You need to "Catch your Employees doing things right" and then reward them for it. The behavior that you reinforce is the behavior that is repeated. Set goals and objectives with every employee. Train effectively. Set standards. All employees should understand their role and responsibility, as well as what is expected of them.

You need to use praise with every employee when they are doing even little things right. Do not praise mediocre performance. You do not want to reinforce mediocrity. All praise must be warm, genuine and sincere. Celebrate and publicly congratulate those employees who go the extra mile, who work long hours, or perform tasks they're not expected to, or execute work consistently and continuously improve their performance.

Mary Kay Ash stated in: "Mary Kay on People Management" - "The last time many people heard applause was at their high school graduation." Applaud your employees when their performance and/or behavior is exceptional as they take care of your guests. Be sincere: "You did a great job in taking exceptional care of the Jones Party, Susan. They left the restaurant talking about 'What a great evening they had, everything was perfect.' Because of your fine job, I know they will be back soon." Can you see how this type of employee performance contributes to your restaurant marketing program?

These customers will spread good stories about the restaurant through Word of Mouth Advertising. When you reinforce the employee's behavior through praise, they will repeat their positive behavior. The praise should take place as soon after the exceptional behavior is observed as possible. When possible, praise the employee on the spot. i.e. "Bob, I really like how you handled that guest complaint. You did a great job. The guest is very happy and I appreciate your outstanding work."

Keep in mind that praising employees must be done on a daily basis as you catch the employee doing things right. It's also nice to make the comments in the presence of other employees. Then, as these other Employees observe your appreciation, they will try to meet and Exceed your Expectations in the same way. Providing constant, instantaneous feedback is essential for shaping and molding each employee into a SuperStar. If you must correct, criticism should always focus on the act not the person.

For really exceptional performance, you should put it in writing and put a copy in the employee's file to be discussed and reinforced when they have their Employee Growth Appraisal. Bonuses, gift certificates and other rewards may also be appropriate. Let employees know through your sincere actions that you care about their lives, their families, and their concerns. If your employees see you as their friend as well as your employee, they will work harder for you as they help in your restaurant marketing program.

If you really want to show a great interest in your employees and get to know them better, we recommend that you:

• Welcome each Employee, every day, when they come to work.
• At least once during the day, take the time to plan and talk to every employee about something that is important to the employee, but, not related to work. And
• Thank each employee, every day, at the end of their shift for that day's work and accomplishments.

If You Create Excitement Among the Staff, They Will Create Excitement Among Your Guests. When your well-trained employees are happy and they are well-rewarded for their job performance they will give, "WOW, Exceptional Service!" which will bring the customers back time and time again. This is restaurant marketing at its best!