Peter Avis' talk to the Visit York Tourism Conference 2012

1. Peter Avis
Restaurant Manager at
Babylon

2. The Four Elements of
Great Customer Service
1. Your staff
2. Staying ahead of your competition
3. The WOW factors
4. Guest feedback

4. Staff
• Staff are the most important commodity in
any business — Sir Richard Branson
• Great customer service begins with your
teams
– Keep them informed
– Trainings
– Make your team a part of the business

5. Competition
• Know what your competitors are doing
– Competitor analysis
– Competitor lunches

6. The WOW factor
• Know your guests
• Reward your loyal customers
• The little things make a big impact

7. Guest Feedback
• Mystery Diner reports
• Trip Advisor
• Livebooking reviews
• Direct mail
• Website feedback
• Comment cards
• Respond to feedback

8. Mystery Diner Reports

9. Guest Comment Cards

10. Livebooking Reviews

11. Q&A