Why Does Someone Patronize Your Restaurant?

Ask yourself: "why do (or will) people come to this restaurant?" Write down all your own answers on a note pad; then write this same question (only the question, not your answers) on a clean, blank page; photocopy it and give one page to each of your staff. Ask them to give it some personal thought, and answer this question with as many answers as they can determine… before they punch out for the day. (It's best if you ask them to do this exercise on their own, not part of a 'group discussion'….this is not a test.)

Were you able to clearly explain why people come (or should be willing to come) to your restaurant/ outlet? If you can't answer this question, how do you expect your staff to do so? What did your staff say? Is there any match-up between what you thought and your employees thought?

How do you think your customers would answer this question? Would it be the same as you? Would your customers answer this question the same as your staff? If there exists some 'disconnect' here, do you see this as a problem? If you don't see it as a problem, you have a bigger problem.

If you think or believe one thing and your staff or customers see things differently, what does that tell you? It may be possible that both you and your staff are tying to accomplish different goals, by different means, to please customers who don't see it the same way as you…or your staff. In fact, your customers may have a totally different set of expectations than you assume.

Obviously, this is not a good situation. First up, you need to conduct this first exercise with your staff. Then ask your customers (do some consumer research….we'll talk more about this in a later post) how they see you and what you're trying to accomplish. Check for 'disconnects' or gaps in understanding on both sides. The objective is to eventually get all of you on the 'same page.'

What do you think? Care to share your 2 cents? I'd appreciate your feedback and comments below.