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SURVEY SAYS!
What is the first thing you do when you wake
up in the morning?
Check Facebook Brush my
teeth
Do some stretching
Turn off the
alarm
What do you do once you get into your car?
Insert the key into the ignition
Fix the mirrors
Lock the doors
Put on the seatbelt
SURVEY SAYS!
What do you do when you arrive in your
office?
Open my laptop / computer
Make a to-do list for the day
Make some coffee
Read the newspape
r
SURVEY SAYS!
When dining in a restaurant, what do you
do after you have finished your meal?
Ask for a glass of water Go to the
restroom
Check the menu for dessert
Ask for the bill
“Any efforts to get customers is marketing. Any efforts to get customers and
keep them is branding.”
Quality of Service• Welcome the guest• Presence of team
members• Appearance
Setting the Standards| Enter the restaurant |
Speed of Service• Length of line• Wait to place order
Quality of Service• Smile with eye contact• Product knowledge• Appearance
Setting the Standards| Order |
Speed of Service• Ease of reading menu• Efficiency of cashier• Suggestive selling• Ordering time
Quality of Service• Bussed and clean
tables• Condiments
availability• Lead them to their
seats
Setting the Standards| Find a table |
Speed of Service• Ease of navigation
through store• Efficient preparation
behind the counter• Waiting time
Quality of Service• Addressed by name• Order confirmation• Smile with eye contact
Setting the Standards| Order is served |
Speed of Service• Time to receive order• Name called loudly
and clearly
Quality of Service• Checkback• Provide
condiments/water• Remove unnecessary
clutter
Setting the Standards| Eat and enjoy your meal |
Speed of Service• Set intervals on
checking guest• Immediate response
when guest calls
Quality of Service• Thank the guest• Invite guest to visit
again
Setting the Standards| Exit restaurant |
Speed of Service• Clear path to the door• Assist in opening the
door