I have told many people about my experience at the Burger Specialty Restaurant. I really enjoyed it. I told a couple of my colleagues at the office the very next day about the great experience I had. I described the burger exactly the way that it tasted. It was hot, juicy, and delicious. I told them about the fantastic server and how she made suggestions to ensure that I had an outstanding dining experience. The green chili really hit the spot and the onion rings were fantastic. I was a walking, talking Word of Mouth Ambassador for the restaurant.

My colleagues decided they would go there for lunch that very day. Talk about effective Advertising. Nothing is more effective than a Word of Mouth Ambassador saying good things Think about it. Because of an outstanding server, who went out of her way to ensure that I had a great dining experience at her restaurant created two new customers, the very next day, because I recommended the restaurant to my friends. Can you see how an outstanding dining experience can increase the sales at your restaurant??? Both by increasing the Guest check average and bringing in new customers.

Outstanding dining experiences pay$ for everyone $$$.

After lunch I asked my colleagues how they enjoyed their lunch.

"Awful," they said in unison. "What in the world did you see in that place?" I was in shock. I sputtered, "Didn't you have the half pound burger with bacon, mushrooms, and Swiss cheese?"

"It wasn't on the menu," my friend said.

"I know, but they will sell it," I said. "My server even suggested it."

"Well ours didn't. She didn't suggest anything. I tried describing it to her. I said it has bacon." She responded, "Bacon costs extra." I said, "Fine, it also has mushrooms and Swiss cheese." She said, "Those cost extra too."

I said, "How is the green chili?" She said, "It is very hot and spicy. I don't recommend it."

"What about the onion rings?" I asked. She responded, "I don't eat onion rings because they make my breath smell bad. I have an order up. Why don't I give you guys a few more minutes to look at the menu while I get the order out."

"When she returned we ordered a quarter pound hamburger and fries with water to drink. She seemed to be able to handle that."

What a contrast in service and Guest satisfaction. What made the difference? Same restaurant, same menu. What a difference a server makes. Negative Word of Mouth Advertising is effective in preventing Customers from going to a restaurant. You have to be certain that all of your Employees understand their role in word of mouth advertising and are trained to perform their job.

So far in this blog, you have witnessed the benefits of positive Word of Mouth Advertising and the destructive nature of negative Word of Mouth Advertising. What kind of advertising do you want your customers to do for your business?

When you understand and have faced up to the potential destructiveness of the negative talk factor, you can understand the importance of taking control and managing the Word of Mouth in your restaurant.

John D. Rockefeller stated: "Take something common and make it uncommon." You can make the food and service in your restaurant extraordinary. You can create positive Word of Mouth Advertising and have a

"WOW, Exceptional Service!" experience.