The Current Industry Business Model
Beyond dilution control equipment, not much has changed for the large sanitation chemical providers. Their business model remains based on selling more chemical volume (price competitiveness). Their sales representatives are still rewarded on sales volume (which equates to chemical volume) and in our capitalistic system - rewards drive behavior.
Consider the following: if a sales representative is financially rewarded on volume sales, what is he/she incentivized to do? Read on yo learn more
In an era where whistleblower and retaliation claims outpace every other type of employment claim, one can never tell when a disgruntled employee may file a frivolous complaint. Accordingly, restaurants should take certain basic steps to review and eliminate common, often overlooked OSHA violations. As a bonus, improved OSHA compliance will also reduce hazards and provide a non-union employer an opportunity to demonstrate interest to its employees, as well as better engage them in the company's success. Such efforts will improve morale, productivity and customer service, and likely reduce employee grievances and legal claims.
Here are some areas of concern, and some practical steps, applicable to any restaurant setting:
Customers might get angry for a variety of reasons, some justified, some not. Whether they confront you face-to-face, over the phone or in Live Chat, you are likely to encounter frustration, aggressiveness, irritation and very little patience. Handling such customers is one of the most difficult, stressful and challenging parts of the customer service job.
While unhappy customers tend to spread their negative experiences through word-of-mouth, online customer reviews and comments in social media channels, it can really hurt your brand’s reputation and even lead to revenue loss. On the other hand, the right response to a customer complaint can actually turn those unsatisfied customers into your loyal fans.
Check our Infographic with 10 simple tips on how to handle angry and rude customers effectively and 10 great quotes to remember when dealing with them. Have something to add? Feel free to share your thoughts in the comments.
Kendall’s School of Hospitality Management, ranked by an ORC International– 2013 Survey as the No. 1 program in Chicago for preparing students for hospitality careers, has released its trends outlook for the hospitality industry in 2014.