①, in the "walk-around management" to find problems

"Walk-around management" is the restaurant every day on duty must do the work. Restaurant every day to go to all corners of the restaurant and the staff, to understand the restaurant products, "walk-around" is a visible management. Often walk in the first line of business, both service operations can be found in the problem, the staff's spirit, the staff's attitude of the problem, the staff's efficiency of the problem, the correctness of the results of the service and the environmental equipment problems and so on. Also can provide face-to-face service and communication with guests, listen to guests' views and suggestions on the restaurant. That can communicate with the staff, talk to increase affinity, appeal, but also allows employees to put forward suggestions and ideas. The good performance of the staff to praise, give incentives, that is, let the staff feel the restaurant on their importance. And the restaurant service concept, corporate culture instilled in the staff, so that employees naturally accept the restaurant "focus on the guest" business philosophy, consciously do a good job, improve guest satisfaction.　

②, in the "experience of restaurant products" to find the problem

Work that is to be "mobile management" and regularly to experience the quality of their own restaurant products and services to buy products from the process, from which we found the quality of our products! Is not a decline in the process of our purchase of products is not a decline in the quality of service and other issues, timely detection, timely remedies to the repair, repair, processing, will nip the problem in the bud, will not affect the guests.

③, in the marketing visit to find problems

Work 50% of the time is doing marketing, marketing is the leader of the restaurant. To often lead the marketing team to marketing, in the results of marketing to the guest market optimization. To large customers from time to time, irregular field visits or telephone communication, to understand the needs of guests and our restaurant products and services to improve and strengthen the place.

④, in the "guest feedback form" to find the problem

From the "guest feedback form" we can find out what degree of customer satisfaction with our products? What do customers really think? What do customers appreciate about our services? What do customers dislike about us? What are the common complaints of customers? What kind of suggestions do customers make to improve our services?

Second, as managers how to improve customer satisfaction

1, in the catering industry we often call the customer God, food and clothing, friends, etc., but we have not understood the "customer" the true meaning. Only to understand the meaning of "customer", we can pay attention to customers, customers, customers. Only to understand why we need to improve customer satisfaction?

①, the customer is the intangible assets of the restaurant

Customers are mobile but also can be calculated, the flow of customers into loyal customers can be calculated. Loyal customers can give the restaurant many times and even life-long consumption, to the restaurant to bring lucrative income, so that the restaurant to survive and develop. Loyal customers into a flow of customers, the restaurant is difficult to survive Viking, the customer is a valuable asset of the restaurant, but also an important factor in the preservation and appreciation of the restaurant.

②, the customer is the restaurant's volunteer marketer

Customers in the restaurant experience a good product and good service, he will be obliged to his surroundings for publicity and recommendation, so that the restaurant in the market to form a good reputation, and vice versa, they get a poor product, but also to the market will have a negative impact and negative brand image. The empirical data of marketing tells us: 100 satisfied customers will bring 25 new customers, every customer complaint received means there are 20 more customers with the same feeling, the cost of getting a new customer is 5 times of the cost of keeping a satisfied customer; 60% of the new customers come from the recommendation of the existing customers, and in the dissatisfied customers, 4% will tell you the reason why they are dissatisfied and feel unhappy; 96% will turn away and 91% will not return. Customer survival rate increased by 5%, profits will follow the increase of 70%; service a customer will influence 25 people to produce the desire to buy and purchase behavior. Any advertising effect can not compare with the word-of-mouth effect, 80% of the profits generated by 20% of the customers. Therefore, the effective use of customer word of mouth, so as to form a relatively stable customer base for the restaurant.

③, the customer is the restaurant service and product monitors

Restaurant service and product quality is the need for supervision, then the restaurant managers can not be anywhere at any time, all the time to see the quality of the work of the staff and work attitude, and the customer is invariably assumed the role of the restaurant services and products of the monitors, if we usually maintain a good relationship with them, they found that the problem will be complained about, and will be relayed to the found problems. The problems found will be relayed to us, so that we really understand the needs of the guests, our products or services to understand the problem, timely adjustment of the restaurant's business strategy, improve management methods, to meet the needs and requirements of the guests.

④, the customer is the key to the survival and development of the restaurant

The only reason for the survival of the customer restaurant, even if your restaurant has the best products, if there is no guest is equal to zero. There is no industry in the world without customers can survive and develop.

5, the customer is a restaurant to reduce the cost of special drugs

Through sales and customers to establish a relationship is relatively tolerant, and to maintain the relationship and continue to create value from this relationship, it is necessary to provide customers with satisfactory service. It costs more to develop a new customer than it does to keep an existing one, so keep them. Remember, the "lifetime value" of a customer is much greater than a single sale. Keep your customers, they are your gold mine.

6, the customer has the right to choose, have the right to enjoy the service

Remember, the market economy today, the past "seller's market" to "buyer's market", we are not in the customer's only choice. If we did not or can not provide quality service, care for customers, then others are very happy to do for us. As long as the customer to provide quality service, he will be happy to do business with you.

⑦, the customer is to buy the value of the product and experience the value of the people

Customers have a wide range of knowledge, they are not in ignorance, consumption has been very mature, very rational, and learned to experience the economy. For customers: product quality means "what I get", and service quality means "how I get".

8, the customer is the restaurant to enhance the competitiveness of enterprises to increase business profits

The number of customers and restaurant performance is directly proportional to the customer is popularity, is the most important core competitiveness of the restaurant, the more customers, the more popular the more popular, there is wealth, the better the business, the competitiveness of the restaurant is also strengthened. 2, when we understand the "why do we need to Improve customer satisfaction" and "customer" meaning. We also need to understand the customer's expectations, what kind of service they need? Then we can go to the design of our services, the implementation of our services, regulation of our services.

①, guests want to see the need to be neat and beautiful

Customers to the restaurant, they hope that our restaurant from the hotel's store appearance, the peripheral environment, store items and facilities, staff appearance, restaurant atmosphere, restaurant products, items are placed in a neat and orderly restaurant environment to be clean and beautiful, the decoration should be exquisite and elegant; decorative arrangements to be the finishing touch to them! A good consumer environment. Guests recognize a hotel is often from the surface of the beginning, such as the hotel's appearance, countertops, walls, roofs, floors, faces, etc., thus forming the initial feeling of the hotel. Tidy, that is, neat and clean; beautiful, is a kind of beauty. It is the hotel environment, service atmosphere of the basic requirements, is the first visual impression of the guests. The current hotel industry is a lack of attention to this, such as some hotels on the outside walls of neon lights are often missing arms and legs, store all kinds of billboards lack of overall design, and the production of rough, and the hotel grade does not match; green plants, artwork placement lack of aesthetics, the hotel lack of various types of supplies positioning management, restaurants, meeting rooms to remove down the cutlery, utensils stacked in an orderly manner, service supplies, labor tools placed randomly; staff of the The washing and maintenance of the work clothes is not in place, affecting the mood and image of the hotel staff, but also affect the visual image of the guests.

②, guests want to use the necessary to rest assured that safety

Customers to the restaurant, they hope that our restaurant to provide the products and consumption of space is the quality of guaranteed, so that people can rest assured that there are no worries. Safety is the lowest level of the guest's needs. To protect the safety of guests, we must first ensure the safety of facilities and equipment, such as scientific and safe decoration design, perfect fire safety facilities, effective anti-theft devices, standardized equipment installation and so on. The current hotel industry has the following problems: the fire escape channel is closed or blocked, emergency safety evacuation signs are not installed in a standardized manner or out of order; guest room bathroom hot and cold water cage and guest room hot and cold air-conditioning switches reversed, bathroom bathtubs without non-slip mats, and so on. Secondly, we should ensure the safety of the service, such as scientific operating procedures, humanized service mode, respect for the privacy of guests, to ensure the privacy of the guest room. At present, some of China's hotel guest room operating procedures, water cups and other supplies in the guest room cleaning regulations, it is difficult to reassure the guests of the sense of security; reception and guest rooms casually live guests information to inform the visiting guests.

③, guests want to use the necessary is complete and effective

Effective is the core demand for hotel services. Hotel service is effective, the first performance for the effective facilities and equipment. This requires the hotel's functional layout to be reasonable, facilities to support, equipment to be intact, running to normal, easy to use. Currently, there are some problems in the hotel industry as follows: poor ventilation system in the restaurant; poor sound insulation in the guest rooms; noisy and ineffective ventilation fan in the bathroom; defects in the water and sewage system in the guest rooms and bathrooms, such as the following water is not smooth and the water flow from the washbasin head is too fast, "Do Not Disturb" and "Clean Quickly" indicator lights. Do not disturb", "please clean quickly" indicator is often unintentionally displayed, the TV channel set up no rules, and there are heavy stations and empty station phenomenon, followed by the effective performance of the service program. This requires that the hotel service program should be set up in place, the arrangement of service time should be reasonable, the design of the service program should be scientific, the choice of service mode should be appropriate, the development of service standards should be appropriate, the service skills of the staff should be skilled.

④, guests want to use the necessary is clean and sanitary

Customers to the restaurant, they use our restaurant, guest room supplies, often worried about the state of health, in the restaurant they will worry about the restaurant supplies hundreds of thousands of people repeated use, the health is not hygienic, the restaurant has not been cleaned and dry, there is no disinfection. Will there be flies, hair, sand, etc. in the dishes and rice produced by the restaurant? In the guest room, they will worry about whether the sheets are cleaned and dry, whether there are stains, whether there are hairs and foreign objects in the quilt. They demand cleanliness and hygiene.

⑤, guests want to experience the need to be happy and comfortable

Restaurant is the scene of guest services, neat and uniform, beautiful internal environment will make the hotel guests happy, pleasing to the eye. Restaurant walls, floors, ceilings, furnishings for decoration and furnishings, should be neat, clean. Harmonization. The restaurant's internal environment is clean and tidy. Neat, hygienic, comfortable. Waiters appear in front of guests should be perfect. Waiter's service performance, image and language, skills should be harmonized. Infect guests with perfect service. Create a relaxed, pleasant atmosphere, so that guests have a pleasant, comfortable feeling, so that the occurrence of the guest's consumer behavior is spent in happy and comfortable.

6, the guests hope that the service must be fast and efficient

Whether the front desk check-in, or restaurant dining, room service, too long to let the guests wait, will make our service greatly reduced, and even suffered guest complaints. Each stay in the restaurant to enjoy the services of the guests, we hope that the restaurant services standardized, efficient, fast. Guests go out to visit relatives and travel, meetings, business is often fast-paced, from the heart, they hope that all services provided by the restaurant must be efficient, fast and accurate. Not efficient service, for the guests is not standardized service, for the guests is to lose the value of the service; not fast service, for the guests is a failure of the service. 99% of the guests want to stay in his star-rated restaurant to provide their own service is fast and efficient.

⑦, guests hope that the service must be kind and polite

Customers to the restaurant, they want to be welcome. Employee's face with a smile, kind and polite. Smile service, but also to have a heartfelt enthusiasm for the guests, with a friendly, cordial gaze, cordial and polite in the service. The use of service language, polite address to the guests; guests to enter the welcome language; meet with the guests to have greetings; remind the guests to care for the language; guests call to answer the language; get the guests to pay assistance or understanding to have to thank the language; guests to us to thank the language; due to our lack of conditions or negligence, to the guests bring trouble to the language of apology, the guests in a hurry or feel difficult to comfort in time; guests leave the store to comfort in time; guests to the store to thank the language; due to our lack of conditions or negligence, to the guests bring trouble to the language, the guests anxious or feel difficult to comfort in time; guests to the store to leave the language, to the language. When the guests are anxious or feel difficult to comfort in time; guests should have a farewell when leaving the store. Secondly, we must pay attention to artistry and flexibility. Do not rigidly move with polite language, the lack of emotional color, that will make the guests feel hard, not to achieve the effect of friendly service.

8, the guests hope that the service must be patient and considerate

catering industry, the guests should be respected, caring, considerate in the first place, and throughout the service. See the guests when the cordial greetings, smiles, courtesy services, etc., everywhere to give customers respect, care, consideration. Every guest who stays in the restaurant wants to get the restaurant service staff and management staff to honor and respect them. In the event that they encounter difficulties, feel confused, can be concerned about and help, encountered physical discomfort and misfortune, can be loved ones like considerations, greetings and assistance. To meet the guests respected, cared for psychological needs, patient and thoughtful care for guests, considerate guests is the restaurant to retain old customers, attract new customers, improve customer satisfaction.