Train your staff to use social media to build your restaurant. Your employees might vary in work experience from being just out of high school to being seasoned food service workers, so some of them may not understand why beefing up your bottom line should be their goal. Your employees who work for tips may understand customer service, but do they think of themselves as a sales force working for a commission? Sales people bring in new clients through creative advertising. Your tipped employees have much to gain from building your customer-base, and you should leverage the untapped marketing talent of your tipped employees for that reason.
Your Youngest Employees May be Golden Advertising Stars
Young employees who work weekends and nights for spending money or to cover college costs are ripe with both innocence and rebellion. Some of your young workers may be super-stars while others do what they need to do for their tips and check then split. Create a sense of ownership for them in your business by offering them incentives to spread the good word via their favorite social platforms. You don’t want your younger staff members complaining about work on the Internet, but if you motivate them to send the call out on their favorite dishes, they’ll be less likely to spill a complaint online and more likely to hype up the place to all their fans and followers. Younger people are often highly connected online. A Pew research found that 73 percent of wired teens are using social media outlets on a regular basis. They may know of new social networking platforms that are on the verge of gaining momentum that you had no clue existed. Give them a platform to develop their professional careers in their positions while boosting your business through social media.
Train All Your Employees on Social Media Rules
Of course you want good publicity whenever you can get it, so you absolutely need to train all your employees, however formally or informally your process is, on what will get an employee fired and what could advance the employee’s status. Some rules you should explain are to never talk about customers online; never post identifying information about customers online, and to never complain about work online. Your employees need to know you care about them, so tell them how they can resolve a complaint if they have one. You need a valid grievance procedure to avoid the potential that your employees take to the internet to vent about valid complaints. For example, a California Chili’s waitress posted a derogatory rant about a low tip and the rant went viral. She was fired. Ensure your servers know without a doubt that ranting online is unacceptable and that if they have grievances, they should talk with someone in a leadership position in your business.