EMPLOYEES = CUSTOMERS

Employees are Your First Customers - Happy Employees Part 1

Apr 08, 13 | 12:08 am

By Noelle E. Ifshin

All too often, restaurant owners take their employees’ job satisfaction for granted. They focus all their energy on achieving financial results, acquiring new customers, launching new marketing ideas, and driving guest satisfaction, but they forget about the people who actually turn all those HR action verbs into real-life actions.  Treating employees as internal customers is the first step in providing a productive, positive environment, which reinforces your company’s hospitality and service culture.

Here are 4 reasons you should consider employees your customers:

Happy Employees = Happy Guests – Front-line employees are the key connection between your restaurant and your guests. As a result, if your employees aren’t happy, your guests won’t be happy with their experience in your restaurant and your restaurant won’t be happy with the business results.  A rude, surly or unhappy server does not provide the best possible experience for your guests and can often turn guests off.  In today’s economic environment, poor service will not be tolerated and can drive you out of business.

Happy Employees Are Engaged - Engaged employees care about the end results and the quality of work that they do.  They want to perform their job well and provide great service to their customers. They enjoy coming to work, interacting with their co-workers and making their customers happy.  They tend not to cut corners; approach jobs with energy—which enhances productivity—and come up with creative service improvements, which enhance the customer experience.  Unengaged employees do not care about co-workers or customers, need constant supervision and lose interest in what is best for the team, which increases operating costs.

Happy Employees Exceed Expectations - Happy employees are more likely to help out without being asked, are willing to pitch in when needed, and will not say the dreaded “that’s not my job”. When employees come in on short notice to cover a shift, stay late for the good of the team, and/or clean without being asked, it makes it easier to manage and run the business.

Also, by going above and beyond for your guests, happy employees deliver an enormous payoff: creating passionate, loyal patrons who spend more money, stay longer, return often, and tell their friends; all of which generates sustainable growth.

Happy Employees Become Brand Ambassadors – Happy employees will speak positively of your restaurant and unhappy employees will speak negatively of your restaurant.  In social situations, often the first question asked is “What do you do?” or “Where do you work?”   Such moments can add or take away value to current and future customer experiences; increase or decrease loyalty; and leave positive or negative impressions.   All employees, not just management, can build or detract from your restaurant’s brand.

Employers need to take care of their employees first, in order for their employees to provide the best experience for guests.  Employees with high job satisfaction remain with their employers longer, reducing turnover.  This in turn, lowers the cost of constantly having to recruit, hire and train new staff and provides stability to grow your business. 
Stay tuned to next week’s Blog, Happy Employees Part 2…

Don’t know where to begin?  Ask yourself, do you have the proper written procedures and operational guidelines in place to be as successful as possible?  4Q Consulting can develop customized operational guidelines and training programs to meet your needs.  Email us today for a free business consultation!

About the Author

Noelle E. Ifshin brings over 20 years of experience in the restaurant and hospitality industry to the restaurant consulting field. She has been instrumental in growing several companies, utilizing many different concepts, and was a successful revenue management leader with a national harbor cruise company, which operates in several markets across the Eastern US.

Prior to founding 4Q Consulting, LLC, Noelle has functioned in an array of roles for various organizations ranging from front and back of house, single unit management, and multi-unit director, as well as company-wide profit management duties. She is equally comfortable over a cross section of volume levels, concept niches, and company cultures. Her diverse experience includes Executive Chef Positions, Food and Beverage management, catering, large event management projects, renovations, and new build outs.

As a result of Noelle's considerable experience in the development, administration and coaching of profit and loss control systems, 4Q Consulting, LLC excels at cash flow management and bottom line profit enhancement. In developing and implementing company management organization and procedures, we are able to guide financially prudent growth and expansion.

Based on her hands-on operational experience, Noelle designs systems that are complementary to a company's existing procedures. They are built around our client's needs, skills and existing working procedures. Guiding our clients to achieve results, in an efficient, timely manner is the trademark of 4Q Consulting LLC.

Noelle E. Ifshin, President, 4Q Consulting, LLC
244 5th Avenue, Suite 1430, NY, NY 10001
212.340.1137
www.4qconsult.com