Key to a Happy Workplace Three steps to the happy workplace 1.Happy customers 2.Happy employees 3.Happy employers The Happy Customer Good customer service is all about bringing customers back. And about sending them away happy, happy enough to pass positive feedback about the restaurant to others. If you are a good waiter you will be able to sell anything to anyone. But it will be your approach to customer service that determines whether or not you’ll ever get the customer to come back. Here are a few points that will ensure that you are the best that you can be at all times. • Listen to your customer/fellow employees There is nothing more annoying then telling someone what you want or what your problem is and then discover that the person hasn’t been paying attention and then you will have to explain it again. Let your customer talk and show him that you are listening by making the appropriate responses, such as suggestive selling. • Be Helpful – even if there’s no immediate profit in it. Remember that even if you not serving the table today or going on lunch, but attending to the immediate needs of the company it will eventually pay off. • Trained staff Know all the key elements of your job on the palm of your hand • Take the extra step If there is a child at the table give the child some extra attention. The child will remember you and the parents are sure to return. Clean, neat, warm and correct food presentation will always bring a customer back. • Throw in something extra Make the customers experience in the store memorable. Make a statement. Remember you are not just a waiter or back of house staff member. You are sales person, you sell the product on the menu, you market the store and you have to make the customer remember the store. Write you please come again on the till slip. thank The happy employee Ask yourself the following questions • • • • • • • • • • • • Why am I here? Do I know what is expected of me at work? Am I capable of doing the job that’s required of me? Do I have the materials and equipment I need to do my work right? Does my supervisor, or someone at work, seem to care about me as a person? Is there someone at work who encourages my development? At work, do my opinions count? Are my co-workers committed to doing quality work? Do I have a best friend at work? Do you feel that you are the best that you can be? At work, have I had opportunities to grow? Do I have a good relationship with my boss? The happy employer What does my boss expect from me • To be the best that you can be at all times. • To be on time for work. • To be pro-active all the time. (Never walk past a dirty table or over dirt lying on the floor. Help in all the sections if needed) • Respect the company rules and procedures, respect the equipment, respect yourself and your co-workers. • Be a team player. • Leave your personal issues at home. • Prevention is better then cure, if you do have a customer complaint bring it to the managers attention immediately. How does it all come together • We all work as a chain, one can not function without the other one. If there’s a weak link in the chain the chain is bound to break and it will be detrimental to our business. • Everyone is here to perform a certain function from the customer that brings in the cash to every single staff member that performs the duty the customer pay’s for.. • Without the company there will be no place the customer can spend their money, without staff the company will not function and without the customer we will have no cash flow to pay the staff.. Four important words • Pride – In who you are and what you do • Passion – For the work you do • Commitment – Towards customers and the company • Respect – For yourself, your job and each other Company guidelines for dealing with a dissatisfied customer When a customer pays for a product, it is assumed that the product will be correct and as promised. Ideally the customer will be satisfied, and there will be no complaints. If there is a problem and the customer complains about it, your company should quickly listen to the complaint and solve the problem Always follow the following guidelines: B.L.A.S.T. • Believe • Yes, the customer may be lying and be incorrect about their situation. It is important to understand that your customer believes that they have been wronged • Listen • Stop and listen to your customer’s complaint. As soon as a customer starts to complain, we start to think of how we will respond to the accusation before we are done listening. Take a second relax and listen. On occasion a complaining customer will be rude, angry and use vulgar language. Stay calm and level headed at all times. • Apologize • Always apologize even if you did nothing wrong. From a customers perspective, they have reason to complain and expect an apology. It could be as simple as “I am really sorry we’ve inconvenienced your” or “I’m sorry I know how frustrating it is to receive the wrong order. • Satisfy • Make it right. Ask the customer “What can I do to make this right for you?” Be the judge of what is fair of course, but allow them the opportunity to feel empowered over the situation. Many times the problem can be taken care of on their next visit or that you will talk to the person who made the mistake and correct them. • Thank • At the beginning, at the end, in the middle it doesn’t matter, thank the customer for calling and complaining. • Why? With the simple act of complaining your customer is telling you “ I care about your business enough to bring to your attention that there is a problem” • After handling the complaint thank customer for giving you that second chance and letting you know that something in the restaurant didn’t work like it normally does and for giving you the chance to make it right and for the opportunity not to damage your reputation. Personal Hygiene Food Hygiene There are many levels of Hygiene but for today’s presentation we will only discuss: Personal Hygiene Food Hygiene Meaning of the word Hygiene (clip) What words do we associate with Hygiene * Cleanliness * Sanitation * Bacteria free * Spotlessness To be hygienic means to be clean on yourself on your equipment and your working tools Personal Hygiene Hygiene starts right at home. Personal hygiene is important as the bacteria we carry in and on our bodies can easily be transferred through our normal everyday actions. This means that we contaminate food that other people eat by little things like scratching our faces and then touching food. We need to understand how our own personal hygiene can affect other people’s health and how we can prevent making people sick. Key’s to personal hygiene (clip) Bathing Teeth Hair Uniform Cuts, burns and sores Bad habits Hands Big no - no’s on Personal Hygiene Whilst handling food you must not eat or chew gum, you’ll generate saliva that may get into food Never lick your fingers or blow on food or things that come into contact with food, for ex. bread bag’s Avoid touching your face and especially your nose, mouth or ears whilst handling food. If you do, wash your hands immediately Never cough or sneeze over food or food equipment If you need to blow your nose, do it away from food, using a paper tissue (not your apron) throw used paper tissues away immediately and do wash your hands straight away. Food Hygiene Food Hygiene Protecting food from risk of contamination, including harmful bacteria, poisons and foreign bodies Preventing any bacteria present from multiplying to an extent which would result in the illness of customers or the early spoilage of the food Destroying any harmful bacteria in the food by thorough cooking or processing The cost of poor hygiene Food poisoning outbreaks and sometimes death Food contamination and customer complaints Pest infestations Waste food due to spoilage The closure of food premises by local authority action Fines and costs of legal action taken because of contraventions in hygiene legislation, or because of the sale of unfit or unsatisfactory food Civil action taken by food poisoning sufferers; poor hygiene can result in food complaints, illness and fines Loss of production and food which has to be destroyed Decontamination, cleaning and replacement of damaged equipment All of the above factors will contribute to a lowering of profits. The benefits of good hygiene Satisfied customers, a good reputation and increased business Compliance with the law Increased shelf life of food Good working conditions, higher morale and lower staff turnover, which promote increased productivity All above factors will contribute to higher profits Food quality, preparation and presentation Basic guidelines to food quality • It’s not only up to the waitress to give good service, it is up to the whole store to ensure excellent service. • How do we do that? • Proper preparation and cooking of products • Proper plate presentation. Our food is advertised on the menu and the customer expects to get what he sees Proper plate presentation • There is nothing worse than to get a plate of food when it looks like the food was picked up from the floor and put on the plate. • Over cooked food looks like its been cooked the day before. • Over portioning and under portioning of food sends out the wrong message to the customers. The customer pays for the right portion of food. Under portioning of the food will leave customers unhappy and they will feel like they have been cheated. • Over portioning sends out the wrong message as the customer will always expect this portion of food at all Wimpy’s at all times. Proper cooking of products • There is a cooking chart in the grill area explaining the proper cooking times of products. • Temperatures of equipment is also essential as equipment that is too hot or cold will leave food either under or over cooked. • All steak, chops, lamb sausages and boerewors should be cooked on the chargrill and not on the griddle. Fish should only be cooked in the fish fryer. • The right milk for Premium Blend should be used and not milk out of the Urn. Steamed milk should not be used for Wimpy coffee. • Everything we do influences the taste of the food and will determine if the customer will return or not Wastage and stock rotation • Keeping stock wastage at a minimal without giving a customer a poor quality product is essential. • Stock rotation is essential as old stock should be sold before new stock. Should you prepare the new stock first the old stock is bound to go off and will be thrown away. • Last in first out rule applies at all times. Equipment Equipment The safe handling and cleaning of equipment is essential to our business. Without the proper equipment, that’s in working order all of the time, we will not be able to do our work properly It’s our responsibility to look after and care for our equipment at all times Equipment includes crockery and cutlery as well. Broken equipment The minute you realise that equipment is broken its your responsibility to report it immediately. There is an equipment report book where this should be written down The quicker you report it the quicker we can get it fixed. Failing to report broken equipment could lead to disciplinary procedures as the equipment we work with is very expensive and should be handled with the utmost care. Remember broken equipment can be dangerous to yourself and others around you. Cleaning equipment Equipment should be cleaned on a daily basis Equipment should not be cleaned during peak periods Equipment must be un plugged before cleaning Oil should never be left in equipment over night Ensure that all equipment is unplugged and switched off at main board over night. Company guidelines for dealing with a robbery Preventing a Robbery At least two staff should open and close the store Keep all doors and windows clear of signs and posters. Make direct eye contact with ever customer. This serves to improve customer service and most important it sends a message to those entering that they have been recognized. Keep low cash balance in the till handle cash carefully and cash up in secure area Be careful, most robbers are just as nervous as you Stay alert. Know who is in the store and where they are. Also be suspicious of activity outside the shop. If you see something suspicious, press the panic button immediately, rather safe then sorry Keep back doors locked at all times What to do during a robbery Remain calm. Press the panic button immediate There is no need to bring attention to the situation. To do so could cause the robber to panic and endanger lives. Cooperate. Robbers seldom hurt people who are willing to cooperate. Observe what the robber looks like and develop a mental picture so you can provide an accurate description Tell the robber about any possible surprises such as other employees who may be working at the back. Inform robber of any moves you have to make. What not to do during a robbery Never argue or fight with the robber. No amount of money is worth it. Don’t give chase or follow the robber. Don’t go into a panic, stay as calm as possible at all times. Don’t run out of the shop Don’t scream or shout at the robber Don’t make any sudden movements that could scare the robber What to do after a robbery Don’t move anything around. Leave everything as it is. Don’t clean up or touch anything Close the shop doors and lock them Phone the police Phone ambulance should any one got hurt Ask witnesses to stay until police arrives. If they unable to do so, write down their names, address and phone numbers. Write down a description of the robber including sex, race, height, weight, build, eye and hair colour, scars, tattoos, jewellery, age and clothing