NMRA BLOG
You will find every article, post, brilliant reminiscing and more in this restaurant weblog. Enjoy!
Why Do Employees Stay?
It struck me that research that I had done a few years ago might be even more useful today than when I originally wrote it. The study analyzed long term restaurant employees to uncover their common characteristics so that managers interviewing applicants could...
Customer Service Facts & Figures
Trying for a great reputation makes good economic sense. Consider these facts: It can cost up to five times as much to attract a new customer than to retain an existing one The average business never hears from 96% of its unsatisfied customers For every complaint...
November Mindful Minute: National Diabetes Month
As of 2016, 7.7% of service industry workers in the US said they had been told by a doctor or nurse they had diabetes. This means that diabetes is more prevalent in our industry than in it is most others, for a variety of reasons that deserve more attention. Shift...
Missing the Point
I had an opportunity the other day to experience firsthand a company doing what is correct but not doing what is right. There was a coupon for a free pizza from a local pizza joint, which looked like a winner. I’ll share my experience with you. The conversation that...
Guaranteeing Disgruntled Guests
By: John Self Let’s examine points that will guarantee disgruntled customer service experiences every time. Oh boy! The best way to create disgruntled customers is to have management ignores the common, everyday interactions between the customer contact person...
Tools Of Customer Service
by: John SelfLike every facet of life, problems exist. But like a bad western when the hero comes rushing in to save the fair damsel, tools exist to help gun down those problems. Customer service is no exception. Some customer service tools that may have been...
Eyes Wide Shut
by: John Self Put yourself in your customer’s shoes for one minute. They’re having a wonderful dinner; the background music is playing nicely and they’re obviously enjoying themselves. Just as one of them is about to put a bite of steak in their mouth, the...
Customer Service the Wrong Way
By John Self Most restaurant managers love to eat out and when we do, we often like to tell the manager on duty about the great service we had from one of their employees. It never ceases to amaze me that most of the times that I’ve asked my server to get a manager to...
Want to be fully staffed? One suggestion
By John Self What do you think when an older adult comes in to apply? Answer truthfully.“Loser?” Why is this person applying for an entry-level job?Must not be able to make it in the real worldMust not want any responsibilityI wonder what’s wrong? Those are typical...
NMRA Buyer’s Guide
NMRA has over 1,500 members statewide. We take pride in providing our members, and all foodservice providers, with the best resources around. We direct mail this guide to restaurants all over the state, members or not. It's also distributed at trade shows, events,...
Trends: What Will Happen & What Might Happen
by: John Self, The Service Doc Labor shortage It’s here and it’s changing the restaurant industry. Normally, employees just looked at other restaurants to see if there were better jobs, but today, they’re comparing their restaurant job’s pay and benefits with entirely...
Is Everything (Your Restaurant) Okay?
By: John SelfIs your company trying to be OK? Of course not. But it happens every day in most restaurants in America. It is a pet peeve of mine when a manager comes to my table and asks, "Is everything OK?" "Everything." And "OK." What's wrong with this picture? Not...
