Owners & Operators

• Increase your income by driving sales of high-profit items. The key to selling more sides, appetizers and desserts. WaitRpads

• Prevent costly mistakes that can spread through your operation. Orders start right, stay right. WaitRpads GuestChecks

• Enhance the dining experience for your customers. Help your staff deliver superior service. WaitRpads GuestChecks

• Save time and streamline POS operations. Facilitate fast and accurate order entry and reduce roll and ribbon changes. WaitRpads GuestChecks RegistRolls RegistRibbons

• Protect against food spoilage. Easy-to-use FDA-approved food rotation system. DateIt

On Management

• Most often, operators are preoccupied with looking at the short-term worth of their guests, or one transaction during a single point in time, instead of looking at the long-term value. Calculating long-term values allows you to place monetary values on a guest's yearly contributions so you can see the big picture. - Pam Simos, "Are Your Policies Guest Friendly?"
• Meet with your management and culinary teams to review what's working and what isn't before every shift. - Bob Brown, The Big Brown Book of Managers' Success
• Great service depends on a team approach, where every player not only understands his or her own responsibilities, but everyone else's. - Evan Goldstein, Five Star Service

On Training

• A good server can save a bad meal, but nothing can save a bad server. - Five Star Service by Evan Goldstein
• Great employees are not born; they are trained. Training isn't just a once-in-a-lifetime class; it is a long-term experience. - Evan Goldstein, Five Star Service
• "If you try to save money on training, you end up spending twice as much on advertising." - John Martin, former Taco Bell CEO, quoted by Evan Goldstein in Five Star Service

On Service

• Accuracy is at the heart of great service. One small mistake in the order taking process can turn your restaurant into a huge mess. - Bob Brown, The Big Brown Book of Managers' Success
• Every great server understands the importance of writing down an order and entering it into the computer accurately, complete with every one of those little extra requests. - Bob Brown, The Big Brown Book of Managers' Success
• People will return to your restaurant if your food is just "ok" or just "good," but the service makes them glad they chose your restaurant. Repeat business is the ultimate compliment to your service quality. - Susie Ross, "Customer Service: Fact or Myth?" Waiter Training Newsletter
• Make an investment in details, and keep them coming back for more. Are silverware and glassware spotless? Have salt and pepper, sugar and other condiments been properly wiped down? Is the menu crisp and stain free? - Evan Goldstein, Five Star Service
• Anticipation is the ability to provide pro-active service instead of the customer having to make a request. -Paul Paz, Tips on Tips #44
• A complaint always provides an unparalleled opportunity to turn a negative into a huge positive by bowling the offended guest over with outstanding service. - Bob Brown, The Big Brown Book of Managers' Success
• "L.E.A.R.N.T." are six steps of handling a guest complaint. Listen. Empathize. Apologize. Rectify. Notify. Thank. - Bob Brown, The Big Brown Book of Managers' Success
• Using people's names is a powerful and genuine way to achieve the "recognition factor," which is always top on your guests' list of important expectations. - Evan Goldstein, Five Star Service
• The best way to generate more customers is to make sure that your current customers are so happy that they will return again and bring their friends, family and business associates. Studies show that it is three times more expensive to attract new customers than it is to keep an existing one. - Evan Goldstein, Five Star Service