First, understand the psychology of customers waiting:

First, for consumers, the cost of waiting is to give up other things that can be done during this time, and there are also boredom, anxiety and other psychological reactions.

secondly, customers will feel bored. During the queue, people can't do what they like or have a purpose. This kind of idleness or idleness will make people feel uncomfortable. Usually, they can only be at the mercy of waiters, which also makes people feel uncomfortable.

Finally, when a customer sees that a later person receives the service earlier than himself, and he doesn't know how long he will wait, he will often be annoyed or even furious.

Second, formulate the principle of queue management:

Customers are a potential resource. Even if only a few customers are lost every day, the turnover of Chinese restaurants will drop unconsciously over time, and when the operators notice this problem, it is beyond saving. Therefore, it is a responsibility of catering managers to formulate corresponding queuing management strategies, shorten the psychological time of waiting for customers and eliminate the negative impact of waiting for customers.

2. Dine in the order of arrival, and inform customers of the progress of queuing from time to time.

3. Make the waiting time pleasant: set up a special waiting area, make it quiet and elegant, play slow light music, and separate the waiting area from the dining area to avoid direct stimulation.

Third, the method of implementing equal management:

Dealing with equal phenomenon can not only retain customers, but also play a icing on the cake. Restaurants should make full use of management methods.

1. Setting of the waiting area:

(1) Put some comfortable and compact sofas and chairs and some ashtrays in the waiting area. Prepare tea for waiting guests.

(2) Give away snacks such as fruits and dried fruits.

(3) Prepare some entertainment facilities, such as playing cards and chess.

(4) Restaurants with sufficient conditions can also provide free Internet access to meet the needs of current consumers.

2. Decoration of the waiting area:

(1) Separate the waiting area from the dining area, and make it quiet and elegant, with bright colors and lyrical music to make the environment comfortable.

(2) A booth can be set up to display new dishes.

(3) provide the newspaper of the day, fashion magazines and newspapers run by enterprises for customers to read.

(4) Set up corporate bulletin boards that change regularly, publish letters from customers, post photos and deeds of outstanding employees, and issue notices of promotional activities.

3. demand for differential price transfer: through the statistical analysis of daily operation, the time of the restaurant's business peak is determined, and then the restaurant can offer discounts to customers who finish eating within a fixed time range. That is, to satisfy the customers before the equalization, and feel that they can come ahead of time next time to get preferential treatment and stagger the peak of equalization. You can also arrange equal customers to eat as soon as possible.

4. adopt caring service: send hot drinks in winter, cold drinks in summer, move chairs for the elderly, and provide toys for children, so that customers know that you know he is waiting, and try their best to arrange their meals. Generally speaking, customers who drink free drinks provided by restaurants basically don't leave halfway, and hesitant customers will not enjoy the services provided by restaurants, so we should pay more attention to them.