Productivity, Service Times, and Guest Satisfaction
These key tenets of a successful restaurant operation rely heavily on quality staffing.
Look deeply into any restaurant running at peak efficiency, and you'll notice at once that every team member has their own role that perfectly complements everyone else. Hosts, servers, and food runners seamlessly manage the clientele FOH, while cooks, preppers, bussers and dishwashers make sure that everything runs smoothly in the back, and at the same time, the management team provides an effortless conduit.

Everything runs like clockwork; orders are taken, placed, made, delivered, and cleaned up in a flawless process, and when bad things do happen, like a broken dish or a returned plate, anyone can jump in and pick up the slack.

System quality really comes down to the experience and skill of each of the front-line team members, along with the leadership of the management group. When an establishment is fully-staffed and capable, managers can take steps to enhance performance and customer experience, such as offering a specialty drink service during a busy meal shift, or bringing in sales pros to roam the floor and up-sell clients.

In this sort of environment, the added customer service is obvious to everyone involved and directly corresponds not only to traffic, but also to a larger ticket. A well-staffed and managed operation is going to have the capacity to go above and beyond to provide better service and make diners' experiences memorable, and they're going to be well-rewarded for it in higher sales and extended loyalty.

On the other hand, when a team member leaves the company and needs to be replaced by someone new, the whole system degrades a notch. One lost person automatically translates to two out of place, because a manager will need to task a senior position to perform mentorship and training. Lose another employee and now you have two senior members training two newbies and things really start to slide.

With four staff members now out of commission, everyone else needs to work faster to pick-up the slack, and before long, the tables are overflowing with dirty dishes, and there's a line-up at the cash register. Service times become untenable and orders start to lapse. New customers waiting to be seated give up and walk out. Eventually, food quality starts to suffer which triggers a vicious circle, as disgruntled customers start sending plates back to the already overwhelmed kitchen, and nothing good ensues thereafter.
A recent press release from American Express states, "And, with poor service, patience is not a virtue. In fact, 37% of consumers say they would switch companies after a single poor customer service, while another 58% were willing to endure 2-3 instances of bad service. That means that for 95% of American consumers, businesses get three chances at most to get customer service right."
Any restaurant battling high attrition will quickly burn through its three chances. Worse still, is that attrition is contagious. Workers become overwhelmed, having to pick up the slack for others. They too, then become emboldened to leave and soon your operation is completely out of sync. To combat this, restaurant managers are forced to be continually staffing, always on the hunt for more people and always having several new employees in the store, disrupting operations and severely limiting their full potential.

Luckily, we have a simple solution that can eliminate the costs of employee attrition, and at the same time, give you back the levity to manage your business as you see fit.

Click here to book a meeting with us and find out how.
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