Customer Interaction

                                                  

Our goal is to make the customer’s experience wonderful from the moment they get out of their car until they get back into their car.

  • Initial greeting:  If possible, say, “Welcome to Pitmaster BBQ.”  If you are with another customer and verbally welcoming someone is not possible, try to get eye contact and smile.  People like to be acknowledged.
    • Once at the register, be sure to welcome them, ask about them, smile, and make them comfortable.
    • Be knowledgeable about the menu
    • When they ask what is the best, tell them it is all good
    • If they ask what is your favorite, emphasize that everyone has different tastes and offer some different options.  
    • There are many “regular” customers.  Try to get to know their face or name.  If you happen to remember their “regular” order, they appreciate that even more.
    • Be friendly
    • Go the extra mile if possible.
      • If you find out there is a birthday, put in a candle in a dessert for them. (No singing.)
      • When you deliver their food, if they don’t have utensils, always guide them to their location or offer to get utensils for them
  • Solicitors and/or those asking for donations:
    • Do NOT give out any information to ANYONE asking
      • If it is someone that we truly work with, they will know to contact a GM or owner
    • Refer anyone coming in for these requests, refer them to the GM 
      • If the GM has a question about this, they will get the appropriate information
  • Caters:
    • Those asking catering questions
      • ALWAYS refer them to a trained catering specialist
      • If there is not a specialist available, take their information and give to your supervisor, be sure to include:
        • Name
        • Phone number
        • Date
        • Your name
    • Do NOT try to fulfill a cater on your own
  • Customer treatment of staff:
    • We do not expect any staff member to be verbally abused or treated poorly by any customer
    • If you feel a customer has crossed the line of politeness and is getting aggressive in ANY way, immediately go to your supervisor and notify him/her.
    • We do reserve the right to ask any person the leave the property
  • Customer complaints:
    • Refer to “Customer Complaint” policy
  • Food Service:
    • If there are multiple people at a table,
      • Be sure to check numbers and take their food at the same time
      • If there are a lot of people sharing a number, let the back know there are “____”  so many tickets on the same number
    • When you take any food that has fry sauce out, ask the guest if they have had the fry sauce before.  If not, explain it.
    • When serving a customer’s food, do not wear gloves
    • Pause to ask guest if there is anything else they need
    • When working the front alone:
      • If there is hot food ready to go out and there are customers at the register, politely tell the customers that you will be right back; but want to ensure the other guests get their food hot
      • Try not to act overwhelmed (even when you’re feeling it)
    • Preparing to-go and take-out meals:
      • Double check contents
      • EVERY take-out/to-go is to be put in a bag
      • Ask customer if they need a utensil pack
      • Ask customer if they need any additional sauce
    • Primary Responsibility
      • In trying to make the customer experience great, it is necessary to keep the dining area clean and comfortable
        • Sweep periodically throughout the day, especially after small children have been there
        • Keep table tops clean
          • Use cleaner and rag to wipe honey bottles
          • Use same rag to clean salt, pepper, paper towel handle and sauce bottles
          • Wipe chairs or benches
        • Do a bathroom check periodically
        • Keep paper towels stocked
        • When changing the garbage, be sure to clean the area where people put their hands to dump their garbage
        • Always organize the table condiments as:
          • Left: 3 sauces in triangle with Competition sauce in the front
          • Middle:  Paper towel
          • Right: salt, pepper, advertising sign, honey