A well-designed Server Excellence Survey should consist of 20–25 questions that measure five key components of service. White tablecloth restaurants and quick service delis can both benefit from such surveys.
Sales & Merchandising
Do counter or table service employees feel they have the marketing support and selling tools they need to maximize sales?
Workplace Support
How do counter and table service employees perceive the climate of teamwork, from owners to managers to janitors?
Facilities & Equipment
Does the equipment work? Is it reliable? Is the operation as efficient and productive as it can be?
Management Attitude
Are managers leaders, open to suggestions and input? Do they follow through?
Restaurant Culture
Are employees proud of their workplace, their job and their position in the community? Does the operation have a personality, or more importantly, does the operation practice values and integrity?
So whether you have a white tablecloth restaurant or a quick service deli, when you conduct a Server Excellence Survey, you send strong messages to your employees: That you care and you value their opinion. This change in management approach might be difficult at first. But once this new inclusive team thinking is introduced and appropriate corrective measures have been taken, service efficiency will improve, as will the morale, motivation and self-esteem of your employees.
See also:
The 1% solution
Dumb and dumber
Was it something I said?
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