You must look at what the guest sees, hears, feels and touches. These are very, very important psychological features that make the difference between the guest being "satisfied" and "exceeding the guest's expectations." To accomplish this goal, you must think "outside the box" and study the companies who provide this type of service to their customers.

Companies like Disney, Ritz Carleton, Federal Express, Nordstrom, Lands' End, Marriott, and Saturn. What are these companies doing to exceed the expectations of their customers? What have they done to create loyalty among their customers? To go beyond mere "satisfaction" and creating dignified enthusiasm in your employees, so, the guests not only love your restaurant, but they become "Raving Fans" and then the guest become your very best marketing strategy. The guests will tell their family, friends and associates how great your restaurant is, as compared to the competition.

This type of atmosphere can ONLY be accomplished when you train your employees and treat them responsibly. Let your employees manage the guest's dining experience and make each guest "feel important." The employees must understand and know how to provide "little extras" that lets the guests know that your restaurant is superior to your competition.

Once you have a good understanding of the "activities" that have a high impact on guest satisfaction, you will be aware of what knowledge, work skills and work habits the restaurant's employees need to possess in order to "Exceed the Expectations" of all the guests.