Have you ever worked in a business, which had two types of clientele? One, which was their standard locals and one, which was a massive rush clientele during certain nights, such as Friday or Saturday? Well, recently I interviewed a gentleman going into the restaurant business and sure enough he worked in a restaurant as a manager, which did $800,000 in sales it first year and it was a rather small chain. But each of their steakhouses were across the street from stadiums, you know baseball, football and basketball stadiums. The local crowd was dismal during the week, hardly anyone there actually, but it is growing now. Yet, after the big events everyone was there as in 2500 people or more and they had to move the tables in 20-30 minutes and it was jammed and packed in. They even had to seriously worry about the fire codes as people just kept jamming themselves in. How do you manage a business like that and maintain Customer Service while still handling the Massive Rush? Well they had different policies for the crowds than with the locals that is for sure. For instance if you claimed that you wanted your steak rare instead of well done, as it was prepared well tough (literally) luck, as there are two people waiting for that table outside. Additionally they had to clean and restock the bathrooms every 5-10 minutes and it was utter chaos, but people loved it, because they worked hard to maintain the customer service a good level, not super high, but enough to keep people happy. You know what? They may double their sales next year, partly due to more home games scheduled, but also because people are satisfied and they keep coming back and telling friends. Please consider all this in 2006. |
