The secretof the

Contents

• Vision and mission• Models and tools• The secrets• Quotes• Questions

No management speak !

Mission and vision

What is Service Quality

«  Service Quality is giving the best service possible, fitted to the expectations, wishes and situation of the guests  »

… given the limits set by the company

Mission statementCrazyWaiter sees himself and wants to be seen as a professional. He adapts his service fitted to the

expectations, wishes and situation of the guests with the primary process as perfect as possible given the limits set by the company. He wants to be an added value in the life of the people around him in whatever way.

•The guest is the central point in his professional life. CrazyWaiter acts as much as possible in the favor of the guest. All guests are equal. As long as they treat the waiters and other people in the restaurant with respect and pay the bill every single guest receives the best service possible.•CrazyWaiter is energetic, friendly and charismatic. He has a positive attitude and likes his job. He dances, sings and makes jokes. He uses several drama- and improvisationtechniques to amuse his guests.•CrazyWaiter knows that he has a lot of qualities and strenghts, but is also aware of all the defaults he has and tries to adapt to soften the weaknesses. He takes responsibility for every error and stupidity he makes. He shares successes with those around him. Complaints are taken seriously and used as input for improvement.•Development is an ongoing process. It's all about being a better personality, know how to do things well and knowing more. He wants to be within the best 10-20% of his peer group. He keeps studying on what he can improve on these three things and tries to widen his knowledge about products and servicequality. For that he follows the latest scientific insights  and hospitality- and serviceblogs  and tries to implement this knowledge in his work. He loves to share his knowledge and ideas with others to inspire and educate them. He speaks as many languages possible.•CrazyWaiter knows that he and his colleagues can only operate well in a work environment that is safe and healthy. He gives the good example and is keen on things that can be improved on this subject. Of course he has knowledge of Basic Life Support•CrazyWaiter is very keen on honesty and integrity (the things you do when nobody is looking).  He doesn't steal (in the most wide sense of the word) from guests, the company he works for or his colleagues. Food, drinks and goods (possibly) destined for guests  are not to be consumed or used. Confidentiality is something normal, never he names, tweets or talks (negatively) about his (famous) guests.•CrazyWaiter knows he's not alone on the world which he lends from his (future) children. So he does as much as charity as possible and acts the most sustainable way possible.•CrazyWaiter never hints on tips. He never does something more (or less) because there are possible tips involved. (FYI In France the service is included, the fixed salary is something above social minimum and tips is extra income but not necessary to surive)

Please read it at Crazywaiter.com

Mission statementCrazyWaiter sees himself and wants to be seen as a professional.

His mission is to delight his guests and creating fantastic memories by giving a perfect service to fit expectations, wishes and situation of the guests with the primary process as perfect as possible - given the

limits set by the company.

He wants to add value and inspiration to the life of those around him to multiply all the good things and vibes in life!

Vision• The guest is the central point of his

professional life. • CrazyWaiter is energetic, friendly and

charismatic. • CrazyWaiter has a lot of qualities and

strenghts and tries to adapt to lessen his weaknesses.

• Development is an ongoing process..• CrazyWaiter is very keen on honesty

and integrity  

Know yourself• Set goals• Write a personal development plan• Know your weaknesses• Listen to feedback• Develop yourself continuously

Models and tools

Servicemodel

ServQual

Peper and salt model

Work atmosphere

Work conditions

Tools

To motivate

To delegate

To develop

The coach

The employee

The environment

And now…the secrets !

Language skills

« If you talk to a man in a language he understands, that goes to his head. If you talk to him in his language, that goes to his heart. »

Nelson Mandela

Improvisation

Phantom of the restaurantColdreading

Voodoo dollLiving statue

Mirroring• Body language, gestures, postures• Repeating orders

Unexpected act of Service• Bringing also a gluten free dessert

when the birthdaycake is coming for a girl

• Looking for some color pencils if you see that those from the guest are broken

• Bringing some wet towels when people have to shake a lot of hands with a condoleance or wedding

Unexpected act of Service

• Giving a glass of water when you see that someone is very very thirsty

• Adding some honey if you bring tea to singers

• Bringing a plate with small cookies if you hear that people are discussing who has to take the last cookie

Unexpected act of Service• Indicating the way to the toilet if you see

someone looking for it• Serving grated cheese if you hear a kid

complain that there is no cheese on the pasta, even if daddy says:’So be it ’

• If you see that a guest didn't eat anyting, ask 'whether you can do something for him' (never:'something is wrong?') or even bring another alternative dish unasked

Complaints

•To listen

•To emphatize

•To do everything what is possible

Proactivity !

But it’s not about me !

It’s all about the Guest !• Who is the guest• What does the guest want• What does the guest expect• … at that moment

And your collegues: TEAM

• Together• Everyone • Achieves• More !

Quotes

Every guest is holy

« What I and you can see, the guests does also »

« A foreseen problem, is a problem less »

M. Dantec

Be in a hurry when you have time,

so you will have time

when you are in a hurry

http://kinspiring.com/2011/06/ladies-and-gentleman-serving-ladies-and-gentleman/

And the real secret?Having fun in the work you do

and passion for the guest !

Questions ?

Contact / feedback

http://www.crazywaiter.com

http://www.twitter.com/crazy_waiter

http://www.pinterest.com/crazywaiter/