Why Guests Don't Come Back...and What You Can Do About It by Bill Marvin
Restaurant Basics is the ultimate handbook for the restaurateur who believes in attending
to the seemingly trivial details that can loom large in the minds of dissatisfied diners.
It looks at the restaurant from the guest's point of view, from the most obvious, outward
appearances through every step of the dining experience. Bill Marvin writes with a very
light and witty touch and he can be as picky as the most demanding patron.
This is an important, enjoyable, enlightening book for owners, managers, trainers, and
staff members.
Contents:
Momentous Minutiae. Outside Oversights. Annoying Impressions. Table Transgressions.
Environmental Apathy. Menu Missteps. Service Stumbles. Attitude Errors. Vacant Verbiage. Culinary Catastrophes.
Beverage Blunders. Cleaning Calamities. Restroom Repulsion. Family Fiascos. Disabled Disasters.
Teenage Turnoffs. Elderly Irritations. Management Mistakes. Closing Comments. Helpful Homework.
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