Easy Fixes That Boost Business By: Roy Bergold Kate’s parents recently visited us from Oconomowoc, Wisconsin, for two weeks. Kate’s sister, Sue, and her husband, John, and their two children live here in Payson also. In fact, they are part of the reason we moved here. After we showed her parents all the tourist attractions in Payson—which took one afternoon and we dined and cooked and talked non stop—they got to attend two of the kids’ activities. They were privileged to see both of the kids in their dance recital. Now this takes place on a Saturday night and everyone brings Sunday breakfast because that’s about how long it lasts. But it’s great fun, especially for devoted grandparents. The other activity was John Russell’s first Holy Communion. Father’s message that morning had to do with chaos theory, an appropriate message for a seven-year-old. He spoke about the butterfly effect, which is a part of chaos theory. Simply put, the beat of a butterfly wing in China can affect the weather in the U. S. Experiments have been done to prove this. This got me to thinking about the restaurant business and how the littlest things can affect not only that restaurant, but all the restaurants in that chain. Let me explain. We are usually aware of the big things that can go wrong in a restaurant. The order is wrong or missing items. Change is wrong or the charge is not accurate. The customer walks in and there is no hostess to seat him. There are inordinately long lines at the counter or drive thru. The tables are not bussed or wiped. Employees are surly or purposefully slow. The food is just plain bad. Well, you get the idea. These are problems that need long-term attention in a hurry as these are the best ways to lose customers quickly. But what about the little things? Those problems that don’t exactly drive a customer away but over time and frequency can cause him to look for an alternative—and, if not fixed, can have a very detrimental effect on the reputation of the restaurant. We may not even notice them because we are rightly worried about the big stuff. The good news is that the little things usually can be fixed quickly with just a little attention. And they can make a difference in the customer’s attitude and that of the restaurant. So, what are some of the little things and what can I do about them? Let’s start with a smile. Which works better, a smile or a frown? Easy. All you have to do is remind your folks of this fact. Keep the condiment dispensers full and clean. Yes, I can do without my ketchup, but I would rather not. That stray piece of chewing gum on the floor or sidewalk. No big... Read More