One of my ex-partners told me years ago not to worry so much about service, the food will be the key to our success. The truth of the matter…the food is integral to the success of Blue Adobe “Santa Fe” Grille, but without proper levels of service our concept has almost failed twice.
My service philosophy is pretty basic, but effective. One, greet in a timely fashion. Two, pay attention and deliver desired results. And lastly, Three, show appreciation for the business. I am famous for saying the following, “If you think this is easy, go ten places tomorrow”. Most places won’t even invite you back. I find this amusing, since quite a bit of money is spent on marketing.
Let’s start off with (One). When you are dealing with someones stomach, their sense of time is not in sync with the Atomic clock. 30 seconds can feel like five minutes. Our standard is to provide some type of interaction within 60 – 90 seconds. Second to the greeting at the door, this standard sets the tone for the entire experience. I tell my co-workers all the time, that missing this standard, is considered our #1 Capital Offense on a Guest.
(Two) We are suppose to be the experts at the Blue. Sometimes we can provide information that will help us tailor our guests order to meet their specific needs. This philosophy is called the Platinum Rule…treat our guests the way they want to be treated. We also repeat back our guest’s order to ensure accuracy. As far as “To Go” orders go, accuracy is crucial. I tell my co-workers to imagine, setting their to go bag on the coffee table, kicking their feet up and then finding out that their order is missing or is wrong. I get angry as a consumer just thinking about it.
(Three) I find that the busier we get, sometimes, I fall into the trap of taking our guests for granted. It’s subtle, but I notice. I try to subscribe to the 1st day philosophy. Treat our guests the same way we treated them the 1st day we opened, except with more experience. With all the regulars we have, this task is increasingly more difficult but still a top priority. I have approached our guests professing my gratitude, when I was not able to spend ample time or appreciation on their way out or during their next visit.
We strive as “The Blue Crew” to provide an engaging level of service, without process. This is so important to us, that if we fail, we want to know. Our Philosophy is simply stated, “If everything is GREAT we would love to know. If not so GREAT, we have to know.” The best place to handle feedback is on the spot, but we do provide six review sites on our website as another option.
Thanks to all our Craving Fans.
See you at the BLUE,