaurant style Indian food recipes that are super easy to make at home. With these recipes, you’ll be able to recreate all of those Indian restaurant favorites without stepping out of the house. These restaurant style Indian dishes does not require long cooking hours and taste super good. All you need to do is follow these Indian food recipes to the tee.

    1) Dal Makhani – You will be surprised to know that it is very easy to make restaurant style Dal makhani at home. And the one prepared at home is not overtly loaded with cream and artificial flavors. This dal makhani recipe yield perfectly creamy, thick and luscious dal without spending hours near the gas stove. Serve it with home style lachha paratha or naan for a complete Punjabi restaurant style meal.

    2) Paneer Pasanda – Paneer Pasanda is one of the most popular vegetarian Indian dishes served in the restaurants. It is a rich Paneer gravy adored by everyone who taste it for the first time. It is not that difficult to make restaurant style Paneer Pasanda at home. And once you excel this recipe you will never go back to that artificially colored confusing paneer gravy served at the restaurants.

    3) Chicken Do Pyaza – A stunner of a recipes, this one gets all the Punjabi flavors just right. Chicken do pyaza is prepared with loads of onion. The sweetness of the onion and the heat of the spices create a finger-licking good combination of flavors. It is perfect dish for the food lovers who love to relish spicy curries. Chicken Do Pyaza can be enjoyed with jeera rice, lachha paratha or tandoori roti.

    4) Soya Chaap Tikka Masala – Nowadays, many restaurants serve vegetarian tikka masala which is prepared with soya chaap. The soya chaap or the mock meat prepared with soya is a great meaty substitute for the vegetarian lovers. This soya chaap tikka masala can give tough fight to the chicken tikka masala served at the restaurants. If you don’t believe me, just try this recipe once. For anyone who is a vegetarian, curry lover and is bored of paneer tikka masala – this is a must try recipe.

    5) Butter Chicken – No talk about the Indian restaurant food is complete without butter chicken. And all the chicken lovers must have a foolproof butter chicken recipe under their sleeve. What I like most about this butter chicken recipe is that get ready in just 30 minutes. It has a simple ingredient list to follow, a precise cooking method and does not require hours of beforehand preparation. Don’t forget to serve butter chicken with butter naan for a complete indulgent meal.

    6) Kadhai Paneer – Kadhai Paneer is one of the popular paneer dishes to order while eating out at any Punjabi restaurant in North India. Why? Because it is full of flavors and compliments almost all the Indian breads perfectly. What if I tell you now you can make restaurant style Kadhai Paneer at home. That too in less than 30 minutes. This kadhai paneer recipe is quite straightforward which makes it all the more easier for you to win numerous accolades from whoever tastes it.

    7) Pineapple Raita – Sweet and savory pineapple raita is one of the most common side-dish served with the Indian curries at the restaurants. The chilled pineapple raita helps to cool down the heat of the spices in the curry. It is a soothing change for the taste buds too. Now you can make the best pineapple raita at home with this simple recipe. And ever since I have started making pineapple raita at home it has become an everyday affair.

    8) Naan – Whether it is rich and spicy meat curries or light and hearty vegetarian dishes Naan is one bread which humbly compliments all. No Indian meal at any restaurant is complete without some naan. To make soft and pillowy Naan at home is not a big deal. This naan recipe does not even require yeast. And the best part making naan at home is you can make them whenever you want and serve piping hot.

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    Source by Sneha Kapoor

    Views: 0

  • 5 Tips for Dating Slavic Women

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    Depending on how young is the lady you fancy and where she had grown up (in a western country or somewhere in Russia, Belarus, or Ukraine), she will behave more or less like the typical Slavic woman. Girls who grew up in western countries may behave similar to western females. But if she finished school in countries of the post-USSR, then she definitely will have some specific expectations that you need to take in consideration in your approach.

    1. Dress up.

    A well dressed man is a pleasant sight for most females. But Slavic women dating rule book has a special place for an elegant man, as Russian, Ukrainian ladies love to dress up themselves. If you look sloppy, she will not feel comfortable and may decide you are not a suitable match. Wearing a jacket, nice pants, and a collared shirt with laced-up shoes will make you look more attractive for women of Slavic origin.

    2. Bring flowers.

    Most westerners think it’s too much to give a woman flowers on the first date. But if a woman is from the former USSR, she expects it as a necessary gesture of adherence to the polite courtship ritual (as opposed to a guy simply trying to pick her up). FSU dating culture still insists on a man bringing a bouquet for a lady on the first date, or she will think you do not respect her. How do you find out if the Slavic girl you have a date with expects flowers from a man? Ask her if she likes flowers. If she says, “Of course!”, then ask her what kind of flowers she likes. If she can give you an instant answer, she is definitely into the “flower dating culture” and you are safe to bring a bunch of pretty blossoms. (Sure, if she says she doesn’t like flowers, no need to do it.)

    3. Court her.

    Courting means looking after your girl on a date as if she was a dainty lady: Open doors, move chairs, offer your hand when she exits a car, hold her coat for her to slip in. Things that gentlemen used to do for their ladies in 1950s. (Ask your grandmother if you struggle to understand what it’s all about.) These little gestures are still in vogue among Slavic girls and she will be really impressed, as most westerners don’t do it. That’s a sure way to separate yourself from all the other guys trying to woo her.

    4. Make decisions.

    Every Slavic girl wants to meet a “real man”. What does she mean by that? Someone who is decisive and confident. This means, book a restaurant (you can even find a good Russian restaurant, she will approve), decide what you do before and after, ask what she is going to eat prior the waiter coming and order for her, and so on. She wants to feel that she can simply relax and rely on you. That’s what Slavic women seek in a partner.

    5. Pick the bill.

    If you offer to split expenses, this will be the last time you see your Slavic girl. In Russia and Ukraine, men still pay for dates -moreover, a Russian guy would feel insulted if a woman offered to go halves, as if she thought he wasn’t a “real man”.

    If you follow these 5 easy tips, your dates with Slavic ladies will definitely go smoother.

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    Source by Elena Petrova

    Views: 0

  • Will You Marry Me? Four Simple Little Words, That Mean So Much

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    Since my social gathering, thoughts took me back my own marriage proposal, some 16 years ago. I had imagined how it might unfold; we had talked about marriage and family, so I knew it would arise at some point. Would it be full of romance, flowers, a candle-lit dinner and my future husband down on one knee, eloquently pledging his undying love for me! Well, not exactly – after a drunken evening in a local nightclub, you know the ones, with sticky ‘beer soaked’ carpets and dated disco tunes; he turned around to me and said ‘How about it then, shall we get married? Not the dreamy scene I had hoped for, but of course, I said ‘yes’ and we have been happily married with 2 children and a dog for the last 14 years.

    How many of us wait in anticipation for our partners to pop “the question?” Then are disappointed when either, it never happens or when it does, it doesn’t live up to our own expectations. Dreams of being whisked off to a secret exotic location, a special evening in the finest restaurant, and then finally having plucked up the courage to ask, and in front of an unsuspecting audience, your companion is down on one knee saying the words you have been waiting for.

    I have to tell you, although you might not believe me, this type of scenario does happen in real life. The friend that caught the bouquet had a marriage proposal that could have been taken from a film set.

    It started with a mystery holiday that had been planned as a birthday treat, she had no idea of where she was going and was told to pack for warm, sunny weather. The destination was the Greek island of Santorini, staying in a lovely hotel with magnificent sea views.

    A carefully planned romantic walk, where a ‘sea view’ table and a bottle of chilled Moet awaited them to watch the sunset. Along their ocean saunter, a detour to a traditional greek church with white washed exterior and striking blue dome, as my friend finished taking numerous photographs, she turned round to be presented with a handmade puzzle!

    I sure you can guess what came next, when she placed the puzzle pieces together, those simple four words appeared in front of her and her man, down of one knee, offering her the ‘sexiest’ (her words, not mine) engagement ring she had ever seen. Don’t be surprised when I tell you that, not only did my friend’s thoughtful fiancée plan the mystery trip, sea views and romantic proposal, he also designed and arranged for the ring to be handmade with her birthstone!

    Other marriage proposal stories have floated past my ears over the last few years. One in particular, a tale of a treasure hunt, constructed from cryptic clues sending the hopeful lady on an adventure to a hidden destination. Upon arrival, a small Silver love letter necklace with a delicately engraved letter inside – Will you marry me? An engagement ring placed on a finger and another couple betrothed to each other.

    I am full of admiration for imaginative partners that take the time to plan a proposal, complete with surprises, mystery and the odd glass of champagne. Not everyone needs to go to these lengths and as long as the sentiments of the words are truly felt, then any proposal is a special moment. Regardless of how a marriage proposal is planned or not, from my ‘sticky carpet’ moment in the local nightclub or my friend’s Shirley Valentine meets Mamma Mia adventure on the island of Santorini, with marriage statistics as an all time low, isn’t it all about being asked those simple 4 words and living in happily ever after – with the perfect Engagement ring of course!

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    Source by Claire L Bentley

    Views: 0

  • Book Summary: The Millionaire Messenger: Make a Difference and a Fortune Sharing by Brendon Burchard

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    I read this book sitting in a Thai food restaurant on the Oregon coast. The food was outstanding and what was very interesting was the fact that at the cash register there was a book and DVD set talking about going to college for free. The author was a young guy who graduated from Harvard. The whole book series was designed to show college students and parents how to find money to pay for college. Come to find out the author was the restaurant owner’s son. This is a classic example of the Millionaire Messenger in action.

    Why is this important to me?

    I am not doing this summary to waste your time. It is my vision to provide concise action steps that you can adopt right now to enhance your life. The best way to financial freedom is through a business. Now most people cannot simply quit their jobs and to start a new business. Typically you need to work your job and your new business until you have enough sustainable revenue to take your business full time. The Expert Industry is a caring community of people who share their advice and knowledge with the world and get paid for it.

    You may be thinking I am not an expert in anything. This mindset has everything to do with Self-Esteem & Self-Confidence. Brendon addresses these concerns in the book. Think about this – every person has a unique finger print and unique life experiences. Those experiences with additional research can yield you an expert.

    I want to start with a potential example of being an expert in something. I have a good friend of mine that has been doing cement work for over 20 years. He does this with his four brothers. He does not think of himself as an expert. Have you ever considered how successful Home Depot is as business? They cater to the do it yourself community. My friend could simply film different cement jobs and sell them as a do it yourself venture. It would look like this:

    1. Create simple how to videos on the basics and give them away for free.

    2. Create a deeper video series on how to do a full patio, sidewalk or stairs and sell it with a checklist manual.

    3. Offer paid for consulting for job layouts with customers.

    4. Take high priced large concrete jobs that are above the do it yourself community and name your price.

    This is a simple example of releasing 100 years of combined cement expertise that could easily be parlayed into a seven figure business model.

    The Millionaire Messenger is packed with great how to advice. For the sake of time, I am going to chat about the 9 reasons you should consider unlocking your knowledge and passion in the expert business.

    1. Your work is based entirely on your passion and knowledge. This is really important because it no longer seems like work when you wake up each morning doing what you love.

    2. Relating and Creating – Your work activities center around gaining trust and relating to your audience as well as creating useful content that add real value to their lives.

    3. Anytime / Anywhere – Creating information how to products allows you the comfort of working on your schedule from anywhere. I can tell you from personal experience that setting up your business to do this one great step toward personal freedom.

    4. Work with who you want – This is a big deal because stress statistics show that stress related illness is interconnected with who you work with or bad working relationships in general.

    5. Promotions based on promos – The amount of money you make is directly related to the promotional efforts you put into marketing your content. This is all up to you and your work ethic.

    6. Pay equals value – This is the strongest and most relevant point in the book. If you deliver great value, people will pay you for it and you can decide what to charge. You are not trading hours of your life for dollars.

    7. Small Teams – You do not need a big team to do this. You can outsource several of these steps so that your payroll does not spiral out of control. There are information marketers that make millions of dollars a year with very little staff.

    8. Tools are cheap – Technology today really is cheap. There are so many excellent software packages that are free that you can craft your whole infrastructure for next to nothing.

    9. Financial Income can beat that of other industries. There are six ways to market your stuff and each has a different price point. The best business models are summed up in one phrase – “one to many”. Creating something once and selling it over and over is the true key to unlocking the wealth puzzle.

    The Millionaire Messenger is a good book that will give you the direction you need and the questions required to get you on the path to personal wealth and freedom.

    I hope you have found this short summary useful. The key to any new idea is to work it into your daily routine until it becomes habit. Habits form in as little as 21 days. One thing you can take away from this book is one to many. When crafting your business model or tweaking an existing model, remember to leverage the power of “one to many.” In our software business, we create a software module once and sell it many times. This is how Microsoft and Oracle generate billions of dollars each year.

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    Source by Joe Mosed

    Views: 0

  • 5 Reasons to Be in the Restaurant Business

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    Restaurants can be found in almost everywhere that you may go and this is proof that this kind of business is really good. Every once in while, someone makes a decision to open up a restaurant for whatever reasons he/she has. There are evidently many reasons why people choose to open such business and you do not need to have the same reasons. You just have to evaluate what you want and to help you out, here are 5 reasons why you should be in the restaurant business.

    The fact that all people need to eat is one of the main reasons why you should be in the restaurant business. People can actually cook their foods on their own at home but sometimes there are people who choose to eat in a restaurant, the busy people in particular. Because they do not have enough time to cook at home, they prefer to go out and eat. In addition, during special occasions or events, there are people who choose to celebrate in a place other than their home and they want to taste different types of foods.

    Considering the fact that people need to eat, somehow you can be assured that the chance of your business to become a failure is smaller and this is another reason why you should be in a restaurant business. As long as you know what the people want and what they are looking for, you are going to be just fine. You just have to be creative and imaginative when it comes to the foods that you are going to prepare. If you want a lot of people to come to your place, then you need to come up with something new, unique and delicious. With this, you can surely keep the people coming to your place.

    If you love to cook a large variety of foods, then a restaurant business is going to be great for you. Although starting up this kind of business does not really require you to be someone who loves to cook, it’s definitely better if you do. When you are doing something that you really love, then the results/outcome would be better than doing something that you do not have that much interest in.

    Having a place where a lot of people pass by every single day is another sign that you should start-up a restaurant business together with your passion for cooking. If you have a really good place that’s accessible, many people would instantly know that your business exists and this means that you do not need to spend too much money for advertisements.

    And of course, money is the last reason why you need to be in a restaurant business. Along with all the reasons stated above, if you have enough funds to open up a restaurant, then you should go ahead with starting up your own.

    However, if you feel that you are not really interested in this kind of business, that’s the time when you can look into other options available.

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    Source by Mabel Miles

    Views: 0