How the Right Sequence of Service Improves Customer Satisfaction

This season on "Rock My Restaurant," Foodable Network is bringing you a premium content package of nine in-depth episodes that can be paired with our Rock My Restaurant PRO Workbooks, expert guides, and report, all available for purchase.

Each episode, co-hosted by veteran foodservice industry consultants Bill Bender and Eric Norman, will help take your operation to the top. That's right — you’ll get access to two highly-acclaimed foodservice consultants, all from the viewing pleasure of your own home, office, or classroom.

“Rock My Restaurant” is the show that helps industry professionals build their restaurant from the ground up.

Episode 7: ServPoint Sequence of Service

Is your organization delivering on its promise during all points of guest interaction? This episode will go over a few ServPoint Sequence of Service examples that must be executed properly by your restaurant team to help deliver your brand successfully to each guest.

Here are some points that shape your guest flow and sequence of service:

  • Identify the optimum speed of service and train your team to achieve that.

  • Plan the physical path and space that guests will use to identify and design site lines and focal points of entertainment. “As a designer, I want to take advantage of my design and have the facility work as hard as the owner and the team are working, so it all runs in tandem,” Eric Norman explained.

  • Walk in the guest’s shoes.

  • Multiple POS stations are critical.

To ensure customer satisfaction and to measure if everyone on your team is performing at their highest level, the Rockers recommend utilizing metrics and technology to capture and analyze your restaurant’s service performance data. It’s recommended to share this information with your management, so your team can adjust and improve on weak points of service.

Performance Scope... out of Minneapolis does a fantastic job for clients I’ve worked with,” co-host Bill Bender added.

Want to purchase the Rock My Restaurant PRO Workbooks and follow along with each episode for a richer experience? You'll get the following assets:

  • The Proactive Management Guide

  • Top 8 Digital Musts for Your Restaurant

  • Ergonomic Impacts on Design

  • Millennial Report

  • Operating Systems Audit

  • and more!