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Craving Connection
Customers want to feel connected. With the smartphones, apps and other digital technologies, automation is becoming more of the norm. Everyone wants everything fast and everyone’s in a hurry. Get in, get out. It’s hard not to think how that’s impacting the human spirit. At Nick’s we are essentially in the business of restoring our customers’ souls. After all, the historical notion behind restaurants was that they were a place of rest. We treat our customers like guest in our home. We recognize that by making the decision to go out to eat, our guests want a real, person-to-person experience. That said, we never rush our guests, and encourage our team members to take the time to have good conversations.
They want to be acknowledged. Our guests don’t just want to come in, shovel food in their faces and leave. They want to be acknowledged by others and have real, authentic conversations. We don’t use scripted table talk; rather, we have our servers strike up a conversation unique to each person. Maybe they point out the team shirt they’re wearing and talk a little about sports. Maybe it’s as simple as asking how the day is going. Eye contact and a good smile are huge. Customers need a real person, not a robot.
More at:
http://www.openforum.com/articles/restore-the-soul-create-an-experience/
Customers want to feel connected. With the smartphones, apps and other digital technologies, automation is becoming more of the norm. Everyone wants everything fast and everyone’s in a hurry. Get in, get out. It’s hard not to think how that’s impacting the human spirit. At Nick’s we are essentially in the business of restoring our customers’ souls. After all, the historical notion behind restaurants was that they were a place of rest. We treat our customers like guest in our home. We recognize that by making the decision to go out to eat, our guests want a real, person-to-person experience. That said, we never rush our guests, and encourage our team members to take the time to have good conversations.
They want to be acknowledged. Our guests don’t just want to come in, shovel food in their faces and leave. They want to be acknowledged by others and have real, authentic conversations. We don’t use scripted table talk; rather, we have our servers strike up a conversation unique to each person. Maybe they point out the team shirt they’re wearing and talk a little about sports. Maybe it’s as simple as asking how the day is going. Eye contact and a good smile are huge. Customers need a real person, not a robot.
More at:
http://www.openforum.com/articles/restore-the-soul-create-an-experience/
