make it fun, make it easy, make some money!!! paul c. pazwaitersworld leveraging relationships !!!...
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Make It Fun, Make It Easy, Make Some Money!!! ™
Paul C. Paz WaitersWorld ™
LEVERAGING RELATIONSHIPS !!!Oregon Restaurant & Lodging Association
2010 Convention
WANT YOUR FREE COPY OF THIS POWERPOINT?
Send an email to:
Paul Paz
In the subject line type
“2010 ORLA PP”
Make It Fun, Make It Easy, Make Some Money!!! ™
Paul C. Paz
WaitersWorld ™
LEVERAGING RELATIONSHIPS !!!Oregon Restaurant & Lodging Association
2010 Convention
Engaging Engaging Customers Customers ©©
Make It Fun, Make It Easy, Make Some Money!!! ™
Paul C. Paz WaitersWorld ™
LEVERAGING RELATIONSHIPS !!!Oregon Restaurant & Lodging Association
2010 Convention
ENGAGING THE CUSTOMER
http://www.youtube.com/watch?v=Md-UqopHrKU
“You don’t have to sacrifice service
to save money!”
Make It Fun, Make It Easy, Make Some Money!!! ™
Paul C. Paz WaitersWorld ™
LEVERAGING RELATIONSHIPS !!!Oregon Restaurant & Lodging Association
2010 Convention
RORReturn On Relationships
1-waiter with 4-table station (4-tops)X 1-turn
16 - GuestsX 1.5 turns24 - Guests
X 6-shifts144 - Guests
X 50 weeks7,200 – Guests
X 2 turns9,600 – Guests
Make It Fun, Make It Easy, Make Some Money!!! ™
Paul C. Paz WaitersWorld ™
LEVERAGING RELATIONSHIPS !!!Oregon Restaurant & Lodging Association
2010 Convention
THE “ABC” of ROR
AUTHENTICBe genuine without airs or something you are not.
BALANCEDUse a balanced exchange… not just a pitch.
Offer up something of yourself to open the door to get to know you and not just what you’re selling.
CURIOUSWho is the “person” in front of you?
What are their likes/dislikes, needs, aspirations, etc.?
Make It Fun, Make It Easy, Make Some Money!!! ™
Paul C. Paz WaitersWorld ™
LEVERAGING RELATIONSHIPS !!!Oregon Restaurant & Lodging Association
2010 Convention
“THE HOSPITALITY GAME FACE”
ENGAGED EYE CONTACT The visual skill of letting customers know you are listening and providing the attention they seek.
THE SMILEAn invitation to service
The international signal of friendliness
These gestures display the message, I see you, I work here, I can assist you, ask me, etc. Engaged eye contact combined with a
smile sets the tone for a positive engagement.
Make It Fun, Make It Easy, Make Some Money!!! ™
Paul C. Paz WaitersWorld ™
LEVERAGING RELATIONSHIPS !!!Oregon Restaurant & Lodging Association
2010 Convention
10/5 RULE
10-FEETAcknowledge with eye contact and a
smile
5-FEETsay Hello, Goodbye, and/or Thanks!
Make It Fun, Make It Easy, Make Some Money!!! ™
Paul C. Paz WaitersWorld ™
LEVERAGING RELATIONSHIPS !!!Oregon Restaurant & Lodging Association
2010 Convention
WHEN THINGS GO WRONG
Customers want three elements in your response…(David Burnett, Owner – www.TheOswegoGrill.com)
ApologyThat you care
Everything possible is done to fix the problem
BRAND AMBASSADORS OR BRAND ASSASSINS!
“Shadow the Leader”Owners, Managers, Supervisors
“Silent Leaders”No titles but they are the influencers
80/20 Rule
Make It Fun, Make It Easy, Make Some Money!!! ™
Paul C. Paz WaitersWorld ™
LEVERAGING RELATIONSHIPS !!!Oregon Restaurant & Lodging Association
2010 ConventionSocial Media
Social media is not about you…It’s about the people who follow you!
Social media is not for direct sales…It’s about building relationships that lead to
sales.
#1 draw to your social media connection is PHOTOS!
Employees, Social Media, & Your Brand
Make It Fun, Make It Easy, Make Some Money!!! ™
Paul C. Paz WaitersWorld ™
LEVERAGING RELATIONSHIPS !!!Oregon Restaurant & Lodging Association
2010 Convention
THE NAME GAME
"There is no sweeter sound to a person's ear than the sound of one's own name." (Dale Carnegie)
Name Your Top 100 CustomersKnowing your guests personally builds loyalty, repeat, and new
business!
When guests feel like the staff know them personally, they are more likely to brag about your restaurant by telling their friends and even
“name dropping”…Your staff
Your restaurantAnd you.
Make It Fun, Make It Easy, Make Some Money!!! ™
Paul C. Paz WaitersWorld ™
LEVERAGING RELATIONSHIPS !!!Oregon Restaurant & Lodging Association
2010 Convention
COLLECT NAMESSocial Media
(Facebook, MySpace, LinkedIn, Twitter, FourSquare)Server Guest Log
ReservationsCredit Cards
Comment CardsGuest Rewards Program
Greet & Thank Them by Name!
Make It Fun, Make It Easy, Make Some Money!!! ™
Paul C. Paz WaitersWorld ™
LEVERAGING RELATIONSHIPS !!!Oregon Restaurant & Lodging Association
2010 Convention
http://www.youtube.com/watch?v=7T_Vmo2aymk
The people in this video are not actors. They are real customers and employees of
Chick-fil-A !
The target audience for this video…
Chick-fil-A EMPLOYEES !
Make It Fun, Make It Easy, Make Some Money!!! ™
Paul C. Paz WaitersWorld ™
LEVERAGING RELATIONSHIPS !!!Oregon Restaurant & Lodging Association
2010 Convention
IT’S ABOUT BUILDING & LEVERAGING
RELATIONSHIPS!
Engaging Engaging Customers Customers ©©
Make It Fun, Make It Easy, Make Some Money!!! ™
Paul C. Paz WaitersWorld ™
* THANK YOU *
Oregon Restaurant & Lodging Association
2010 Conference Sponsors
Jami Scott, ORLA
ProStart & Events Manager
LEVERAGING RELATIONSHIPS !!!Oregon Restaurant & Lodging Association
2010 Convention
Make It Fun, Make It Easy, Make Some Money!!! ™
PANELISTS
Tony D’AgneseThe Bagel Tree – “Grandpa’s Journey”
http://www.bageltreecafe.com/
Paul PazWaitersWorldwww.WaitersWorld.com
Karen Utz, Owner-OperatorBlack Walnut Inn
http://www.blackwalnut-inn.com/
MODERATOR
Jim MathisThe Reinvention Strategist
http://www.jimmathis.com/
LEVERAGING RELATIONSHIPS !!!Oregon Restaurant & Lodging Association
2010 Convention
Paul C. Paz WaitersWorld ™
RESOURCES
WaitersWorld503-524-0788
WaitersWorld Facebookhttp://www.facebook.com/pages/WaitersWorld-Paul-C-Paz/255848664097?ref=ts
SERVICE AT ITS BESThttp://www.waitersworld.com/book.htm
ORLA503-882-4422http://www.oregonrla.org/
ORLA FACEBOOKhttp://www.facebook.com/OregonRLA
ORLA TWITTEROregonRLA
OREGON Q-CARE503.378.8854
http://www.oregonqcare.com/
Make It Fun, Make It Easy, Make Some Money!!! ™
Paul C. Paz WaitersWorld ™
LEVERAGING RELATIONSHIPS !!!Oregon Restaurant & Lodging Association
2010 Convention
Make It Fun, Make It Easy, Make Some Money!!! ™
Paul C. Paz WaitersWorld ™
LEVERAGING RELATIONSHIPS !!!Oregon Restaurant & Lodging Association
2010 Convention
RESOURCES
CHALKBOARDERSOCIAL MEDIA
http://chalkboarder.com/default.aspx
RESTAURANT MANAGER PSYCHE(EBOOK)
Special web rate for 2010 ORLA Convention!http://restaurantmanagersecrets.com:80/blog/orla-2
Make It Fun, Make It Easy, Make Some Money!!! ™
Paul C. Paz WaitersWorld ™
LEVERAGING RELATIONSHIPS !!!Oregon Restaurant & Lodging Association
2010 Convention
WANT YOUR FREE COPY OF THIS POWERPOINT?
Send an email to:
Paul Paz
In the subject line type
“2010 ORLA PP”
