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	<title>On A Wait &#187; Customer Service</title>
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	<description>Restaurant operations - tips, advice, and discussions</description>
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		<title>Consumer Perception of Value Is a Moving Target in a Recession – Restaurants Learn Lesson (Part Two)</title>
		<link>http://www.onawait.com/consumer-perception-of-value-is-a-moving-target-in-a-recession-%e2%80%93-restaurants-learn-lesson-part-two/</link>
		<comments>http://www.onawait.com/consumer-perception-of-value-is-a-moving-target-in-a-recession-%e2%80%93-restaurants-learn-lesson-part-two/#comments</comments>
		<pubDate>Mon, 31 Aug 2009 12:16:41 +0000</pubDate>
		<dc:creator>Larry</dc:creator>
				<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[Other]]></category>
		<category><![CDATA[Restaurant Marketing]]></category>

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		<description><![CDATA[In Part One of this post we discussed the consumer and how they have changed during this recession. We also looked at the foreseeable future and concluded there is nothing on the immediate horizon that would indicate any changes in your restaurant guests&#8217; spending habits. &#8220;Value&#8221; is what your customer is looking for in their [...]]]></description>
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		<slash:comments>0</slash:comments>
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		<title>Consumer Perception of Value Is a Moving Target in a Recession – Restaurants Learn Lesson (Part One)</title>
		<link>http://www.onawait.com/consumer-perception-of-value-as-a-moving-target-in-a-recession-%e2%80%93-restaurants-learn-lesson-part-one/</link>
		<comments>http://www.onawait.com/consumer-perception-of-value-as-a-moving-target-in-a-recession-%e2%80%93-restaurants-learn-lesson-part-one/#comments</comments>
		<pubDate>Fri, 21 Aug 2009 14:27:50 +0000</pubDate>
		<dc:creator>Larry</dc:creator>
				<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[Other]]></category>
		<category><![CDATA[chains]]></category>
		<category><![CDATA[value]]></category>

		<guid isPermaLink="false">http://www.onawait.com/consumer-perception-of-value-as-a-moving-target-in-a-recession-%e2%80%93-restaurants-learn-lesson-part-one/</guid>
		<description><![CDATA[Over the years the term &#8220;value&#8221; has been bantered about as part of our common restaurant marketing vocabulary. The definition has loosely been thought to be providing a combination of food and service at a reasonable price. The conclusion was that if the consumer&#8217;s perception of value was met, then our restaurant marketing efforts could [...]]]></description>
		<wfw:commentRss>http://www.onawait.com/consumer-perception-of-value-as-a-moving-target-in-a-recession-%e2%80%93-restaurants-learn-lesson-part-one/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Restaurant Lessons from a Recession (Part Two) – Marketing</title>
		<link>http://www.onawait.com/restaurant-lessons-from-a-recession-part-two-%e2%80%93-marketing/</link>
		<comments>http://www.onawait.com/restaurant-lessons-from-a-recession-part-two-%e2%80%93-marketing/#comments</comments>
		<pubDate>Mon, 08 Jun 2009 12:32:20 +0000</pubDate>
		<dc:creator>Larry</dc:creator>
				<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[Other]]></category>
		<category><![CDATA[Resources]]></category>
		<category><![CDATA[Add new tag]]></category>
		<category><![CDATA[costs]]></category>
		<category><![CDATA[economy]]></category>
		<category><![CDATA[recession]]></category>

		<guid isPermaLink="false">http://www.onawait.com/restaurant-lessons-from-a-recession-part-two-%e2%80%93-marketing/</guid>
		<description><![CDATA[Perhaps marketing is the most challenging task a restaurateur faces with or without the impact of a recession. Recognizing that there is a recession is always in hindsight and pinpointing the day it started is impossible. You don&#8217;t wake up one morning and the newspaper headlines tell you your business is down, people are losing [...]]]></description>
		<wfw:commentRss>http://www.onawait.com/restaurant-lessons-from-a-recession-part-two-%e2%80%93-marketing/feed/</wfw:commentRss>
		<slash:comments>3</slash:comments>
		</item>
		<item>
		<title>NRA Poll Shows Twitter Leading the Pack</title>
		<link>http://www.onawait.com/nra-poll-shows-twitter-leading-the-pack/</link>
		<comments>http://www.onawait.com/nra-poll-shows-twitter-leading-the-pack/#comments</comments>
		<pubDate>Mon, 18 May 2009 16:35:19 +0000</pubDate>
		<dc:creator>Larry</dc:creator>
				<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[Other]]></category>
		<category><![CDATA[Restaurant Marketing]]></category>
		<category><![CDATA[Restaurant News]]></category>
		<category><![CDATA[advertising]]></category>
		<category><![CDATA[marketing]]></category>
		<category><![CDATA[social marketing]]></category>
		<category><![CDATA[social networking]]></category>
		<category><![CDATA[twitter]]></category>

		<guid isPermaLink="false">http://www.onawait.com/nra-poll-shows-twitter-leading-the-pack/</guid>
		<description><![CDATA[A poll running the week of May 11, 2009 shows some insights on Twitter as an Internet social marketing tool.  According to the poll, 76% of all restaurants don&#8217;t use Twitter at all. Of the 24% who use Twitter, they use it for advertising and the format for distribution of coupons.
Arguably, Twitter seems to [...]]]></description>
		<wfw:commentRss>http://www.onawait.com/nra-poll-shows-twitter-leading-the-pack/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Losing a Customer – Bad Experience – Bring Them Back!</title>
		<link>http://www.onawait.com/losing-a-customer-%e2%80%93-bad-experience-%e2%80%93-bring-them-back/</link>
		<comments>http://www.onawait.com/losing-a-customer-%e2%80%93-bad-experience-%e2%80%93-bring-them-back/#comments</comments>
		<pubDate>Tue, 10 Mar 2009 07:30:26 +0000</pubDate>
		<dc:creator>Larry</dc:creator>
				<category><![CDATA[Customer Service]]></category>

		<guid isPermaLink="false">http://www.onawait.com/losing-a-customer-%e2%80%93-bad-experience-%e2%80%93-bring-them-back/</guid>
		<description><![CDATA[All of us believe we run great restaurants. When a complaint does come in, good operators are sometimes inexperienced in handling these negative comments. One of our restaurants recently had one of the worst negative feedbacks we have had in 6 years.
Here is the actual text from an email through our website:


&#8220;My husband and I [...]]]></description>
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		<slash:comments>1</slash:comments>
		</item>
		<item>
		<title>Recent Restaurant Marketing Study Confirms Basic Elements of Guest Satisfaction</title>
		<link>http://www.onawait.com/recent-restaurant-marketing-study-confirms-basic-elements-of-guest-satisfaction/</link>
		<comments>http://www.onawait.com/recent-restaurant-marketing-study-confirms-basic-elements-of-guest-satisfaction/#comments</comments>
		<pubDate>Mon, 09 Mar 2009 19:20:57 +0000</pubDate>
		<dc:creator>Larry</dc:creator>
				<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[Other]]></category>
		<category><![CDATA[satisfaction]]></category>
		<category><![CDATA[study]]></category>

		<guid isPermaLink="false">http://www.onawait.com/recent-restaurant-marketing-study-confirms-basic-elements-of-guest-satisfaction/</guid>
		<description><![CDATA[The economy may have gone south, but the consumers who still eat out on a regular basis have the same basic standards for evaluating a restaurant and the decision to return. Based on this latest study, food is still the primary factor in the motivation to return.
The elements of meeting the guest&#8217;s expectations, in the [...]]]></description>
		<wfw:commentRss>http://www.onawait.com/recent-restaurant-marketing-study-confirms-basic-elements-of-guest-satisfaction/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Opening a Restaurant? Terms May Confuse You</title>
		<link>http://www.onawait.com/opening-a-restaurant-terms-may-confuse-you/</link>
		<comments>http://www.onawait.com/opening-a-restaurant-terms-may-confuse-you/#comments</comments>
		<pubDate>Wed, 24 Dec 2008 14:45:47 +0000</pubDate>
		<dc:creator>Larry</dc:creator>
				<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[Other]]></category>
		<category><![CDATA[Restaurant Marketing]]></category>
		<category><![CDATA[Restaurant News]]></category>
		<category><![CDATA[opening]]></category>
		<category><![CDATA[starting]]></category>
		<category><![CDATA[startup]]></category>

		<guid isPermaLink="false">http://www.onawait.com/opening-a-restaurant-terms-may-confuse-you/</guid>
		<description><![CDATA[Restaurateurs come from many backgrounds. Most new owners never had formal training or experience with marketing. Commonly, I see the term advertising used interchangeably with the word marketing in the restaurant business. Advertising is just a small part of marketing, but unless you have the direct experience or training, the other components of the marketing [...]]]></description>
		<wfw:commentRss>http://www.onawait.com/opening-a-restaurant-terms-may-confuse-you/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Restaurant Menu Strategy for Economic Survival</title>
		<link>http://www.onawait.com/restaurant-menu-strategy-for-economic-survival/</link>
		<comments>http://www.onawait.com/restaurant-menu-strategy-for-economic-survival/#comments</comments>
		<pubDate>Wed, 03 Dec 2008 16:07:53 +0000</pubDate>
		<dc:creator>Larry</dc:creator>
				<category><![CDATA[Controlling Costs]]></category>
		<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[Other]]></category>
		<category><![CDATA[Restaurant Marketing]]></category>
		<category><![CDATA[kitchen]]></category>
		<category><![CDATA[menu]]></category>
		<category><![CDATA[staff]]></category>

		<guid isPermaLink="false">http://www.onawait.com/restaurant-menu-strategy-for-economic-survival/</guid>
		<description><![CDATA[There is no need to detail what is happening to the restaurant industry; higher wholesale prices, consumers eating out less and chains discounting heavily just to get a diner in the door. For the independent restaurateur, it&#8217;s a matter of survival.
Even if you are fortunate enough to keep sales numbers respectable, profits and margins are [...]]]></description>
		<wfw:commentRss>http://www.onawait.com/restaurant-menu-strategy-for-economic-survival/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Rare Visit to a Chain Restaurant – Independents Will Survive!</title>
		<link>http://www.onawait.com/rare-visit-to-a-chain-restaurant-%e2%80%93-independents-will-survive/</link>
		<comments>http://www.onawait.com/rare-visit-to-a-chain-restaurant-%e2%80%93-independents-will-survive/#comments</comments>
		<pubDate>Wed, 05 Nov 2008 04:12:50 +0000</pubDate>
		<dc:creator>Larry</dc:creator>
				<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[Other]]></category>
		<category><![CDATA[Resources]]></category>
		<category><![CDATA[chains]]></category>
		<category><![CDATA[independents]]></category>

		<guid isPermaLink="false">http://www.onawait.com/rare-visit-to-a-chain-restaurant-%e2%80%93-independents-will-survive/</guid>
		<description><![CDATA[I am not a food critic in the formal sense of the word. I don&#8217;t like chain restaurants and have made my biases clear in previous posts. You can take all the Chili&#8217;s, Fridays, Applebee&#8217;s and what is left of Bennigans, strip all the logos and color schemes away, and you have carbon copy eateries. [...]]]></description>
		<wfw:commentRss>http://www.onawait.com/rare-visit-to-a-chain-restaurant-%e2%80%93-independents-will-survive/feed/</wfw:commentRss>
		<slash:comments>1</slash:comments>
		</item>
		<item>
		<title>Do We Lose Focus? Restaurant Profits Aren’t Dirty Words</title>
		<link>http://www.onawait.com/do-we-lose-focus-restaurant-profits-aren%e2%80%99t-dirty-words/</link>
		<comments>http://www.onawait.com/do-we-lose-focus-restaurant-profits-aren%e2%80%99t-dirty-words/#comments</comments>
		<pubDate>Sun, 17 Aug 2008 14:16:45 +0000</pubDate>
		<dc:creator>Larry</dc:creator>
				<category><![CDATA[Controlling Costs]]></category>
		<category><![CDATA[Customer Service]]></category>

		<guid isPermaLink="false">http://www.onawait.com/do-we-lose-focus-restaurant-profits-aren%e2%80%99t-dirty-words/</guid>
		<description><![CDATA[Occasionally, we all lose focus of our goals. A couple of recent events have reminded me it is easy to forget that at the top of the list of goals, things to do and immediate tasks must be producing a profit. The events that spurred me to post this article were:

I recently reviewed a business [...]]]></description>
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		<slash:comments>0</slash:comments>
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