Many of our members have responded to their current economic challenges by increasing their focus on customer service. They are working with their service staff now more than ever to ensure that their servers are genuinely friendly, smile, and are willing to go the extra mile to take the best possible care of their guests.

Creating warm, fuzzy feelings with your guests and earning a reputation for having the friendliest staff in town is definitely something to shoot for. But there’s still no substitute for operational competence, i.e. good food, clean restrooms and no surprises.

Operational competence, the ability to deliver a quality dining experience, consistently over and over depends on having good systems. While having the friendliest, most personable staff in the world is certainly a plus, it won’t make up for a kitchen that can’t get it right.

Good systems help ensure that things get done right the first time so your guests can expect the same quality experience every time they come in.

Improving your customer service in these challenging times is a smart way to give your guests a reason to choose your restaurant more often. But don’t forget that good customer service depends on good systems, not just smiles.