How Much Revenue Are You Losing?

How many times have you eaten in a restaurant and felt like you were being rushed to leave? How about when you enter a business and the salesperson says multiple times do you need anything else? Customers don't like to be rushed.

Last night we went to dinner at a nice well-known steakhouse. We had a friendly server who possibly was new. The food timing was out of sequence. It took quite some time to get our salads and then within a short time after we had taken a few bites of our salads our entrees were served. Before we finished our entrees the server came to the table, offered boxes, and picked up the plates. She then asked if we would like to take some dessert home and my friend said "I didn't know we were done". She said "No hurry" and set down the check. This was a casual steakhouse, not a fast-food restaurant. The service was so rushed that it ruined the experience.

Now let's look at a different experience. The other morning we had breakfast at a well-known restaurant and the experience was awesome. The timing sequence of the food was right as it should be and at no time did we feel rushed. The server came to the table when we were finished and brought us boxes. A few minutes after that she returned with the check. She said, "No hurry I am here to help you as long as you are seated at my table".

Could your team be rushing customers out so fast they are losing sales and repeat customers?

Let's look at some ways you and your team could be losing revenue when a customer feels rushed:

Restaurant

• The customer might order another cocktail (maybe the customer wants another drink refill)
• The customer might order dessert if you give them enough time to finish their entrees (lost revenue)
• If a customer is rushed they might tip less thinking you ruined their experience (as in the steakhouse experience we tipped 15% and in the breakfast restaurant we tipped 25%)
• If you ruin an experience for a customer who is having a special day they might not return (future lost revenue)

Business

• The customer may buy accessories (more revenue)
• If the customer is given more time or a salesperson helps them they might buy a more expensive product (increased revenue)
• If a car salesperson spends more time with a customer maybe they can suggest another vehicle that costs more and better fits the customer's needs (more revenue)
• If you or someone on your team are speaking with a customer on the phone about ordering a product instead of rushing them into making a purchase you might suggest an item that could be added to the first product (added revenue)

I know that when we are rushed we don't spend as much and don't tip as well. If your employees are trained to read a customer they will know when to either slow down the service or keep a faster pace going.

All businesses aren't the same. Fine dining isn't the same as fast food, but casual dining doesn't mean a customer wants to be rushed. Single diners are different than couples. It's all about reading your customers and giving them a positive experience. Always remember, you want that customer to return and spend more money.

Let us at The Hart Experience educate you and your team on how to read a customer's body language, their voices, and their families or guests. (obviously, if children are with a customer you will want to keep everything going at a fast pace)

Contact Debbie at The Hart Experience for your complimentary business evaluation at 602.717.3271, Debbie@thehartexperience.com

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