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Posted on Sun, 10/16/2011 - 02:03 AM by
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Is Your Restaurant Management Staff Social Media Proactive or Reactive? Delicately handling customer service issues has always been a skill restaurant managers have had to develop to be effective in their roles. Comforting complainers and fixing flaws in guests’ orders put all of the skills a manager has to the test. Successful managers are the ones who have a good mixture of quick thinking, empathy and a personal touch. But what happens when the world of restaurant customer service goes digitized? Will you have a manager who is savvy enough to know how the world is changing online and that even a quiet dining room could be booming with customer complaints? Restaurants are slowly but surely getting into the social media game, some using it as the main thrust of their marketing campaigns, while others are still in the dabbling phase. But no matter what the philosophy of your business is, the managers that you hire should have their eyes on the future and at least have some understanding the role the Internet plays in customer service. No matter how engaged your restaurant is in the social web, don’t hire someone who doesn’t understand anything about the online world of guest service. A new restaurant manager, especially one who is going to deal with customers on the front line and be able to satisfy the dissatisfied, has to bring some knowledge to the table about the use of social media by consumers. Customers who are highly engaged in the social web are now using their phones as the No. 1 way to voice complaints about customer service. They may not say a peep about it out loud to a waiter, host or manager, but they will let their friends and followers know. And for highly influential users in small and mid-sized towns, that could blow a hole in your business that you never saw coming. When interviewing prospective managers, ask them what they know about not just Twitter and Facebook, but review sites like Yelp!, check-in sites like FourSquare as well as YouTube, LinkedIn and others. What you are looking for is not so much expertise, but that they have an understanding of how the web is impacting the business. If they shrug their shoulders or say that they are going to just ignore it, it could be a sign of their level of concern for seeking out and correcting any problems that their diners have. What they should talk about is listening. The social web is best for that, even you if your business’ level of engagement is not very active. You and your managers should be keeping their ears out for any issues that arise, whether that is from someone sending their food back to the kitchen or someone Tweeting a message about not having any napkins. MORE NEWS FROM BLUEMAUMAUGoing Green Costs Franchisees Much GreenBeing forced to buy imaginary products is just one of the nonsensical results of government policy affecting franchisors and franchisees. Good News, U.S. Hotel Profit RecoveryAccording to the new PKF Trends survey, the U.S. lodging industry produced a 12.7% profit growth in 2011. 80.5% of participating hotels enjoyed an increase in total revenue while 72.3% achieved growth in profits. The recently released 2012 edition of Trends presents data from a sample of nearly 7000 financial statements of United States hotels. For the Trends report, hotel profits are defined as net operating income (NOI) before deductions for capital reserves, rent, interest, income taxes, depreciation and amortization. Federal Court Invalidates "Quickie" Union Election Rule, For NowOn May 14, 2012, the U.S. District Court for the District of Columbia set aside a controversial final rule of the National Labor Relations Board ("NLRB") that was designed to make it easier and faster for unions to hold organizing elections. Chamber of Commerce of the United States of America, et al. v. NLRB, Case No. 11-02262 (D.D.C. May 14, 2012). Business groups are hailing the decision, but the celebration may be short lived. Because the ruling was essentially decided on a procedural point, the NLRB may seek to resurrect the rule, which creates a very short window for union elections, and leaves employers with little time to react to an organized union campaign. Field Representatives Coach Franchisees to Victory
A good coach will make his players see what they can be rather than what they are. "Live For Now" Stars Dead IconPepsiCo announced aggressive marketing plans, boosting ad spending by 20% and bringing back deceased pop icon Michael Jackson as part of a worldwide campaign. RELATED SMALL BUSINESS NEWSHot Franchise Topic: Getting a LoanIt seems like the entire franchise industry is focused on funding, and with good reason; franchise loans are still a bit challenging to secure. Production Agreements of a Supply Chain; The Other End of the RainbowMany years ago I was pulled away from my usual assignments to do a major product production tolling agreement between two of America’s larger food companies. It was a stroke of luck for me because it provided something new for my interest in multivariate risks management. Since then I have prepared many multivariate high risk agreements, and it is always an enjoyable as well as remunerative adventure. When you think of every brand as a franchise in itself, it fits perfectly into my customary practice of managing franchise relationship disconnect issues. Know the Benefits of Application Protection in Any OrganizationIt is very important to ensure proper method of data availability on time. In that case, replication needs to be adopted in order to manage current backup information and system settings so that it can deliver fast restoration of data after any kind of disaster. As we know that it is not possible to avoid any kind of natural disaster or human error; but it is always mandatory to take proper measures for application protection, so that users do not face any kind of problem related to data loss. And, data replication is found to be the only way to remove or minimize the time lapse experienced in these situations. Pepsi Wants a New GenerationEverything the light touches this year is rapper Nicki Minaj’s kingdom. From the Billboard Top 100 to the Super Bowl half-time show, and her reign is about to expand to a major role in a new ad campaign for Pepsi. A Business Plan Should be a Requirement for Buying a FranchiseVisit any website that offers advice on starting a new business or expanding an existing one and you’ll find articles and advice on the importance of writing a business plan. There are tips ranging from how to write an effective business plan to the reasons why it’s so important. |
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