“Attitude is everything” is a phrase we have all heard. How often is it put into practice at your restaurant? A recent study shared by Bob Pacanovsky of Robert J. – Training & Design© looked at why guests “quit” their restaurant:
• 1 % die
• 3% move away
• 14% are dissatisfied with the product
• 9% leave because of competitive reasons
That leaves 73% of guests who “quit” because of an attitude of indifference from staff.
The good news in these results is that you have a say in how you teach your staff to treat guests. A healthy company culture improves your company’s customer service, which in turn helps employee retention and productivity, and business quality and reputation.