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Monday, October 10, 2016

Balancing Act

Here is a case where a decision is impacting the business in very visible ways.


When the restaurant started the employees were instructed to “greet and seat” entering customers “ASAP”, providing preference over servicing seated customers. This created waiting lines of employees at the entrance during slack periods, another welcoming sign to customers, and helped build a repeat customer base.


At some point the process shifted to one where seated customers received priority. This resulted in customer “queues” waiting to be seated at one of the many empty tables they could see. The repeat customer base shrank as a result.


How about the balance between reservations and walk-ins?


In the restaurant business, “time is money”. Get them seated, serviced and billed/collected to make room for the next customer.


Where is the balance in your business?


Steve Koenig, SCORE Counselor


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