Posts Tagged ‘small details’

People actually tip for bathrooms

People actually tip for bathrooms. They will actually use the facilities and base their tip on the level cleanliness they find. I always thought this was unusual. I typically decide the amount of my tip based on the server and my overall experience. Since I worked in the restaurant industry years ago I know that the server is not usually the person directly responsible for cleaning and stocking this important area. They usually are going a mile a minute to cover their guests’ needs. It does make you think about how people decide how much of a tip they leave when dining out.

There are as many criteria as there are guests in a restaurant. I have actually heard people say if their drink gets more than halfway empty they penalize the server. These are often the folks who are determined to get their moneys worth and to truly test the free refill policy by gulping it down as fast as they can. The server does not stand a chance. I think they also drink so much so they can justify a bathroom visit that may influence the tip as well. Once I had a quite industrious server who noticed that I drank my first beverage pretty fast because it was hot outside. She came back with two and commented about how she did not want me to have to wait. I loved the personality and energy. The rest of the visit was terrific because she was terrific. Her tip was pretty good as I recall.

The point of all this is that people have their personal agendas and criteria for just about everything. If they use a benchmark that is unrealistic there is not much you can do. There are a lot of little things that people notice and that will influence their overall impression of your establishment. For instance if a patron is the type that keeps a clean, organized house do you think they notice the glass entry doors being dirty or the mat at the entrance needing a vacuum session? Of course they do! This goes for staff uniforms, light bulbs needing to be replaced and a whole host of other small details. All of these things form an impression. It may not be enough to keep them from patronizing your establishment in the future but it could. Do you want to risk losing a customer because no one on your staff will walk through and pick up a bathroom or cannot find the 30 seconds it takes to clean your entrance? Would you allow someone to come to your home and find these things? I do not think you would.

The name of the game in the restaurant business is making the customers feel as though they received value for the money they spend. This is what makes the determination if they come back. Do not start off with a negative if you do not have to. Let your service and your menu act as your calling card. All these details are things that people assume will be taken care of. If you are the person responsible you should not assume these items do not matter. Have someone come in and tell you what they see with fresh eyes. The perspective of an outsider can be quite a learning experience. I encourage you to approach the details as though they are the building blocks of your foundation and prioritize them. You can build one heck of a castle on a solid base. You can put your organization in a position to outperform your competition and have your customers telling everyone that you are a smart manager.