BUS605: Strategic Project Management

Any business that provides customer service relies on good first impressions. When a guest enters your restaurant or food service establishment, the guest makes judgments about the business based on the appearance, grooming, posture, and courtesy of the staff, and the appearance of the business. In other words, these factors communicate a message to the guests about the business and its attitude to guests. These first impressions can colour the guest's perception of the entire dining experience. Once the perception is formed, even if it is faulty, it is very hard to change. You only get one chance for a good first impression (Figure 8).

Figure 8. A friendly smile, spotless premises, and an attractive menu creates a good first impression.

If guests come into your restaurant and see you replacing the hot vegetables on the buffet while dressed in a stained or torn uniform, they may immediately jump to the conclusion that the restaurant staff is sloppy. If the host does not greet them politely when they first come in the door, they may feel that customer service is not a priority. The appearance of the business itself is also part of creating a good first impression. Dirty windows, a tattered menu, untidy service areas, spills on the buffet table, and less than pristine washrooms can create a negative impression.

To create a good first impression of your business, you should:

• Keep all work areas tidy
• Greet guests as soon as they enter, even if seating guests is not your responsibility
• Make eye contact and smile at guests when in the dining room
• Ensure that uniforms are spotless when you enter a public area
• Maintain an erect posture and alert manner

Source: The BC Cook Articulation Committee, https://opentextbc.ca/workinginfoodserviceindustry/chapter/strategies-for-effective-communication/
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