If you own a sports bar, it's likely that you have an abundance of TV monitors and sports team banners all around the dining area and above the bar. Cumulatively, you've probably invested thousands of dollars on them to make sure that patrons can see multiple screens wherever they sit.

Going to a game is an especially exciting thing for the people seated in the stadium. It leads to camaraderie - a sharing of cheers (and jeers) when teams score or make a great play. People typically spend a lot of money to be there between the tickets, travel, lodging, food, drinks, parking, ground transportation, and ancillary entertainment before and after the game. Take for instance the college bowl games and NFL playoffs that are going on now. Tens of thousands of fans spend their hard earned money to be a part of what's going on in the stadium and on the field.

But not everyone can (or chooses) to spend the money to attend a game live. A sports bar is a great alternative, one that can offer fans a similar experience when done right. The problem is, too many sports bar owners think that all they have to do is show the games and get the staff to wear football jerseys. Simply put, it's not enough. Where is the excitement that's created just because someone is wearing a shirt? Too often, the staff does nothing beyond that. That's where the opportunity lies.

If you want your place to be fun, your staff needs to play an important role in making sure that it happens. How do they do that? They engage with customers in some way - about the games. If it's appropriate and everyone in the place is excited about what's going on, then cheer/clap as well. It doesn't have to be a prolonged exchange or in-depth analysis - but something, even if it's just about enjoying the game. If none of the front of house staff ever says one word about the game, how is that fun? If you make your customers provide their own excitement, you're giving them reasons to pick up wings, chips, pizza and other munchies at their local supermarket and invite their friends over to watch the game (in the comfort of their home) the next time.

So get your staff talking to customers (at least a little) and creating excitement about the game when it's on. This especially includes hosts and servers. Also, don't forget to make promoting upcoming games a priority so they'll know when to come back. There are so many different types of sports to have fun watching with other people. They might as well be doing it at your place, don't you agree?

Thought we'd share some of our recommendations for what we think are some of the best customer service books on the market. They are all quick and easy reads that causes you to think in terms of service and the impact your staff can have on customers when service is done right.

Raving Fans by Ken Blanchard - is one of our top choices.

In the style of Ken's numerous other books including The One Minute Manager, Raving Fans follows a character named Area Manager through a series of business situations where delivery of excellent service is the most beneficial thing the business can do to guarantee success.

The next recommendation is actually for a series of books by T. Scott Gross.

The first one to start with is Positively Outrageous Service. Followed by Why Service Stinks . . . and Exactly What to Do About It!, and Leading Your Positively Outrageous Service Team. These books provide insight into how many businesses provide their customers with Positively Outrageous Service and how it's a win-win-win situation for all.

You won't regret picking them up. Very insightful reading and free at your local library.

Happy reading!

The holidays are again upon us. Even before Halloween was over, colorful Christmas displays were erected in many retail venues to get customers in the mood. When we are in a holiday frame of mind, we are inclined to spend more money. It's what businesses rely on to help them finish out the year on a positive note.

For restaurants, the same holds true. Increases in revenues can come from a variety of areas including group dining, parties and gift cards. In the case of group dining and parties, you have the opportunity to impress a lot of people at one time who are already in a good mood. Make sure that every one of them is offered a menu to take home with them. A manager visiting the group celebration (to ensure that everyone is enjoying themselves) can also make an impact.

If you do have a gift card program, make sure that it is designed to do more than just give a bonus to customers for buying them. Tie it into bringing you additional business. How do you do that? Instead of adding a bonus to the card they are purchasing, include a second smaller gift card that can be used for a limited period of time to build customer traffic during the first 3 months of the year when people are paying off holiday bills and are less inclined to splurge.
Make sure too that the way you package your gift cards furthers your brand and impresses the recipient - a little creativity goes a long way.

Of course, after putting everything in place, if your staff doesn't promote any of it, it's a missed opportunity and a waste of money. So make sure that all of your front of house staff is on board and ready to tell everyone about what a great deal the cards are!

It never ceases to amaze me when restaurateurs ignore simple problems they're told about by their customers, especially those that can be easily resolved in a matter of minutes at NO expense.

Such is the case with a sports bar in Tempe. Yes, I know it's a minor issue, but it illustrates an uncaring attitude towards customers on the part of the business. Here's the problem. In the women's rest room, the toilet seats are very loose. The fix is easy - tighten the nuts that hold the bolts down. It wouldn't take more than 2 minutes to do. Over the course of several weeks, numerous staff members and the owner have been told about it yet the problem persists. Since the female staff use the same rest room facilities, it must not bother them. What it says to me about the sports bar is that NO ONE CARES enough about their female patrons to think that having a tight toilet seat to sit on is important. I can only imagine what the men's rest room looks like or even worse, the kitchen. Ugh!

If a customer takes the time to make you aware of a problem and it's something you can resolve, REMEDY THE SITUATION. It's that simple. If it matters to your customers, it should matter to you.