Every interaction with guests contributes to the emotional account

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Personality and service always pay off immediately and in the long run
Your guest can expect certain things from you (basic expectations). If the same mistakes are repeated, even a nice smile or top service won't help in the long run. It's the many small mistakes that mostly arise from a lack of concentration. People make mistakes . But you should never leave your guest to deal with them alone.

You have learned india phone data how important the interaction between ambience, product quality and customer service concept is. But how does emotion selling work in practice? What measures can you implement in a targeted manner?



Emotional Selling
Before we get to the tricks and tips, let's take a quick trip into neuroscience. Emotional selling is all about selective storage in our brains. It has been scientifically proven that people perceive negative experiences with three times the intensity and store the experiences long-term. Everyday perceptions, including the so-called 'expectation-fulfilling' situations (also known as 'basic quality'), are stored very quickly or not at all. One reason for this could be that our brains would otherwise burst or the memory would be overfilled with everyday things.

What is surprising, however, is the storage of situations in life that excite, surprise and make us happy. Examples of this are memories of the birth of a child, the first kiss, the best wine and the best steak (the surprise quality). Such memories are stored even more intensely on the 'hard drive' and can be accessed at any time. And this is exactly where your opportunity lies: actions with a high surprise quality are required in order to keep your guest's emotional experience curve at a high level.

Do you want to make your restaurant more successful? In our blog article 12 tips for a successful restaurant , you will find valuable recommendations and videos on the topic.




A contact situation always refers to the contact you have with the guest, for example when taking the drink order, serving the drinks and eating the food. Short questions or statements that make the conversation emotional are suitable here . An example: When ordering drinks, you can point out the specialty of the house or of the day: " If you ask me what I would most like to eat here, then it would definitely be the Königsberger Klöpse - our guests love them!"

In this way, regardless of the talent of the service staff, the necessary emotional bond with the guest can be built up - according to the motto: make every contact an emotional, communicative contact. In order to build trust with your guests , it is also helpful to always have any allergens in the dishes ready. Either you tell them when ordering or have the allergens listed directly on the menu . In order for your guests to credibly believe the service staff that they like the dumplings so much, they need regular training in their body language, gestures and facial expressions. Ideally, of course, the dumplings are actually sensational!

Good service is often rewarded with tips . But the topic of tips often raises questions. Do