WordCamp Miami 2016 - What Running a Restaurant Taught Me About Client Relations

For the past year, Adam has helped run his family’s restaurant, Grandaddy’s. In this lightning talk, he shares how whether you're selling waffles or widgets, you need to relate to the customer, build a rapport, and anticipate their needs before they even ask.

Transcript

1. WHAT RUNNING A RESTAURANT TAUGHT ME ABOUT CLIENT RELATIONS WORDCAMP MIAMI 2016
2. @AdamSoucie | adamsoucie.com WHAT RUNNING A RESTAURANT TAUGHT ME ABOUT CLIENT RELATIONS A LITTLE ABOUT ME ▸ WordPress Developer ▸ CEO of Dinosaur Iceberg ▸ CMO and Fill-in bartender at Grandaddy’s 2
3. @AdamSoucie | adamsoucie.com THIS JOB WOULD BE GREAT IF IT WASN’T FOR THE #&%$ING CUSTOMERS Randal, Clerks (1994) WHAT RUNNING A RESTAURANT TAUGHT ME ABOUT CLIENT RELATIONS 3
4. @AdamSoucie | adamsoucie.com WHAT RUNNING A RESTAURANT TAUGHT ME ABOUT CLIENT RELATIONS THE CUSTOMER IS ALWAYS RIGHT ▸ Their site is their baby, not yours ▸ The choice is always theirs ▸ “It is my professional recommendation…” ▸ Changing their mind is okay…but it is not free 4
5. @AdamSoucie | adamsoucie.com I PROJECT A POSITIVE IMAGE AND ENERGY. Disney’s Service Basics WHAT RUNNING A RESTAURANT TAUGHT ME ABOUT CLIENT RELATIONS 5
6. @AdamSoucie | adamsoucie.com WHAT RUNNING A RESTAURANT TAUGHT ME ABOUT CLIENT RELATIONS PROJECT A POSITIVE IMAGE AND ENERGY ▸ Your appearance matters ▸ Keep the conversations positive ▸ Especially when something goes wrong ▸ Enthusiasm is contagious 6
7. @AdamSoucie | adamsoucie.com COULD I GET SOME MAYO? Every. Customer. Ever. WHAT RUNNING A RESTAURANT TAUGHT ME ABOUT CLIENT RELATIONS 7
8. @AdamSoucie | adamsoucie.com WHAT RUNNING A RESTAURANT TAUGHT ME ABOUT CLIENT RELATIONS ANTICIPATE YOUR CLIENT’S QUESTIONS ▸ They always forget to ask for something they REALLY need ▸ Have answers prepared for common questions ▸ Use suggestive selling techniques ▸ “Would you like fries with that?” ▸ “Would that be a Coke to drink?” 8
9. @AdamSoucie | adamsoucie.com YOU COULD STILL AFFORD A DOCTOR IF YOU BOUGHT A PC Bill Gates (sort of) WHAT RUNNING A RESTAURANT TAUGHT ME ABOUT CLIENT RELATIONS 9
10. @AdamSoucie | adamsoucie.com WHAT RUNNING A RESTAURANT TAUGHT ME ABOUT CLIENT RELATIONS MORE THAN ANYTHING, YOUR MARKET WILL DETERMINE YOUR SUCCESS ▸ Very few people will knowingly overspend ▸ There are plenty of potential clients, but not all of them can afford your prices ▸ You can only charge what people are actually willing to pay 10
11. @AdamSoucie | adamsoucie.com WHAT RUNNING A RESTAURANT TAUGHT ME ABOUT CLIENT RELATIONS MORE INFORMATION ▸ Slides ▸ adamsoucie.com/talks/wc-miami-2016 ▸ Me ▸ @AdamSoucie ▸ adamsoucie.com ▸ dinosauriceberg.com 11