customer psychology behind urging dishes
experience psychology
Efficient serving speed is the general trend and an important link of meticulous and professional service. Customers seek all-round experience when dining. The quality of food itself is very important, and the environment, atmosphere and service are also the content of experience.
How depressing and maddening it is to go to a restaurant with a good mood and wait painfully for nearly an hour! Fast serving allows guests to enjoy delicious food as soon as possible, which is definitely a detail to increase the impression of the restaurant.
besides the pleasant external environment, the service of a restaurant should be reflected in the service details. Therefore, when training waiters, restaurants should not only cultivate their basic professional qualities, but also cultivate their foresight and communication skills.
Hunger mentality
Waiting is a very tormenting thing at any time. Especially, when you go to a restaurant when you are hungry, do you want to survive for a while? Long? You have to wait for the course of food to have a hot meal, and many diners will call you? The baby can't stand it? . No matter how luxurious and famous the restaurant is, if the service can't keep up and the serving is too slow, it can only be? Bad review? .
anxiety
for modern consumption, when the food is served slowly, the minutes are like years, and five minutes seems to wait for several hours. Restaurants serve slowly and have become one of the catering industries? A big problem? problem
At present, many restaurants will take the time to serve the first course, but it is a big problem whether the dishes behind can keep up. The serving time of the first dish is far from that of the last one, sometimes it takes more than 31 minutes; Or there is always a dish that doesn't show up for a long time until the customer wants to pay the bill.
in the process of waiting, customers' anxiety is magnified, and they even feel that they are not respected and cared for. 3 a la carte skills
Understanding customer needs
Service personnel should communicate with customers and understand their needs, such as their time schedule and special requirements. When ordering food, customers need to be clearly reminded that some dishes are complicated and take a long time. For example, a restaurant located in the city center has more guests at noon. The waiter told the customer that if the waiting time is not enough, it is recommended to order a shorter dish.
at the same time, waiters should pay attention to the special needs of customers. For example, if we know that the customer is a diabetic in communication, we should provide suggestions based on the customer's health and make corresponding adjustments to the dishes. At this time, customers' expectations for the restaurant are not only on the dishes, but on the value-added services brought by humanistic care.
have a comprehensive understanding of the dishes
? Urging food? This phenomenon is perfectly normal for restaurants. The key is how the restaurant foresees and responds well. Understand the production process and time of dishes, and be able to give them to customers in advance? Vaccination? .
service personnel should be aware of some time-consuming dishes, such as braising in soy sauce, simmering slowly with small fire, complicated technology and so on. When customers order these complicated dishes, they should also indicate that the cooking time will be longer and the serving will be slower. When guests are psychologically prepared, they will understand when serving slowly. Four major cuisines
nomination method
? Zhang San, our store manager, will bring your braised pork soon. Would you please wait a moment? 、? Our chef, Li Si, is cooking your food. Would you please wait a moment? I suggest going around the kitchen to say this again?
although they may never know who Tom, dick and Harry are, when customers know that someone is ignoring them, do they think there is one? People? Dedicated to providing services for him, I have feelings and warmth in my heart.
time method
? There are two more dishes to serve. Would you please wait a moment? 、? It'll be ready in two minutes. Just a moment, please? . Knowing the exact waiting time can reduce customers' anxiety and make them more practical.
urging people
? I'll rush it for you. It'll be ready soon, okay? It is better to shout at the kitchen if it is not far away. Be sure to reply to the guests after urging the dishes.
Imagine if the waiter took out the walkie-talkie professionally immediately when the guest urged the food. Is the guest's dish at table 7 being cooked? Could you hurry it, please? Then smile and apologize. Or apologize politely first. You can generally say:? Can I take a look in the kitchen for you? Wait until the next dish says:? Master is cooking all the dishes at your table now. Take your time and come? .
interactive method
? What do you think of our dishes? Some customers will seriously answer, and some will perfunctory? How's it going? . At this time, the waiter should give the customer more specific questions, such as? How about chicken porridge? Frank guests will communicate frankly at this time:? This porridge tastes really good. I've never tasted it so delicious! ? Or? The taste of this porridge is still a little short. I had this porridge in a restaurant, and the taste was
. After hearing the customer's feedback, the waiter said: I'll record your suggestion and reflect it to the chef. Call me when you come to dinner next time, and I'll ask the chef to make porridge according to your requirements and taste it for you. ?
hearing this, most customers will be moved by the sincerity of the waiter. Effective compensation
Design interesting waiting link
According to a catering survey, 22.4% of diners can accept serving speed within 11 minutes; 71.1% can wait until 11-21 minutes; Only 7.5% have the patience to wait for 21-31 minutes. In other words, the golden speed of serving food is within 21 minutes.
The realization of standardization can control the pre-processing time of ingredients. If the prime time of serving cannot be reached, it is also a good way to design a small link of waiting time and reduce the patience of diners.
Haidilao provides various differentiated services, such as manicure, during the waiting period of diners; Lu Dingji, a trendy shop in the city, provides a checkered cardboard for the waiting customers. If the game is successfully completed, the player can exchange it for a cold dish.
Discount or give away side dishes
Although the waiter has reminded customers that serving food will be slow, and even conveyed his opinions to the person in charge of the kitchen, there are too many orders in the kitchen to do. Restaurants can offer discounts or give away side dishes to appease customers' anxiety and make them feel that waiting time is valuable.
Go into the 71s after dinner, and after ordering, the waiter will take out an hourglass and put it in front of you. The hourglass takes 1.5 minutes from top to bottom. During this 1.5 minutes, all our dishes will be served. If the hourglass drops out and there are still dishes left, we will give them away for free. ? The waiter said with a smile.