chrisbrogan.com - Latest Comments in Serving Suggestions

Re: Serving Suggestions

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Re: Serving Suggestions

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Re: Serving Suggestions

Daniel — Fri, 06 Feb 2009 04:18:37 -0000

another great post that I can apply to our business in the dental clinic

Re: Serving Suggestions

joshself — Thu, 05 Feb 2009 19:41:17 -0000

Great analogies Chris! As another restaurant industry employee (7+ years) I appreciated the article. I'm actually taking alot of the concepts that I've learned over the years in the restaurant industry and applying them to my blogging and wedding photography business. Like someone said previously, its all about reading your customers / guests / clients and customizing your product or service to meet their needs. If you can do that, you win every time!

Re: Serving Suggestions

Stephanie — Wed, 04 Feb 2009 22:19:49 -0000

You gave me a new appreciation for those dreadful years I spent waiting tables in college! This comparison is simple, something I know well and an approach I can use to improve my peformance and the service I provide for clients. Thank you!

Re: Serving Suggestions

Doug Firebaugh — Wed, 04 Feb 2009 12:14:00 -0000

If we all had the same "menu mentality" with our busineses, as you so aptly described, we all would see dramatic improvements in our results-Finishing strong is the key! thanks for sharing Chris- awesome post and great insight!

Re: Serving Suggestions

Simon Synett — Wed, 04 Feb 2009 05:27:15 -0000

Making a recommendation is one thing when the diners are already seated there with a great appetite, because you're offering a solution to a problem that they know they have.

But you know how horrible it can be when the restautant has a fellow standing outside and "recommending" the day's specials to passers by.

I think it's one of the most fundamental aspects of any relationship that you don't answer a question that isn't being asked. If you know that a client, or your spouse or child for that matter, has a problem that you can solve, you need to invest the time to help them articulate the problem and ask the question. Then you can recommend the solution.

Re: Serving Suggestions

Grant Currie — Wed, 04 Feb 2009 04:04:46 -0000

Great analogy. Food and business . A man after my own heart.
Keep up the good work

Re: Serving Suggestions

Dave Ferrick — Tue, 03 Feb 2009 22:51:57 -0000

Not to get lost in the allegory but I ran into a perfect example of Finish Strong Saturday night at the Highland Kitchen in Somerville, MA.

My companion and I ordered an appetizer recommended by the server, however when she returned with it, it was the wrong plate. It took us a few seconds to absorb this so we needed to call her back over to tell her about it. She took it away sincerely apologetically and the manager (could've been owner) returned with the correct appetizer again with sincere apologies. At that point all was more than forgiven in our minds and if asked about the experience, I'd recommend it.

We finished our appetizer and meals and sat talking over drinks for an hour and when I requested the tab, the waitress brought it over and wished us well. Within the minute, the same manager returned and placed a glass of an Italian Moscato (dessert wine) in front of both me and my date apologizing again for a mistake earlier in the night (probably about 90 minutes removed at this point) and mentioned the wine was "a lovely way to finish a fantastic meal". Passion for his customers and his product within one small gesture.

After the first apologetic gesture I'd give a thumbs up for this restaurant if asked for my opinion. Now I make it a point to recommend the Highland Kitchen to friends, family and colleagues.

P.S. I recommend both the Freeform Mushroom Lasagna and the Braised Pork Shoulder with Smoked Bacon (ludicrously tender)

Re: Serving Suggestions

Lawton chiles — Tue, 03 Feb 2009 22:31:43 -0000

Chris, I had a great conversation with my 77 year old grandmother about cafe-shaped communities. It was a lightbulb moment for both of us-and a whole new way to understand how to win on the Internet by building great conversations

Re: Serving Suggestions

Lucas Ng — Tue, 03 Feb 2009 20:14:35 -0000

In the food business, a lot of [egotistical] chefs make the fatal mistake of deciding to serve what they think people should eat, not what people _want_ to eat. Big difference.

My parents owned a classic Chinese mom-and-pop takeaway for over 25 years while new, "cool & hip" joints kept opening up with their trendy fusion inspired food (or whatever the era's fad food was, currently its tapas) and just as quickly shut down.

My parents understood exactly what hungry people wanted. They culled the items that they loved but the regulars never bought. They created word-of-mouth buzz for new menu items. They did the little things that became our takeaway joint's unique selling point: Remembering the names of every regular. Giving free drinks and prawn crackers to big spenders. Sending the regulars a bottle of wine at Christmas with a simple handwritten note. Service with a smile.

Heck, my parents didn't have to do any of this as Australia does not have a big tipping culture, but I reckon they could teach the best of us online marketers a thing or two about marketing and hospitality!

Re: Serving Suggestions

Jill Mullin — Tue, 03 Feb 2009 19:13:59 -0000

Great post. I am a sever turned account person and I often credit restaurants for teaching me everything I know about business. A restaurant lesson of mine that parlays into business and social media:
Appearance is Everything!
Iron your shirt, clean your fingernails, keep your hair back and don't smell like smoke. Who wants a dirty waiter serving them dinner? A servers appearance is crucial to your dining experience. Much like the appearance of your website, office and even your employees (certainly the client facing ones) is critical to your business experience. It's not shallow, it's human nature. People like to be around nice looking things. Clean, organized and visually appealing will always beat out messy, wrinkled and stained. Packaging is everything.

Re: Serving Suggestions

Ashtyn — Tue, 03 Feb 2009 19:00:04 -0000

Interesting discussion comparing a food menu/cuisine choice to business. Developing a menu in this household can be difficult. Some members of the household are visual. They have to see what we have to offer in the kitchen before they can decide on a meal plan. The same can be said of finding the solution to a business problem. You need to visualize the possible solutions, and you never know, the solution might be right in front of you.

This post has given me a lot to think about.

P.S. I was a waitress for years, and one of the best at my job. It might just give me the edge at this business thing now that I'm no longer in the food industry!

Re: Serving Suggestions

Connie Crosby — Tue, 03 Feb 2009 18:19:52 -0000

>>>Connie scrambles to re-write her business website<<<

Re: Serving Suggestions

Connie Crosby — Tue, 03 Feb 2009 18:19:14 -0000

Oh, MAN!

<<>>

Re: Serving Suggestions

Cindy — Tue, 03 Feb 2009 16:37:15 -0000

@Deirdre @chrisbrogan I was in sales and I'm a mom --never been a waitress. But since I've been involved int social media I've learned simple etiquette in real life that I never was taught growing up. LOL.

I'm nicer now. And my tantrums aren't as scary to passers-by.

Re: Serving Suggestions

chrisbrogan — Tue, 03 Feb 2009 16:33:02 -0000

@Deidre - you know, I'd forgotten that he said that. How interesting. I'm thinking we're on to something here.

Re: Serving Suggestions

Deirdre Reid — Tue, 03 Feb 2009 16:20:54 -0000

You might remember Dave Carter (@dkrcarter) saying this in the recent Awareness Inc webinar that you participated in -- "Everything I learned about social media, I learned as a waiter in a restaurant." This struck home with me because (in a past life) I managed restaurants for ten years and spent additional years either in the front or back of the house. So much of what makes good sense about social media is what a successful restaurant operator does -- listen to and know your what your customers want/need, treat them as you would want to be treated (the golden rule), apologize sincerely and fix mistakes as soon as you find out about them, know what's happening at all times both in your restaurant and in your market, be yourself, be authentic (believe me, their gut can tell the difference), be honest, and do the right thing always (not the easy thing). Following these precepts will make it easy for your customers to be an evangelist for your business. We all know how word-of-mouth works.

I'm sure there are many more similarities but these are the ones off the top of my head and seem imprinted in me (years of practice!). Aren't these all the things that any smart company does in the social media world?

Re: Serving Suggestions

Cindy — Tue, 03 Feb 2009 15:58:40 -0000

My meal was delightful thank you.

It gave me a brief glimpse of where I might take my marketing for holistic health services.

Re: Serving Suggestions

James Hipkin — Tue, 03 Feb 2009 15:55:47 -0000

Relationship equity is what separates a product with a name from a brand.

The marketplace you compete in, whether it's your personal brand or your product, is often filled with competitors who, at the functional level, are parity. Delivering what's not expected, or what's expected in an exceptional manner, creates relationship equity. This not only builds your brand, it also provides competitive insulation.

Your post highlights the importance of the total package, which is much more than the functional benefits of the product, in creating relationship equity.

Re: Serving Suggestions

Jordan Rohde — Tue, 03 Feb 2009 15:49:50 -0000

Best question I was ever asked in an interview, and one I use to this day when I interview, is "are you a problem solver or a problem identifier?" the people that are problem solvers will answer yes and provide examples where they ahve done this, without hesitation.

Re: Serving Suggestions

Beatriz Alemar — Tue, 03 Feb 2009 15:13:37 -0000

Chris,

I always look forward to your posts - this one is a perfect reason why. You've made great use of the restaurant metaphor. I will take this one to heart. I am going to start recommended instead of asking. Great advice for anyone. Show them that you are working on solving problems. Even if your solutions aren't what the want, they have something to work from. Perfect! Thanks!
@balemar

Re: Serving Suggestions

Steve Nimmons — Tue, 03 Feb 2009 15:03:45 -0000

Bring solutions, not problems is a wise approach. I would add a cautionary note however, appearing to 'suggest' too early or 'have an answer' too quickly can play badly in certain cultures. I know it is not the intention, but in the 'stiff upper lip' world of England it can appear somewhat gauche to be presumptuous. I often find that clients want to feel a bespoke solution is coming their way, even though in all other realms of sense a proven 'cookie cutter' solution 'from the menu' is a lot more appropriate (and cost defined!). Understanding global restaurant culture might well be a first step to understanding successful globalisation!

Re: Serving Suggestions

Jeremy — Tue, 03 Feb 2009 14:46:57 -0000

Great article. I really like the restaurant analogies - easy for anyone to relate with.
I also dig the references to Billings, MT. I work about 1/2 mile from that Famous Dave's!

Re: Serving Suggestions

rebeca trautner — Tue, 03 Feb 2009 14:37:56 -0000

"how was your dining experience?"

i consistently come back for more - so it's fulfilling. You are my "Ruth's" Chris.