7 minute read
Customer service 101
from Bottom Line December 2020
by Foodbuy
Going into 2021, the focus for many operators will be on sustaining, and hopefully growing, their customer base. And with so many restaurants fighting to stay afloat right now, you need to make sure you’re on top of your A-game when it comes to customer service. Whether it’s solving a drive-thru dispute, an unpleasant dinein experience, or placating a grumpy customer, make sure you and staff are prepared to make all of your customers leave happier than when they came in.
Acknowledgement and eye contact
Be sure to acknowledge all guests with a friendly smile when they enter. Yes, even with a mask on! Your eyes are actually a part of your smile. This will make your guests feel welcome and wanted.
Warm greetings
Guests need to be greeted warmly and promptly. Getting to know the names and favourite orders of repeat customers is an excellent way to build a positive relationship and personalize their experience.
Product knowledge
While it may seem like a given, product knowledge is a crucial element that can’t be ignored. Make sure that all of your staff knows your menu, inside and out. With many people having food allergies (nuts, shellfish, etc) and many more following various eating regimes (vegan, vegetarian, low carb) it’s imperative that your staff is able to give the correct information. In-depth product knowledge allows servers to help customers get the most out of your menu, and ensure they’ll have a meal they can enjoy, and hopefully come back for again.
Be present and enthusiastic
Make your guest the focus when they visit your restaurant. Avoid side conversations with colleagues or starting new tasks until your guests have been served. And when you are serving them, be enthusiastic. Make them feel you want to be there with them, and that they are more important than any other tasks or conversations that you may have been engaging in. Enthusiasm is contagious. If you show you are happy to be there with them, you will make them feel more comfortable and enjoy the time in you restaurant
Respond quickly
No customer wants to be kept waiting. This is true for in-person interactions, as well as chatbox software and phone calls. Good customer service skills require being able to not only adapt, but do so quickly. Be attentive to their needs, and don’t delay getting them what they need. Good time management abilities is a bonus when you are dealing with many customers at once. If you leave someone waiting too long, there’s a good chance their frustration levels will increase, making it even harder to get their satisfaction levels up. And frustrated customers are more apt to leave, and possibly not return — and that’s something you can afford.
Thank them
Always thank your guests for coming. And always invite them back. Let them know how much you appreciate their business. Give them one last smile and send them on their way happy.
RESILIENCE ON THE ROAD TO RECOVERY
Sysco is Canada’s largest foodservice distributor and we know how important food is to communities from coast-to-coast. So, whether you’re looking for operational advice or a premium selection of fresh produce, meat or seafood, Sysco has all the essentials you need to navigate along the road to recovery.
Learn More at: Sysco.ca/Recover
MEDITERRANEAN CHICKEN
The simple, fresh flavours of sun-dried tomatoes, artichokes, lemon and spices come together to create a special make-ahead entrée that will impress a variety of guests.
INGREDIENTS: Chicken: 3 cups (750 mL/12 oz) shredded fontina cheese 2 cups (500 mL/12 oz) chopped marinated artichoke hearts 1 cup (250 mL/8 oz) finely chopped oil-packed sun-dried tomatoes 1 cup (250 mL/2 oz) chopped fresh basil 6 cloves garlic, minced 12 portions Grille & Galley™ Chicken Supreme 7–9 Oz. Skin-on 2 tbsp (30 mL/2 oz) kosher salt 1 tbsp (15 mL/0.6 oz) pepper 1/2 cup (125 mL/4 oz) vegetable oil, divided Potatoes: 3/4 cup (175 mL/6 oz) vegetable oil 1/2 cup (125 mL/4 oz) butter, melted 1/2 cup (125 mL/4 oz) lemon juice 1/4 cup (60 mL/0.4 oz) dried oregano 3 tbsp (45 mL/3 oz) kosher salt 1 tbsp (15 mL/0.6 oz) pepper 1 tbsp (15 mL/0.1 oz) garlic powder 8 lb (4 kg) yellow potatoes, peeled, cut into chunks 1 cup (250 mL/3.2 oz) grated Parmesan cheese
Prep Time: 20 min. | Cook Time: 1 hr 20 min. | Total Time: 1 hr 40 min | Serves: 12
INSTRUCTIONS: 1. Chicken: Toss together fontina, artichokes, sun-dried tomatoes, basil and garlic. Make 2-inch (5 cm) slit into side of each chicken breast, moving knife back and forth to make pocket. Fill each chicken breast with 1/2 cup (125 mL) filling; pull and pinch chicken to seal in filling. Chicken can be prepared up to 1 day in advance. 2. Season chicken all over with salt and pepper. Heat some of the oil in large skillet set over medium-high heat; sear chicken (two at a time), skin side down, for 3 to 5 minutes or until crisp with golden brown crust, adding vegetable oil as needed. Flip and sear for 3 to 5 minutes; transfer to wire rack on tray. Chicken can be seared up to 1 hour in advance. 3. Potatoes: Whisk together oil, melted butter, lemon juice, oregano, salt, pepper and garlic powder; toss with potatoes until well coated. Sprinkle with Parmesan; toss to coat. Place two large roasting pans in 425°F (220°C) oven for 18 to 20 minutes or until smoking hot. 4. Carefully divide potatoes between pans and arrange in even layer; immediately return to oven. Roast, tossing occasionally and rotating pans once, for about 1 hour or until tender and golden brown. Potatoes can be roasted up to 2 hours in advance. Hold, covered, in a warm oven until ready to serve. 5. Assembly (1 portion): Bake chicken breast in 425°F (220°C) oven, for 12 to 15 minutes or until instant-read thermometer reads 165°F (73°C) when inserted into center of chicken. Serve with 1 cup (5.5 oz) roasted potatoes.
Recipe provided by Flanagan Foodservice. For more recipes please visit Flanagan.ca
PROUDLY CANADIAN OWNED Canada’s third largest foodservice distributor, with distribution centres in Kitchener, Sudbury and Whitby. We proudly serve Ontario food operators with service that represents the warmth and tradition that Canadians are famous for. With over 10,000 products listed, Flanagan Foodservice can supply and equip every aspect of your restaurant: from fresh meat and seafood to a full line of smallwares and equipment. Contact us today at 1-855 Flanagan or visit us at www.flanagan.ca to learn more. 34 | THE BOTTOM LINE December 2020
You could be losing out on money.
Are you doing business with, switched to or added one or more of the distributors below?
Have you let the R.I.B.A. office or R.I.B.A. representative know your new account number?
If not, you’re missing out on money.
We cannot process your manufacture rebates without knowing your distributor account numbers. Your account number aligns you to our program for the sake of retrieving your velocities needed to invoice the manufactures for your entitled money.
Contact us today
Nancy Rasic Administrative Assistant Nancy.Rasic@foodbuy.ca 519.668.3396 ext. 208 Toll Free (Ontario) 1-888-320-RIBA (7422)
MO RTON FOOD SERVICE
Foodbuy Independent Channel
R.I.B.A. Independent Channel, Eastern Canada Vice President Christos N. Kyriakopoulos 1-888-320-RIBA (7422) Ext. 202 M: (519) 476-2331
General Manager Rich Hsu 1-888-320-RIBA (7422) Ext. 203
Marketing Manager / Graphic Designer Susan Batsford 1-888-320-RIBA (7422) Ext. 205
Senior Director of Sales Peter N. Kalantzis 1-888-320-RIBA (7422) Ext. 204 M: (519) 476-6522
Project Development Manager / Development Representative George Kapogianis M: (519) 476-7966
Independent Channel, Multi, Western Canada Director of Accounts - Foodservice and Golf Franco Bajzelj (905) 795-5100 ext. 7491 M: (647) 381-4329
Account Manager - Foodservice Mandy Ouellette M: (416) 888-0604 Coffee Equipment & Service
Technical, Logistics & Warehouse Manager Jay Gahwi M: (226) 688-7299
Service Technician / Delivery Dean Kalantzis 1-866-942-4569
Reference Numbers
Supplier Listings
Belmont Meats Burnbrae Farms Canada Bread Consumer Centre Canadian Linen Chase® Merchant Services Ecolab Erie Meat Products Ltd. Export Packers Fresh Start Foods My Barista 888 Norwich Insurance Brokers Pepsico Foodservice Rational Saporito Foods Selectpath - Benefits and Financial Sofina Foods
Distributor Listings
Findlay Foods (Kingston) Ltd. Flanagan Foodservice Inc. (Kitchener) Flanagan Foodservice Inc. (Whitby) Flanagan Foodservice Inc. (Sudbury) Gordon Food Service Mercury Foodservice Morton Food Service Stewart Foodservice Inc. Sysco Central Ontario Sysco Southwestern Ontario Sysco Tannis Sysco Toronto
Call the R.I.B.A. Office Call the R.I.B.A. Office 1-800-465-5515 1-855-326-0940 Call the R.I.B.A. Office 1-800-35-CLEAN Call the R.I.B.A. Office (905) 792-9700 1-800-563-5033 1-888-320-7422 1-800-280-0937 1-800-387-9546 Call the R.I.B.A. Office (905) 944-0505 Call the R.I.B.A. Office Call the R.I.B.A. Office
1-800-267-2596 1-800-265-6550 1-800-265-6550 1-800-565-5850 1-800-268-0159 (905) 546-5554 1-800-265-5663 1-800-461-4473 1-800-461-6543 1-855-373-4555 1-855-736-6000 1-888-440-2524
Equipment Service Numbers
Pepsi Sudden Service Ecolab R.I.B.A. Coffee Direct* Chase® Merchant Services Help Desk 1-800-387-6683 1-800-35-CLEAN 1-866-942-4569 1-800-265-5158
*A direct customer is defined as an account that is invoiced/delivered coffee by R.I.B.A. .
