A recent MasterCard poll suggests that 80% of all restaurant complaints are related to poor service, not inadequate products. 23% of those surveyed said they would never return to a restaurant where they were dissatisfied with the service they received. Likewise, the National Association of Customer Service found that the biggest reason retail customers decide not to return to an establishment relates directly to the level of personal attention and treatment they receive from the service staff. There's no escaping it; service is very much a "hot button" today. With more restaurants than ever to choose from, your customers are less likely to give you another chance than they were 10 years ago. And as these surveys imply, the easiest and most common way to lose customers, or to cause them to return less often, is by failing to deliver in the service area. Our service section will go beyond just the prevailing view of "good service." Service can be approached as just a series of mechanical functions, serve from the left, clear from the right. Obviously the mechanics are important, but you won't gain a competitive advantage today by just being efficient. Our resident service experts will present a series of ideas and approaches to focus and capitalize on the human dimension of service. They believe that successful foodservice is fundamentally and ultimately based on human relationships and personal connection. You'll get ideas you can use to create a personable and guest-friendly service staff, which is the most effective way of building a loyal customer base and growing your business.
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