While management are often not directly involved in the dining experience (unless you're one of those bosses who likes to chinwag with your customers), everything you or your management team does filters down to the table. So here are ten no-nos to help you get ten out of ten in your next restaurant review.
Don't bully your staff
It might be okay for Gordon Ramsay to bluster about in an expletive-ridden cloud of disrespect, but if you're a budding restaurateur, view such behaviour as a master class in how not to treat people.
Restaurants are no different to any other industry. Treat your staff well; treat them as equals and they will fill your restaurant with a happy, positive air that's great for business.
Don't ignore customer complaints
Complaints aren't a personal attack on you or your operation. They are generally customers trying to improve things so they can come back. Be open to them, encourage them and give your customers every opportunity to convey them.
If you see and hear no evil via customer complaints, then you'll say no evil to the people complaining in the first place.
Don't fuss over the details
Even if the thing in their soup clearly isn't a fly, your customers may think it is, so just run with it. Challenging customers over complaints whether fictitious or factual is ugly and unprofessional. Offer a dignified apology, rectify the situation in whatever manner seems fit and move on.
Don't tolerate dumb waiters
Your wait staff are the stars of your show, the lead roles in your dining experience. Thier performance begins long before the food arrives and can leave a nasty taste if it's lazy or lax.
Train your wait staff well; give them the tools to be polished and professional. If they don't use them, find someone else who will.
Don't paper over cracks
If your restaurant door squeaks, don't put a bell on it, oil it. That's the principle you should apply at all levels of your operation. Small faults don't stay small for long once they get online, so if your dishwasher isn't washing properly, fix it; if a menu item isn't selling, replace it; if customers aren't coming back, find out why.
Don't underestimate the internet
Most customers won't complain to your face, but they're happy to pull you to pieces online, that's unfortunately human nature. You can't stop it happening, but you can monitor its impact on Facebook, Twitter and restaurant review sites. One nasty comment acted on can rejuvenate your appeal.
Don't react negatively to online reviews
This is the online equivalent of turning the other cheek. No matter how filthy comments get online, never get lost in a cyberspace war of words. If a spelling mistake in a text message can go viral, a food fight sure can and the only loser will be you.
Don't display your discipline
The last thing customers want to see is staff disciplined while they're dining. So even if your chef has a hothead and your kitchen hand has just thrown out the ingredients of your signature dish, save the dressing downs for when the tables are empty.
Don't 'wing it'
Great restaurants are great because all the pieces know exactly where and how they fit. So don't just scatter your pieces about and say, 'Go make us look good.' Give every member of your staff a clear picture of their role and how to fill it.
Don't be a dining dictator
Yes, there needs to be a code of conduct for both staff and diners, but it's not a classroom and no one will thank you for carrying on like a headmaster. Run your restaurant with a flexible ruler and let things go when it feels appropriate to do so.
