One of the problems we have is that employees normally do give OK Service. They are generally pleasant, the employees generally respond to the customer's needs but, they don't give that professional Service that makes the customers say, "WOW" They don't EXCEED the Expectations of the Guests.

There is a big difference between the two types of Service. Service employees need to reach out and touch the guest, involve the guest and give "WOW, Exceptional Service!" as part of your restaurant marketing.

Why??? Why can't Service Employees give "WOW, Exceptional Service" to every set of guests? The reason they don't, is because of management. YOU do not select and train the right people. You are asking your employees to establish an intimate, one-on-one, relationship with total strangers and YOU are not training them on How to do it. Are YOU willing to accept this responsibility ... to train your employees?

What all Americans, including your employees, fear most, more than a trip to the dentist, is the thought of speaking in public. Yet, you hire young people, give them a pad and a pen and ask them to SPEAK IN PUBLIC! And this scares the living daylights out of them. YOU need to select the right person and then spend the time to train and teach them how to do their job. You need to give them a script and role-play until they are proficient. You need to have a structured training program.

If you are going to give "WOW, Exceptional Service!" you need to train your employees how. If your employees are going to make the dining experience a memorable event and so great that your guests are compelled to tell all their family and friends about it, and then teach them how to give "WOW, Exceptional Service!" "Service", according to Webster, "is something done for others." "WOW, Exceptional Service!" is much more. It is the Service that is so outstanding that the guest is impressed with the professionalism of your employees ... It is caring, entertaining and enjoyable. During the Guest Dining Cycle, the guest has fun and receives unexpected and spontaneous rewards ... It is out-of-the-ordinary, Exceptional Service! "WOW!"

To give this type of service, you must have competent employees who have confidence in their ability to deliver "WOW" and are comfortable doing it. It is the role of management to get all their employees to this high level of restaurant marketing.

Basketball players, football and baseball players, musicians and actors must focus and be trained in their respective positions in order to excel in their efforts to perform. They must train and practice on a regular basis if they want to do a great job. Also of great importance is the tutor, teacher or coach who helps them to set goals and to improve. Without the benefit of a more experienced mentor and their constructive suggestions for improvement, the performer would not do as well in his performance.

If you expect employees to perform at their very best, they must be coached and thoroughly trained to do their job. The employees need the help of more experienced staff members who can teach them how to do an outstanding job.

1. Have we hired the right person?
2. Do we have a good orientation program?
3. What does our standard training consist of?
4. What additional training will be needed?
5. Does this new employee understand our Mission, Goals and Strategies?
6. Does training focus on establishing correct knowledge, work skills, and proper work habits?
7. Is training reinforced with coaching, practice and recognition?