Fifty-four percent of Americans said they will eat out at restaurants less over the next three months, according to a survey of 1,000 people released today in conjunction with the RBC Capital Markets Annual Consumer Conference.

"Volatile stock markets, declining home values, higher energy costs and overall concern about the economy are reducing Americans' appetite for dining out," said RBC Capital Markets equity analyst Larry Miller.

According to the study, even 35 percent of those Americans with higher household incomes ($50,000 or more annually) said they would eat out less, and 62 percent of Americans making less than 25,000 annually said they would eat out less. In fact, the study showed that Americans already have tightened their belts, with two in five acknowledging that they are dining out less frequently today than six months ago. So here are some suggestions:

1. If your staff is seasonal, you may want to start trimming back now rather then waiting for the normal slower period to start.
2. Cross train your staff to keep the good employees from leaving.
3. Cross utilization of your menu items is a must. All menus should have a common thread when it comes to the product you bring in.
4. Get a head start on holiday bookings by calling your past clients now, offering discounts to rebook or to have their party on an “off” night during the week.
   

We have had the pleasure of talking with so many qualified people about what really makes a great property GREAT! The décor, grounds, bedding, location, or food? Obviously all play an important role in making your B&B/Inn a success. But for everyone it came down to one thing: guest service. The refrigerator stocked with all your favorite drinks, candies and goodies when you arrive. The “The Answer Is Yes!” button on the phone, that when called, prompts the employee to ask what the guest needs and when they can expect it.

The story that has always hit home for me is the one about the grocery bagger who is autistic. When the management and staff were challenged to take the next step up in customer service, the bagger took it upon himself to go home every night, find an inspirational saying, type it on his computer and cut out a bunch of copies. He would then place them discreetly into one of the bags he was bagging so his customers would be pleasantly surprised when they got home. After a few weeks of doing this, his manager looked up one day to see his line was ten deep with customers waiting to checkout, while the other lines were empty. Trying to get his customers to move to the other lines to expedite their check out, they all refused, wanting to get their special message for that day!

100% GUEST SATISFACTION

• LISTEN- The first step towards understanding the guest! It is your job and the job of your staff to ask the right questions, evaluate the problem and provide the customer with context.
• BE FLEXIBLE- Not all guest problems are the same. Though you can’t jeopardize your business, stretch yourself to ensure flexibility in whatever area you can.
• EMPOWER YOUR STAFF- The guest must be able to call or interact at first contact and know that the issue has been taken care of on the spot, or the person they dealt with will work to solve it themselves.
• INCREASE ACCESSIBILITY- All B&B/Inn’s should be available in their customers time of need, and specifically when their problems arise.
• ENSURE CONSISTENCY- No matter what you do, it is imperative to ensure that your service approach is kept consistent throughout the entire staff.