1. Overview
2. Culture
3. Operations
4. Service
5. Menu
6. Selling
7. Satisfaction
8. Problems
9. Closing
10. Rewards
11. Understanding
12. Conclusion

10. Rewards

First Person: "Providing 'Magic Moments'"

While it’s true that “you can’t please all the people all the time,” it’s also true that certain “performers”, whether there game be baseball, acting, law or waiting tables, come out on top more times than others.

Just what does it take to be a proven service performer? It takes the ability to create “magic moments” for customers. Find out how to do that from your associates past and present.

Everyone Is Different
You work hard at your job and you deserve to be rewarded for that hard work. But remember, says Vicki McCoy of the Plaza Grill, "magic moments" are truly in the eye of the customer. PLAY VIDEO

Included Gratuities
Many places automatically include a server gratuity, but Maura Blankenship of Pujols 5 Grill believes she needs to earn her reward for a job well done, which she does most of the time. PLAY VIDEO

The Little Things
Creating "magic moments" of service don't always require a waiter to go above and beyond the call of duty. So says Jell Mueller of the Plaza Grill who says don't forget the little things. PLAY VIDEO

Speaking Their Language
You never can tell when a previous life experience will come in handy when providing exceptional service. Ledyon Arapi of the Plaza Grill put his use of another language to good use. PLAY VIDEO

Happy at the Holidays
Special occasions can serve as a catalyst for sizeable gratuities. Aaron Roberson of Pujols 5 Grill made a friendly acquaintance with a large group during the holidays and the gift was his. PLAY VIDEO

Above and Beyond
Derek West has provided plenty of "magic moments" as a server at both Pujols 5 and the Plaza Grill. One favorite took place on a slow day when he took matters into his own hands and into the kitchen. PLAY VIDEO



  How important is repeat business. Any business owner will tell you repeat customers is the lifeblood of a business.

So, what keeps our best customers coming back time and time again? Well, we asked them:







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