“Business, like life, is all about how you make people feel.”
So what do feelings and emotion have to do with operating a restaurant? According to the above quote by restaurant legend Danny Meyer, “everything.”
Consider another quote, “People are not rational beings with occasional emotion, they are emotional beings with occasional rational thought.” While you may consider yourself to be a very logical person, consider the last few big decisions you made, like the last car or house you purchased or the person you married. Were those decisions based more on logic or emotion? I rest my case.
The fact is, human beings are emotional creatures. We are attracted to products, places, people and businesses that make us feel good.
So what produces good feelings in a restaurant? Obviously, a lot of things. The food, service, atmosphere, consistency, cleanliness, and more effect the mood and feelings of our guests. However, we believe it’s the level of hospitality, the quality of the personal interactions with your guests, drives your guests’ emotional responses and feelings more than anything else.
Think about having a fabulous meal. The timing, food quality, atmosphere are close to perfect. But the hostess who seated you wasn’t very friendly and the server was distant and even seemed to be a little aloof. Is that going to affect how you feel about your experience and the restaurant? Of course Yes!
We talk a lot about the impact of hospitality in our day- to-day life. “Delivering Your Ultimate Guest Experience.” is a line used by many hospitality organizations. In the course of business not many restaurants or hotels show a proven way to evaluate and improve every touchpoint in there guest journey. It’s a process that many restaurant guest experience leaders have used to maximize the positive emotional outcomes for their guests. At the end of the day hospitality is just like any other business. Its how you make your guests feel.It about everything.
‘I REST MY CASE’
Mzedu Kitchen 