13th Beach Clubs and Pubs » Customer Service

4 important food issues for clubs & pubs

Nigel Rawlins — Wed, 11 Aug 2010 09:18:19 +0000

A pleasant surprise
I was in Queensland recently and while in Caloundra stopped at one of the cafes for coffee. It was good coffee, pleasant surroundings and the wait staff really friendly so I went back for dinner.

More pleasant surprises
That night the friendly service continued. The food delicious and with a good wine I had a fabulous night. On telling the wait staff how fantastic I thought everything was, thinking that maybe they were co-owners, I was surprised to hear that no, they were casuals, and were rarely praised for their efforts. I made a point of going back the next day to tell the owners how much I enjoyed dinner.

Recipes for success
Friendly service, delicious food, a good wine list -to me that sounds like a pretty good recipe for success. Was I the total focus for this venue? Maybe? But I felt good, the coffee was right, the food interesting enough to order and I was prepared to go out of my way to get there.

Marketing your club or pub is everyone’s business 24/7

Nigel Rawlins — Tue, 08 Jun 2010 03:51:36 +0000

Smile!

Club/Pub Marketing
In the blog-post ‘what is marketing?’ I wrote that marketing is all about the customer and their needs. Looking after those needs is everyone’s business from cleaner to manager in every venue.

Club members are worth their weight in gold

Nigel Rawlins — Thu, 15 Apr 2010 08:24:32 +0000

Victorian Clubs and Pubs with EGM’s (electronic gaming machines) are soon to face massive changes in the way they operate and promote their venues. No longer will they have a big sign out the front advertising that Tabaret or Tattspokies gaming machines are inside. New regulations will prohibit any indication that EGM’s exist in the venue.

Clubs with EGM’s- more than just Pokie Venues
Clubs run bistros, bars, entertainment/events and function centres that need promoting and good management. In the past Tabaret or Tattspokies helped with promoting and advertising the venue. Now it is down to clubs. That requires new ways of thinking about how to promote your venue. The

What your customer wants, not what you want to sell them…

Nigel Rawlins — Tue, 01 Dec 2009 10:44:09 +0000

What customers want

There are two ways to think about customers. Your way and their way and what this means to your venue.

If your club or pub bistro serves lunch and dinner 7 days a week chances are you are attracting a

Genuine customer service builds brand loyalty

Nigel Rawlins — Tue, 13 Oct 2009 08:21:23 +0000

Customer Service

We all recognise good customer service. It is when the wait staff know the menu, or when they have eyes in the back of their heads and know you want their attention. It’s when they ask you if you would like another drink or keep your glass of water full. Maybe they just ask if you need something. Even better if they find out you are celebrating an occasion and do everything possible to ensure it goes right.

Poor customer service
We all know poor customer service. You are ignored.