It is vitally important in the service industry to hire the right employees and have your employees loving your brand and promoting your products. If the employees don't love your company or your product customers will never love it. Restaurants are one example were employees can make or break your business. By having the right mix of employees you allow your business a greater success rate.
Employees are the vital link in creating the best atmosphere for your venue. Employees should be helpful and knowledgeable but not overly intrusive. Your employees need to bring their personality to the table and need to be knowledgeable in your menu items (including having tasted most of them). Dining should be an experience, it should be a destination event, it should be exciting, inviting and something you really don't have to think about when all the boxes are ticked.
It's not just about food and good wine, it's about the feeling you have from your dining experience. Customers should be made to feel like they are valued and guided throughout the experience. There is nothing worse than having phenomenal food and then having the service let you down. The one thing the customer will always remember is bad service, they generally won't complain, they just won't go back.
Some of the best dining experiences I've had haven't always been the best food, but the overall dining experience has made the experience memorable in my mind, from a welcoming greeting at the start of the night, the right lighting and ambiance and really engaged servers who are passionate about the food and wine they sell.
I want to be up-sold on delicious desserts, fine wine I may have not tried before and something off the menu that I may not have even considered trying without the right server urging me to give it a go. Dining should be an experience of the senses and the right employee should take you on that journey, guide your hand in the right direction and make you feel welcome so you leave with a full belly, a sense of being on a journey of the senses and a smile on your face. That to me is what makes dining fine and employees who love the venue and the products are a vital step in this process.
Kate Bickford MD & Owner - BK AGENCY: