Delivering the Service Standards
- Before & After service
A great customer experience must be "designed". this means that our work before and after our customers are with us is key to ensuring the "in service" part goes as smoothly as possible & creates lasting memories
For the next few minutes lets take some time to look at those key behaviours and actions that we must focus on. To see what our customers do, it is important we "stand back" and look at our areas to see it like they do.
Counter area
Below is a visual of a counter area. Take some time to move around the spots and see if you have spotted what should be actioned before we go into service.
Click on the white dots in the image to read
about how to take care of that particular area.
PRINTED SIGNAGE
- nothing handmade, clean, in good condition.
DISPLAY UNITS
– clean, dust free, well lit, in good repair.
PRODUCTS
– front loaded, labels visible, straight lines, no cling film, packaging quality.
TILL AREAS
– clean and clutter free.
COFFEE MACHINE, POSTMIX ETC
– no visible cords or pipes.
DIGITAL SIGNAGE
– On, correct menu, lit, working correctly
Seating area
Below is a visual of a seating area. Take some time to move around the spots and see if you have spotted what should be actioned before we go into service
Click on the white dots in the image to read
about how to take care of that particular area.
FLOORS
FLOORS – all debris removed from area. Floors mopped.
CHAIRS
– centered and pushed under tables.
PRINTED MATERIAL
– current, no home-made, centered.
SURFACES
- Clean including base of chairs, edges.
Do you know the answers?
Below are three cards with a question. What would your response be? Click on the card to flip and see the recommended answer.
What are the key focus areas when we are preparing condiment and beverage stations for service?
Clean, fully stocked, tidy, machines in working order.Cleaning is an essential task before and after service. However, name a few other fundamental actions that must happen AFTER service?
All equipment stored out of sight and defects reported, end of day POS (point of sale) routine.What are the checks that we should make in our area to ensure the environment is right for the customers?
Right temperature, music- on, fresh odour, bins emptied, lights working, digital signage on, current menu content running.