Gary Danko & Customer Service

Last week my work started a new guest speaker series called 'Getting Customer Centric' in which guests from notable establishments come in and share their views on customer service from a variety of industries. The first guests were representatives from Restaurant Gary Danko (on Yelp). They are one of the most well known restaurants in the city in just a matter of years. The only comparable restaurant is probably the French Laundry in Napa Valley.

It was really interesting to see what service means to them and what makes them stand out. Some things can apply to my industry as well. The anecdotes from the speakers were hilarious, to boot!

Here are my notes. Forgive the typos:

8/28/08

Overview

• Clarvoyant Service - Idea is to perform the service before the guests think of it (water, wine, amos bouche, etc)
• Relationships between the back and front of the house are key.
  
• Gary Danko opened in 1999.
• Challenge was training. Small intimate feeling and have the guests feel the way they do.
• Important aspect - Commroderary. Everyone has their own strength. He digs into things you really care about and participate.
• It took a long time for them to appreciate unique personalities of others. (Some people more casual, some more formal)
  
• Follow passions leads to excitement. (e.g. Specializing in knowledge of artisan cheeses) Excitement will then bleed into excitement in the customer.
• 15 seconds to establish your presence. Have to make that person like you. Not always will be successful.
• Worst case scenario is the moment you have an opportunity to make a friend. E.g. - If you spill wine, you can win people over with your reaction and how you deal with the situation.
  

Here are the five components to excellent customer service according to Restaurant Gary Danko:

1. Communication

• Listening - Make eye contact, smile, and actively listen. They are genuininely interested and giving their best. Someone who is competent and informed. Bring them what they need in a friendly and unstuffy way.
• Read Behavior - Nothing was gonna make [this particular woman] happy. Some people want to be petted, etc. Capture the guest who wasn't gonna be happy and turn it on for them. Why do we want a guest like that back? (You gotta go back for this Salmon!)
• Follow Through Is Super Important - Manager brings it out. But you must follow through so you can gain trust in your customers. Easiest way to get through the night.
• Stay in your role - Evening will flow better. A strong support staff and team will make it easier to stay in role. (e.g. 'Heart Shaped People' every dish needs to be shapped in a heart!)

2. Ego

• You have to step out of yourself and let go of your ego.
• You have to let everyone else have theirs, though!
• Servers cant have much of an ego.
• Combative nature in service will then hopefully that will subside. They can't challenge and argue with you if you get rid of your ego.
  
• It can eat at you, the success is getting success with the most challenging of customers.

3. Empathy

• 'Instant Karma' --- bad service leads to other bad things. E.g. - Just when you think a bad thought, the worst thing will happen. Spilling water, etc.
  
• Two forms of flexibility: 
• With Flexibility -- Anything you can do to make or create trust to help people get to that point without flexibility. At least they know you're trying. (E.g. - I can't do this but I can do that.)
  
• Without Flexibility -- Nothing you can do to make someone happy.
  
• 150 guests withing a 65 seat dining room within a 5 hour schedule. How are they going to accommodate everyone if people are late?
  
• Customers are more willing to deal with limitations (3 course instead of 4 - compromise with 4 with a late reservation) when you give them more options.
  

4. Leadership

• The cooks are much more understanding when you empower them.
  
• A restaurant is only as strongest as their weakest link.
  
• Most responsibility have the worst jobs. Take ownership. (It's a healthy thing for heirarchy) - You have to work. Manager has to get their hands dirty. (e.g. Cleaning up puke)
• Gary does more cleaning than anyone else. Inspire by doing!

5. Change

• Not something you want your customers to feel. You want them to feel safe.
• However a restaurant needs to change things all the time to help keep staff motivated.
• Keeps them excited about their job.
• Allow people to have personalities.
• Create Empowerment to create new ideas and implement them (Taxi) example. Don't let failed ideas stop you.
  
• Remember, the restaurant is the staff's home away from home.