First of all, for consumers, the price of waiting is to give up other things that can be done during this time, as well as psychological reactions such as boredom and anxiety.
Secondly, customers will get bored. In the process of queuing, people can't do what they like or have a purpose. This kind of idleness or idleness will make people feel uncomfortable. Usually only at the mercy of the waiter, which also makes people feel uncomfortable.
Finally, when customers see that latecomers receive service earlier than themselves, and they don't know how long they will have to wait, they will often be angry or even furious.
Second, formulate the principles 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. When the operator noticed the problem, it could not be saved. 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. Arrange meals according to 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 to make it quiet and elegant, play slow light music, and separate the waiting area from the dining area to avoid direct stimulation.
Third, implement equal management methods:
Dealing with equivalence phenomenon can not only retain customers, but also play a icing on the cake. Restaurants should make full use of management methods.
1. Settings of waiting area:
(1) Put some comfortable and compact sofas, chairs and ashtrays in the waiting area. Prepare tea for the waiting guests.
(2) Give away snacks such as fruits and dried fruits.
(3) Prepare some entertainment facilities, such as playing cards and playing 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) The waiting area is separated from the dining area, which is quiet and elegant. Bright colors, lyrical music and comfortable environment.
(2) booths can be set up to display new dishes.
(3) Provide newspapers, fashion magazines and newspapers run by enterprises for customers to read.
(4) Set up a bulletin board for enterprises that change regularly, publish letters from customers, post photos and deeds of outstanding employees, and issue notices of promotional activities.
3. Differentiated price transfer demand: through the statistical analysis of daily operations, determine the business peak time of the restaurant, and then the restaurant can provide discounts to customers who have finished eating within a fixed time range. That is, to satisfy customers before equalization, I feel that I can get the discount in advance next time and stagger the equalization peak. You can also arrange a meal for a peer customer as soon as possible.
4. Use intimate service: send hot drinks in winter, cold drinks in summer, move chairs for the elderly, provide toys for children, let customers know that you know he is waiting, and arrange their meals as much as possible. Generally speaking, customers who drink free drinks provided by restaurants will not leave halfway, and hesitant customers will not enjoy the services provided by restaurants, so we should pay more attention.