Chicken and Waffles: An Experience in Quality Customer Service

Last week, it being my dear hubby's turn to choose a restaurant for our weekly date night, he announced his desire to try the new chicken and waffles bar and grill downtown. I quickly avowed, "that sounds more like a breakfast item." Of course, he chuckled and proceeded out the door.

Once there and after being served the signature plate of chicken and waffles, I didn't quite know how to eat the duo set before me. I decided it was best to slice into the chicken, cut a piece of the waffle, which I drizzled with maple syrup, and placed them together on my fork for eating. This worked well. I was pleasantly surprised with the mingling of crispy, salty, slightly spicy, chicken and sweet, toasted waffle. I was hooked!

In addition to the fabulous chicken and waffles, we enjoyed the collard greens, buttery grits,and spicy fried chicken soup. Since then, we have been back and plan on making this venue a monthly visit. Next time, we have our sights on the fried catfish and oven baked baby back ribs. I may sneak in a piece of the peanut butter cup waffle dessert. Okay, I probably will.

What made this experience so gratifying? You can get great food anywhere, but what keeps customers coming back is the service. This restaurant modeled the concept in full force during our visit.

According to a recent study, over 617 billion Americans head to a fast food restaurant once a week and spend approximately 660 billion on meals ranging from franchised fare to unique local cuisine. In one month, 63% of the population will dine out at least once for reasons such as a need to save time to entertaining family or friends. (source: statista.com)

With such statistics, it is vital for a new restaurant owner to identify his or her target market within the local population accurately. Additionally, differentiating the product from the vast amount of diners, bistros, and cafes is essential to survival. Good service will lead to repeat business and one bad experience takes ten plus positive experiences to recoup customers. A savvy manager realizes it is much easier and cost effective to retain a current customer than to attract new patrons.

The following chart represents what customers value and how meeting those expectations will benefit a business. I can attest this particular grill has all of the criteria to excel in the business.

The minute you walk in the door you are warmly greeted, "Welcome to Bay Bays!" Your server will ask you if it is your first time. And if it is, you are in for a real treat. First timers are given a free sample appetizer, ours was fried chicken wings. This alone aroused our attraction to the quaint diner. Within minutes, we were seated, received our drinks, were given a menu, and welcomed by all the servers and chefs. Our orders were served hot to us under ten minutes. We felt like royalty.

Bay Bay's Chicken and Waffles restaurant of West Palm Beach, Florida is owned and managed by Israel Johnson and Albert Bullock. I spoke with Albert on the excellence of his service. I asked what made it run so well? His response was interesting.

"It is not always about the food, the service is what makes the difference. We hire people with attitude and personality. We believe in great food and great people."

The competition for new restaurants is challenging and in order to acquire a segment of the market you must establish your niche quickly. With the emphasis on outstanding service and professionalism of staff and management coupled with high-quality good food, Bay Bays has found its position in the marketplace.