customer service

At Cooper’s Hawk, wine and friends prove an emotional pairing

By Joe Guszkowski on May 26, 2022

The chain’s loyal Wine Club members couldn’t wait to get back to its restaurants last year, helping it to become one of the fastest-growing brands in the country.

Technology

4 best practices for customer service success

Sponsored content from our partner DIRECTV for BUSINESS℠ on Mar. 25, 2022

As consumers return to their pre-pandemic routines of dining out and enjoying time in restaurants with friends and loved ones, they are not just looking forward to enjoying favorite meals, but also the experience.

Marketing

McDonald's overhauls its customer experience functions

By Jonathan Maze on Jul. 26, 2021

The burger giant named Manu Steijaert its first chief customer officer, overseeing a new customer experience team to manage digital and in-restaurant diner interactions.

Consumer Trends

4 ‘diner personas’ reveal what motivates restaurant customers in the age of COVID

By Patricia Cobe on Aug. 28, 2020

New research from SevenRooms can help operators understand and meet guest expectations.

Financing

Curbside service gets new life

By Jonathan Maze on Apr. 17, 2020

More chains and independents are bringing orders to the curb. The service could stick around.

Operations

Texas’ famed Salt Lick tries a subscription service

By Peter Romeo on Nov. 27, 2019

The barbecue landmark will begin shipping products to the homes of patrons who pay a monthly fee.

Marketing

This week’s restaurant nightmares: Language, people

By Peter Romeo on Aug. 08, 2018

Jack in the Box was dead-on in figuring a suggestively worded ad campaign would stir controversy. The same sort of foresight might’ve helped an upstart chain from sounding racially insensitive. But the true recent nightmares were the actual ones reported by restaurant employees.

Leadership

The champion

By Peter Romeo on Jul. 28, 2016

Survey after survey shows that consumers love Papa Murphy's Take 'N' Bake Pizza. CEO Ken Calwell explains why.

Workforce

How to train employees to be nice

By Lindsey Ramsey on Jan. 20, 2014

Earlier this year, it was reported that McDonald’s was encouraging its franchisees to train workers to be less rude to customers. But several operators we spoke to feel that hiring the right kind of people from the start is the best way to ensure your staff has the gift of customer service.

Are you being served?

By Bill Main on Apr. 06, 2000

We want our guests to receive the best service in town...flawless greeting scripts...impeccable plate placement...perfect pacing...a sincere thank you and invitation to return. We want our servers to deliver that first class service. But is it happening?

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