1. 1 Communicating with Guests The Manager Visits the Table & The Manager Handles a Complaint

2. 2 A Special Thank You to… Chuck and Linda Keagle Chuck and Linda Keagle Founders of the C & C Organization and Cask ‘n Cleaver Restaurants Founders of the C & C Organization and Cask ‘n Cleaver Restaurants Mr. Keagle is a member of our Board of Advisors Mr. Keagle is a member of our Board of Advisors These models are used with his permission

3. 3 Exceed Guest Expectations Many restaurant companies claim that their managers “touch” 100% of the tables Many restaurant companies claim that their managers “touch” 100% of the tables When was the last time a manager visited your table? When was the last time a manager visited your table?

4. 4 Exceed Guest Expectations At RKR, we have two objectives: At RKR, we have two objectives: 100% table contact 100% table contact Be real, not a robot Be real, not a robot

5. 5 Manager Table Contact Read the Table / Establish Rapport Introduce Yourself Introduce Yourself Make a SPECIFIC Inquiry Make a SPECIFIC Inquiry Make a Positive Comment Make a Positive Comment Express Appreciation Express Appreciation

6. 6 Manager Table Contact Never… Intimidate Intimidate Appear Phony Appear Phony Appear Subservient Appear Subservient Appear Uninterested Appear Uninterested Appear Overbearing Appear Overbearing Ignore Ignore

7. 7 Handling Guest Complaints Obtain information from staff first! Repeat the Complaint Repeat the Complaint Apologize Apologize Encourage Full Disclosure Encourage Full Disclosure Empathize Empathize Tell Positive Action/What is Expected? Tell Positive Action/What is Expected? Express Appreciation Express Appreciation

8. 8 Handling Guest Complaints Never… Give Excuses Give Excuses Argue Argue Blow Out of Proportion Blow Out of Proportion Ignore Ignore

9. 9 When using either model… RemembertoLISTEN