Coffee shop management philosophy: how to make consumers feel at home with service

In the final analysis, coffee shops belong to the service industry, so service is very important. How to smile service, how to bring consumers a better experience and make consumers feel at home are all questions that operators should think about. The following is to share the "four characteristics" of the service, hoping to give you some inspiration for the management of the coffee shop.

Can achieve the "four characteristics" of consumer services. We decompose the "personality, initiative, quickness and subtlety" in the service process into all positions in all departments, not only the front-line departments such as lobby, floor, restaurant and security have four standards, but also engineering, kitchen, finance and other second-tier departments also have four standards, extending meticulous functions to every position in the restaurant.

The personalization of service. This year, on Valentine's Day, the restaurant prepared a rose and chocolate for every couple in the chain as a Valentine's Day gift. To the satisfaction of the guests. This kind of special personalized service is not only a test for coffee shops, but also a kind of training for the brand.

The initiative of service. Active service and passive service is a ruler to measure whether an employee regards the consumer as his or her friend (as God is too abstract). It is easier to do institutional active services such as carrying suitcases for consumers and hanging clothes for consumers. As a manager, the focus of employee initiative service training should be on activating employees' awareness of active service outside the scope of the system. For example, it is more cordial to call out the name of a consumer's child than to remember that consumer's name; finding a demand in the consumer's eyes is far better than the service after the consumer beckons.

The quickness of service. The speed and efficiency of services are directly proportional to consumer satisfaction. In the regular service, in order to order and serve for the consumer in the shortest time, and in order to deliver what he wants to the consumer in the shortest time, the restaurant should be more innovative in improving working procedures and simplifying operating procedures. Less rigid stereotypes. Under special circumstances, coffee shop people also have to rush out of the routine, urgent consumers, to help consumers need.

The nuance of the service. The subtlety of the service lies in the employees' careful observation of the potential needs of consumers and their proactive response. For example, help the young and old in elevators, stairs, halls, etc.; remind guests when they go upstairs and encounter wet ground. These are small things, but we can see the whole through a small part, giving birth to the extraordinary in the ordinary.

In the above explanation of the four characters, it is not to make the service template or regulation, but to train your waiters to really do these things, so as to provide better service. Otherwise, stiff body language and facial expressions may even be counterproductive. An important point for us to open a coffee shop is to provide consumers with a natural and comfortable environment so that they can feel at home. How to implement it requires the operators to constantly figure out how to improve it.