Crowds can build up rapidly during the holidays or during buka puasa. This influx of demand can lead to escalated stress for your staff. Hence, it is crucial to ensure that your staff is equipped with the necessary EI (emotional intelligence) or EQ (emotional quotient) to remain calm and level-headed. After all, happy staff play a major role in ensuring a pleasant dining experience for your customers through both peak and non-peak hours.
1. Organised orders
Ensure that the queue direction is clear and that all customers adhere to this to avoid queue cutting. Your staff should also take note of queue-cutters and politely request them to get in line.
If you have a number-taking system, do check that the numbers tally.
Your customers can pre-order while waiting their turn. That way, the wait-time will be shorter for your customers. Seats at the waiting area will also ease the waiting period. You could also offer some refreshments to manage customers’ hunger pangs.
3. Managing expectations
Through time and experience, you will discover your outlet or stall’s peak and non-peak hours. When there is a long queue, be honest about the wait for both a table and food so that tempers do not flare.
4. Unexpected weather
You don’t want to lose customers due to bad unexpected weather. So, be prepared. Set up portable canopies or provide umbrellas and ponchos to keep your customers dry while waiting.
5. Consistent quality
The food you prepare should be consistently good, regardless of whether the queue is long or short. Customers are not likely to return upon being at the receiving end of below-par food and service. To appease dissatisfied customers, you could give a complimentary item from your menu.