Qualitaly_117

JUN. JUL. 2020 XI complicit in something between me and the chef. It’s very important to emphasise freshness, choice of the day, local sourcing and local specialties. But all this must be absolutely true and, consequently, maintained. 9 3.316 2 of a dining experience. It has been scientifically calculated that it should be neither too short nor too long. Too short, because it must not seem as if everything was already prepared (only cold appetizers are exempt from this reasoning). It must not be too long, because our brain automatically and unconsciously triggers a stimulus process in the stomach when choosing courses. Neuroscientific analysis has shown that ‘watering’ really does exist in brain stimulus. This allows a relatively short time (maximum 15 minutes), then the stomach, not having swallowed, sends a signal to the brain that activates the reverse process: the closing of the stomach and loss of appetite stimulus. This forces the restaurateur to a strict organisation in which the only two ways are the staggering of the entrances or the increase in space and kitchen staff. On the contrary, the typical situation of offering bread, breadsticks, taralli or focaccia while waiting, tacitly stimulates hunger, but also creates a partial satiety that will reduce consumption. The old motto of a great chef from the last century “my client must go slightly hungry until the digestif”, is the absolute truth. 50 -3!0 2 . that “a good waiter is worth his weight in gold”. The service must always be impeccable, quick, efficient, cordial or even friendly. The diner must feel like a king/ queen who is well looked after by a perfect butler. So, the uniform will be immaculate, with attention to detail, and will now include gloves: after all, in the past in high-class restaurants the service was always done with gloves, so much so that it is still said to be treated with kid gloves. Then they were forgotten as outdated and classist, instead of a sign of respect for a hygienically-sensitive service. Today the reality of the virus forces us to rethink the past, but if this is done with knowledge and elegance it can be a positive element, almost a precious distinction. Another key point of the service is the originality and elegance of the dish. Not for nothing are the dishes of the star chefs almost like paintings or sculptures. This does not necessarily mean becoming an artist, but neither does it mean offering a neglected service. !41587 .341 2 7 restaurateurs at this point believe that the relationship with the customer is over and payment is due. This attitude is radically wrong. While the customer is eating or finishing (not afterwards!), if the chef can leave the kitchen or the room manager in his place, they approach the tables and highlight a “hidden” or “particular” ingredient, revealing their own “trick” of cooking, all this offers the customer another “private” and exclusive moment that will remain in the “positive” memory of the experience. :701. 2 . analyses always indicate a gesture resembling pain for this moment. Regardless of the real value, payment is a gesture that our brain registers as negative. So it needs to be corrected with a diametrically opposed attitude, creating a positive surprise that does not necessarily have to mean giving a discount. In fact, it’s much better to play on other gestures that can build customer loyalty, such as an unexpected gift (of any kind) or a voucher for a later occasion, or something else. This has to be consistent with the restaurant, of course. 0;3. 2 point of the experience. The service ends only by accompanying the customer to the door and cordially saying goodbye as a friend who for some reason has had to leave our house momentarily. Unable to shake hands for contingent reasons, we can use other forms of verbal or gestural farewell (such as opening the door). But, in any case, even a simple gesture like this will stick in our memory and lead us to positively review the place. As we know from my previous articles, this positive attitude will be reflected on the web. Finally, very important, as every good restaurateur knows well: memorise the habits of the regular customer and anticipate them, because this means pampering a customer. Two examples: if I observe that my client is left-handed and I serve him the coffee spoon on the left instead of the right - only to him and not to the others - I show attention and care. The second is linked to a very studied, scientific and verified experience, personally experienced in a foreign hotel: on my third visit - although a few months apart - the room manager who accompanied me to the breakfast table asked me politely if I enjoyed a glass of orange juice and a hot tea as usual - knowing perfectly well that I don’t like coffee. While respecting privacy, they had noticed and noted my preferences in the hotel’s database and, upon my arrival, had called them up and highlighted them to the staff. These two stories are simple and refined examples of positive customer-experience that will make you understand that it is precisely from the small and simple gestures that you can re-emerge from the disorientation and negativity of this pandemic. ______________________________ BOX THE 8 RULES OF ATTENTION We analyse these 8 fundamental