Actual visit

Finally the guest arrives. From now on the judging starts and the devil is in the details. In logical order, here is what the guest sees and experiences:

• Distance to parking or public transport; long walks, costs

• Surroundings of your building; signage, clean sidewalk, terrace

• Entrance; clean windows, counter, smell, volume of music or chatter

• Meeting first employee; groomed, friendly welcome

• Arrival at bar or table; cleanliness and comfort

• Spending time at bar or table; service, timing, general atmosphere

• During service; level of professionalism, quality of products

• Payment; thankful staff, details on receipt/check

• Departure; aftercare, being said goodbye

It is the small details which are often overlooked because they seem minor. All steps are equally important and letting your attention slip might prove to be costly. It is not easy by any means, hospitality is hard work.

The actual visit obviously makes the most impact in the Guest Experience Cycle and is to be considered as such. The list above is only a fragment of all details a guest experiences. Every restaurant, cafe or bar should try to simulate an actual visit of a random guest to see where they can improve and create the ultimate guest experience.

Personal note:

Every establishment has different USP’s(Unique Selling Points) which make the difference. It is highly recommended you take extra care of these points. You have them for a reason, so believe in them.

Not all these steps necessarily have all details. In your place it might be more or less. Or just different details, point is you thinking about it. Realize the experience your customer gets, from start to finish.
Ask yourself the question, could I do something to make the visit easier and more profitable for the guest AND yourself.

Sincerely,

Den The Man