Use your 'sequence of service' to drive revenue, loyalty and reviews.

How to use your 'sequence of service', once all the food has been served, to drive more revenue, increase loyalty and get reviews.

If you don't already have a sequence of service, I'm referring to the sequence of customer touchpoints that you have specifically engineered to give your customers a great experience and maximise upsells.

Example:

1. Welcome

2. Seat, drinks menus, water choice

3. Drinks order and explain menu choices / upsells

4. Deliver drinks and take food order

5. Deliver food, check drinks

6. More drinks

7. Clear plates, drop dessert menu

8. Dessert / digestivo order

9. Deliver dessert then clear

10. Farewell + more value

The final step, the farewell, is an opportunity to drive more value from the customer. Simply saying "thanks, have a nice night" is a wasted opportunity and leaves money on the table.

Examples

Get more 5 star reviews

"Thanks for dining with us tonight, I really enjoyed looking after you. Please enjoy these complimentary macarons which will be lovely with your coffee tomorrow morning."

Then, the 'thank-you email automation' asks for a review

Get more return visits mid-week

"Thanks for dining with us tonight, here are a couple of free drinks cards that you can use on your next visit, any night Mon - Thurs."

The 'farewell' can be so much more than just a polite goodbye. Use this step to create the most value possible, whether it's accelerated word of mouth, more loyalty, more reviews or sign-up to the birthday club.

Having a structured sequence of service creates the framework to align your entire FoH team around a culture of revenue growth.