by Ross Kingsley | Dec 26, 2024 | RESTAURANT BUSINESS: BEHIND THE KITCHEN DOOR
In the restaurant business, reputation is everything. More than ever, online customer reviews shape the perceptions of potential future customers. While positive reviews will boost your business, negative ones tarnish your image if not handled properly. Responding to these reviews isn’t just about damage control—it’s an opportunity to show your commitment to customer satisfaction. Enter the mantra: “Smile, Apology, Gesture.” This simple yet powerful approach can turn a negative experience into a positive impression.
Smile (Stay Positive)
When you come across a negative review, it’s natural to feel defensive. But responding with frustration can escalate the situation. Instead, begin by adopting a positive mindset. Acknowledge that feedback, even harsh, is valuable. A professional and friendly tone in your response shows other readers that you care and take criticism constructively.
Apology (Take Responsibility)
An apology doesn’t mean admitting fault; it means empathizing with your customer’s experience. Use language like “We’re sorry to hear that this didn’t meet your expectations”, to validate their feelings. Avoid excuses or overly detailed explanations. A genuine apology communicates that you’re listening and care about improving.
Gesture (Make It Right)
The final step is to extend an olive branch. Offer a tangible gesture to rebuild trust, such as inviting the customer back for a complimentary meal or providing a discount. Be specific and ensure the gesture addresses their concern. For instance, if the complaint was about service, assure them that staff training is underway and invite them to experience the improvement firsthand.
The “Smile, Apology, Gesture” approach demonstrates professionalism, accountability, and a willingness to improve. Handling reviews with care not only mitigates negative feedback but also fosters loyalty and trust among current and potential customers. After all, in the restaurant world, reputation is served with every dish.
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© CHURRASCO PHUKET STEAKHOUSE / ALL RIGHTS RESERVED
Churrasco Phuket Steakhouse serves affordable Wagyu and Black Angus steaks and burgers. We are open daily from 12noon to 11pm at Jungceylon Shopping Center in Patong / Phuket.
We are family-friendly and offer free parking and Wi-Fi for guests. See our menus, reserve your table, find our location, and check all reviews here:
https://ChurrascoPhuket.com/
#Churrascophuket #jungceylon #phuketsteakhouse #affordablewagyu #wagyu
by Ross Kingsley | Dec 23, 2024 | RESTAURANT BUSINESS: BEHIND THE KITCHEN DOOR
Choosing the right name for your restaurant is one of the critical decisions you’ll make. It’s not just a name; it’s the first impression, the promise of what diners can expect, and a key factor in whether potential customers walk through your doors or scroll or walk past. A restaurant’s name should immediately convey its level, style, and cuisine, leaving little room for confusion.
When naming your restaurant, clarity should take precedence over creativity. For example, a name like “Bella Trattoria” instantly signals Italian cuisine, while “Smoked & Co.” hints at barbecue or smoked dishes. On the other hand, vague or overly quirky names—though they may be memorable—can mislead or fail to attract your target audience. A name like “Purple Elephant” might be intriguing but does little to convey whether you’re serving Thai food, fine dining, or cocktails.
Another common pitfall is the “Ego Trap”—using your own name or opting for an inside joke that means little to potential customers. Unless you’re a renowned chef or restaurateur, names like “Joe’s Table” or “Benny’s Experiment” lack the clarity diners seek. Your reputation isn’t established yet, so the name should work to sell your concept, not your identity.
Remember, a good name sets the tone for your restaurant. It should align with your decor, menu, and overall brand. A sleek, modern bistro won’t resonate with a name like “Grandma’s Kitchen,” just as a casual taco joint might seem pretentious with a name like “Estudio Gastronómico.”
Ultimately, your restaurant’s name should be simple, descriptive, and evocative of the dining experience you’re offering. Get this right, and it will be the first step in building a memorable and successful brand.
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© CHURRASCO PHUKET STEAKHOUSE / ALL RIGHTS RESERVED
Churrasco Phuket Steakhouse serves affordable Wagyu and Black Angus steaks and burgers. We are open daily from 12noon to 11pm at Jungceylon Shopping Center in Patong / Phuket.
We are family-friendly and offer free parking and Wi-Fi for guests. See our menus, reserve your table, find our location, and check all reviews here:
https://ChurrascoPhuket.com/
#Churrascophuket #jungceylon #phuketsteakhouse #affordablewagyu #wagyu
by Ross Kingsley | Dec 23, 2024 | RESTAURANT BUSINESS: BEHIND THE KITCHEN DOOR
Marketing is a crucial element for restaurant success, but strategies must vary depending on your location and target audience. A restaurant in a bustling big city serving corporate clients and regular diners will need a very different approach from one in a tourist-heavy area with high guest turnover.
For urban restaurants catering to corporate groups and local regulars, marketing efforts should focus on building relationships and fostering loyalty. This audience values consistency, quality, and reputation. Channels like LinkedIn or targeted email campaigns can be particularly effective for engaging corporate clients. Networking with local businesses and hosting exclusive events can also create strong ties to the community. Regular customers appreciate loyalty programs, curated menus, and an emphasis on impeccable service, which word-of-mouth marketing can amplify over time.
In contrast, restaurants in tourist-heavy areas face a different challenge: attracting a constantly changing audience. Here, marketing should aim to stand out quickly and make a memorable impression. Platforms like Google Maps, TripAdvisor, and Instagram are vital in reaching travelers researching dining options on the go. Collaborating with local hotels, tour operators, and travel blogs can also help capture the attention of short-term visitors. The focus should be on creating buzzworthy, shareable moments that tourists want to post about, such as visually striking dishes or unique themes.
When it comes to platforms like TikTok and X (formerly Twitter), their fast-paced and often casual nature makes them less suitable for targeting serious diners. These diners prioritize credibility and refined experiences, which are better conveyed through well-crafted branding, trusted review sites, or even partnerships with local media.
Ultimately, marketing isn’t one-size-fits-all. Understanding your audience and location is the foundation for crafting an effective strategy that aligns with your restaurant’s goals and identity.
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© CHURRASCO PHUKET STEAKHOUSE / ALL RIGHTS RESERVED
Churrasco Phuket Steakhouse serves affordable Wagyu and Black Angus steaks and burgers. We are open daily from 12noon to 11pm at Jungceylon Shopping Center in Patong / Phuket.
We are family-friendly and offer free parking and Wi-Fi for guests. See our menus, reserve your table, find our location, and check all reviews here:
https://ChurrascoPhuket.com/
#Churrascophuket #jungceylon #phuketsteakhouse #affordablewagyu #wagyu
by Ross Kingsley | Dec 23, 2024 | RESTAURANT BUSINESS: BEHIND THE KITCHEN DOOR
Consistency is another vital element of running and maintaining a successful restaurant. While creativity and innovation can draw customers in, it’s consistency that keeps them coming back. In an industry where customer loyalty is hard-won, maintaining a dependable experience is non-negotiable.
Whatever level you aim for—whether it’s fine dining, casual comfort food, or quick-service meals—you must deliver the same quality, presentation, and service every time. Diners come to your restaurant with expectations based on their previous visits, and your job is to meet or exceed those expectations without fail.
Nobody likes surprises when it comes to dining. While an unexpected birthday dessert might delight, an overcooked steak or slow service will only disappoint. Surprises, especially negative ones, break the trust you’ve worked hard to establish. Guests want to know that every time they walk through your doors, they will receive the same standard of food, atmosphere, and hospitality.
Consistency begins in the kitchen. Your recipes, cooking techniques, and ingredient sourcing should all be standardized to ensure that every dish tastes as good as the first time a customer tried it. Staff training is equally critical. From front-of-house to back-of-house, everyone should understand and uphold the standards you’ve set.
Beyond food, consistency in service, ambiance, and cleanliness plays a big role in shaping customer perceptions. A friendly and attentive staff, a well-maintained space, and an inviting atmosphere should be constants, not variables.
Inconsistency confuses and frustrates customers, while a steady, reliable experience builds trust and loyalty. The most successful restaurants aren’t necessarily the flashiest or trendiest—they’re the ones that consistently deliver on their promises. By prioritizing consistency, you create a dining experience that customers can depend on and recommend to others with confidence.
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© CHURRASCO PHUKET STEAKHOUSE / ALL RIGHTS RESERVED
Churrasco Phuket Steakhouse serves affordable Wagyu and Black Angus steaks and burgers. We are open daily from 12noon to 11pm at Jungceylon Shopping Center in Patong / Phuket.
We are family-friendly and offer free parking and Wi-Fi for guests. See our menus, reserve your table, find our location, and check all reviews here:
https://ChurrascoPhuket.com/
#Churrascophuket #jungceylon #phuketsteakhouse #affordablewagyu #wagyu
by Ross Kingsley | Dec 23, 2024 | RESTAURANT BUSINESS: BEHIND THE KITCHEN DOOR
Service is another backbone of successful restaurants. No matter how great your food or how beautiful your space, if your service falls short, customers are unlikely to return. In an industry built on hospitality, the way you make people feel is often as important as the meal itself.
Friendly service sets the tone for a positive experience. From the moment a guest walks through the door, they should feel welcomed and valued. Warm smiles, genuine greetings, and attentive interactions can immediately put customers at ease and create a connection that keeps them coming back.
Prompt service is equally essential. Diners are often on tight schedules, whether they’re grabbing a quick lunch or enjoying a night out. Long waits or delays in taking orders, serving food, or processing payments can frustrate customers, no matter how good the food is. Efficiency doesn’t mean rushing, but it does mean respecting your guests’ time.
Caring service goes a step further, showing customers that they’re not just another table number. This might involve remembering a regular’s favorite drink, accommodating dietary restrictions with grace, or simply checking in to ensure everything meets their expectations. A caring attitude builds loyalty and encourages word-of-mouth recommendations.
Efficiency behind the scenes is just as crucial. Seamless communication between servers, kitchen staff, and management ensures that every aspect of the dining experience flows smoothly. Customers notice when a restaurant operates like a well-oiled machine.
Unexpected service touches can elevate an experience from good to unforgettable. A complimentary amuse-bouche, a handwritten thank-you note with the check, or offering to box up leftovers without being asked are small gestures that leave a lasting impression.
Ultimately, service is what transforms a meal into a memory. Invest in it, refine it, and make it the cornerstone of your restaurant’s identity.
by Ross Kingsley | Dec 23, 2024 | RESTAURANT BUSINESS: BEHIND THE KITCHEN DOOR
When starting a restaurant, getting your pricing strategy right is crucial. Pricing isn’t just about covering costs or generating profits; it’s about creating a perception of value that resonates with your target customers. Striking the right balance can make or break your business.
Appropriate pricing is the foundation. Your prices should align with your restaurant’s concept, location, and target demographic. A fine dining establishment can command higher prices, but a casual eatery needs to stay within a range that feels accessible. Research your competition, understand the local market, and set prices that reflect the quality and experience you’re offering while remaining competitive.
Value-for-money is what keeps customers coming back. Diners are willing to pay a premium if they feel the experience justifies the cost. This doesn’t always mean offering the lowest price—it means ensuring that every dish feels worth its price tag. High-quality ingredients and generous appropriate portions all contribute to perceived value.
Convenient payment options are often overlooked but play an important role in customer satisfaction. In today’s digital age, offering flexibility in how customers can pay is essential. From traditional cash and credit cards to contactless payments and mobile wallets, make it easy for diners to complete their transactions. Streamlined payment systems not only enhance the customer experience but also improve operational efficiency.
Pricing is about more than numbers on a menu; it’s about understanding your audience and delivering an experience that feels worthwhile to the people who pay the bills. When customers leave feeling they’ve received great value for their money, they’re more likely to return and recommend your restaurant to others.
In the competitive world of dining, price matters—not just in terms of cost, but in the value and convenience it offers to your customers.
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© CHURRASCO PHUKET STEAKHOUSE / ALL RIGHTS RESERVED
Churrasco Phuket Steakhouse serves affordable Wagyu and Black Angus steaks and burgers. We are open daily from 12noon to 11pm at Jungceylon Shopping Center in Patong / Phuket.
We are family-friendly and offer free parking and Wi-Fi for guests. See our menus, reserve your table, find our location, and check all reviews here:
https://ChurrascoPhuket.com/
#Churrascophuket #jungceylon #phuketsteakhouse #affordablewagyu #wagyu
