Is the customer experience “Awesome” at your business? Do your
customers wait outside your business to get in?
First Watch restaurant began
serving breakfast and lunch in 1983 from 7am to 2:30 pm and is privately owned
and has franchises. In 2015 there were 153 franchise restaurants in 18 states.
Last weekend my husband and I met our family for breakfast at First Watch at 9
am in Newport News, VA. It was our fifth time at First Watch. We put our name
on a wait list where there were thirty-one people in front of us in an already
packed restaurant with happy customers eating breakfast. They had coffee set up
for folks waiting to get in and several chairs and coaches to sit on.
With the thirty-one-people
waiting, the wait staff used military precision to put the tables together and
get the first twenty-five people seated and waited on, and then the other
groups. They were prepared and did not leave anything to chance. They practiced
and rehearsed to address these issues multiple times and were ready as their
guests finished eating to immediately clean and reset the tables and get the
new guests seated.
Twenty-five servicemen were a
head of us. They were seated at 4 tables the staff quickly put together with
silverware glasses, etc. They were then seated. Two waiters walked around and
took orders. Meanwhile another party of six was also set up and were led to
their table. Then it was our turn. We were seated by 9:15am and led to our
table. The hostess saw the food on the chairs and went and got a soapy rag to
clean it off.
We sat down and the table was
set with everything you can think of. The energetic waiter came over with a
smile and asked what beverages we wanted and also took our order for omelets,
pancakes with vegetables and fruit. Our beverages arrived a few minutes later.
Our waiter put a fresh pot of coffee and a pot of decaf on the table. Another
waiter came by with a pitcher of water. Fifteen minutes later our hot breakfast
arrived even though the restaurant continued to fill up with many waiting to be
seated and served.
Every few minutes the waiter
came by to check on us and asked if we wanted more coffee, juice, or any other
beverages and asked how the food was.
Next to our table the customers
had left and a different waiter cleared the table, wiped it off, and another
brought clean silver ware, napkins, and cups.
First Watch’s wait staff cared
and wanted to do a good job! The service staff was well “rehearsed and
attentive” to details like a choreographed ballet. Everything was intentional.
Nothing was left to chance.
What three things did the First Watch waiters
and waitresses do to give an "awesome customer experience" to their customers?
1) The waiters and waitresses
had a positive attitude, smiled at their customers, and worked quickly and
efficiently.
2) The wait staff immediately
removed the dirty dishes after their customers left the table, then wiped the
table, and set up the table with everything their customers needed.
3) Waiters /waitresses worked
as a team. One brought a pitcher of ice tea or water; another brought coffee,
another soda, another brought the food. Next to our table the customers had
left and a different waiter cleared the table and cleaned it off, another
brought the silver ware, napkins, and cups.
Don’t leave your customer
service to chance. Plan your customer service expectations in advance and
rehearse how you want it to be done with your staff. Your standards for hiring
are clear.
What three traits do you look for in your
employees?
1) You hire staff who have a
proven track record for positive attitudes, are energetic, and are effective
communicators who are passionate about the products you sell.
2) You hire staff that have a
good work ethic (show up on time), are patient, and listen to what their
customers need and want, and they work efficiently and pay attention to the
details.
3) Your staff have a leadership
service attitude, work well as a team with military precision, and are willing
to pitch in when the need arises just as the hostess was willing to clean off
the food on the chairs.
Where do you find your employees?
Keep your eyes and ears open
for excellent team members for your business. Look for new opportunities.
First Watch gives us an "Awesome Customer Experience” every time we visit and always has a line of people waiting to get in. By
following First Watch’s model and rehearsing and practicing with your team
members, your business will give your customers an "awesome customer experience" too!
Madeline Frank, Ph.D. is an
Amazon.com Best Selling Author, speaker, business owner, teacher, conductor,
and concert artist. She helps businesses and organizations “Tune Up their
Business”. Her observations show you the blue prints necessary to improve and
keep your business successful. Her latest book “Leadership On A Shoestring
Budget” is available everywhere books are sold. If you need a speaker contact
Madeline at: mfrankviola@gmail.com