​Get a clearer view on your restaurant’s performance

You read the Yelp reviews about your restaurant. You consider the preferences of your guests when developing your menu. You collect data in an effort to understand what you do well and where you might improve. But do you make an effort to be your own guest in your restaurant – or for your staff to do the same? You may be surprised at what you learn by taking a look at your business from the other side. Consider what you value most about eating restaurant food – either onsite or off-premises. Walk through the customer journey, both online and in person. A recent report from Modern Restaurant Management suggests how to approach this and what to observe. Do you feel welcomed by your brand? If you didn’t have an association with your restaurant, would you want to return? What works really well? Do you think something is missing? Going through this process – and making it something your staff does as well – can reveal strengths and weaknesses in your business that you might otherwise overlook. As for your staff, encouraging their feedback as guests in your restaurant can also help them take ownership of your restaurant – and take responsibility for delivering great service to others. If they notice problems, they may have an easier time seeing how they can be part of the solution.

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