First Watch is first class
The First Watch restaurant began serving breakfast and lunch in 1983 from 7 am to 2:30 pm and is privately owned and franchised. In 2015 there were 153 restaurant franchises in 18 states. Last weekend my husband and I met our family for breakfast at First Watch at 9 am in Newport News, VA. It was our fifth time on First Watch. We put our name on a waiting list where there were thirty-one people in front of us in a restaurant already packed with happy customers eating breakfast. They had coffee brewed for people waiting to enter and various chairs and carts to sit on.
With the thirty-one people waiting, the waiters used military precision to put the tables together and get the first twenty-five people to sit and wait, and then the other groups. They were prepared and left nothing to chance. They practiced and rehearsed to address these issues multiple times and were ready when their guests finished eating to clean and readjust the tables immediately and get the new guests seated.
Twenty-five soldiers were at the head of us. They were seated at 4 tables that the staff quickly assembled with silver glasses etc. Then they sat down. Two waiters walked around and took orders. Meanwhile, another group of six also organized and was ushered to their table. So it was our turn. We were seated at 9:15 am and we were shown to our table. The hostess saw the food on the chairs and went to get a soapy cloth to clean it up.
We sat down and the table was set with everything you can think of. The energetic waiter came over with a smile and asked what drinks we wanted and also took our order for omelettes, pancakes with veggies and fruits. Our drinks arrived a few minutes later. Our waiter put a cup of fresh coffee and a cup of decaf on the table. Another waiter came over with a jug of water. Fifteen minutes later our hot breakfast arrived even though the restaurant was still filling up with many waiting to be served.
Every few minutes the waiter would come to see how we were doing and ask us if we wanted more coffee, juice or any other drink and ask how the food was.
By our table, the customers had left and another waiter cleared the table, cleaned it, and another brought clean silver plates, napkins, and glasses.
The waiters at First Watch cared and wanted to do a good job! The serving staff were well rehearsed and attentive to details like a choreographed ballet. Everything was intentional. Nothing was left to chance.
What three things did First Watch waiters and waitresses do to show “First Class” service to their customers?
1) The servers and waitresses had a positive attitude, smiled at their customers, and worked quickly and efficiently.
2) The waiters immediately removed the dirty dishes after their customers left the table, then cleaned the table and set the table with everything their customers needed.
3) Waiters / waitresses worked as a team. One brought a pitcher of iced tea or water; another brought coffee, another soda, another brought food. Next to our table the customers had left and a different waiter cleared the table and cleaned it, another brought the silverware, napkins and cups.
Don’t leave your customer service to chance. Plan your customer service expectations in advance and rehearse how you want it to be done with your staff. Your hiring standards are clear.
What three traits do you look for in your employees?
1) You hire people who have a proven record of positive attitudes, are energetic, and are an effective communicator with a passion for the products they sell.
2) You hire staff who have a good work ethic (show up on time), are patient and listen to what their clients need and want, and they work efficiently and pay attention to detail.
3) Her staff have a leadership service attitude, work well as a team with military precision, and are willing to collaborate when the need arises, just as the hostess was willing to clean up the food on the chairs.
Where do you find your employees?
Keep your eyes and ears open for finding great team members for your business. Look for new opportunities.
First Watch has first class service every time we visit. To have “First Class” customer service like “First Watch” in your business, follow their model and rehearse and practice with your team members.
