eighty percent of restaurant complaints are related to poor service and
0:33twenty-three percent of those diners said they would never return again
0:37that's a lot of lost revenue ABC d stands for above and beyond the call of
0:43duty
0:44we all know what that means it means doing more than anticipated exceeding
0:48your customers expectations and we know what X o stands for hugs and kisses hugs
0:55and kisses are the extra feel good touches you provide your customers
0:59it's like icing on the cake the extra touches that make a dining experience
1:03more enjoyable
1:05together they are a proven recipe for success
1:09ABCD XO is a simple step-by-step system that brings clarity and organization to
1:15your job
1:16from the moment you approach the table until you present the check I'll leave
1:20this with you then XO order pads and the custom inserts are an integral part of
1:26the training system they are customized to your restaurant to work in concert
1:30with one another
1:32the XO pads guide you through the meat they are your guide to provide the total
1:37guest experience they cover each step throughout the meal from reading the
1:42table right through desert to presenting the check
1:45you will be provided with a customized XO pan the pad is organized so you can
1:51jot down orders conveniently and systematically
1:54it prompts you to explain and sell your featured items highlight your
1:59restaurants points of difference and provide great service
2:05the custom inserts feature points of difference points of difference are what
2:10makes your restaurant and menu unique
2:12there are custom inserts for your entrees including your chefs favors
2:16beverages such as wines bruise and specialty drinks appetizers desserts and
2:22even coffees the inserts make it easier for you to suggest add items to increase
2:29total ticket value the inserts give you confidence and improves your product
2:34knowledge which translates into happier customers
2:38wow what makes the ABCD XO system so revolutionary is the speed in which you
2:45are trained
2:46ABCD XO training only takes about an hour
2:50it's easy to learn and simple to execute because you get with the ABCD XO system
2:58and the use of the XO pad you can step from your training room right onto the
3:03dining room floor
3:04it's like having a training assistant with you you will notice the results
3:08almost immediately you will see increased sales larger tips and
3:13experience job satisfaction
3:15even during busy times you will be able to provide the total guest experience
3:21and you'll do it with confidence
3:23the ABC the XO system will ensure you get it right every meal every guest
3:29every time
3:31thousands of servers like you have already been successfully trained with
3:35the XO system as a result
3:38restaurants have increased their sales attracted new business and maintain
3:42customer loyalty and the best part is you can increase your tips for example
3:48let's say you serve a table and the check amounts to sixty dollars
3:53you're fifteen percent tip would amount to nine dollars right
3:57but what if you could increase your customer's bill to sixty six dollars and
4:02increase the rate of your tip from fifteen to eighteen percent that would
4:08amount to eleven dollars in 88 cents that's thirty-two percent more
4:12at this rate you have the potential to increase your annual income by nearly
4:17seven thousand dollars
4:20ABCD XO is an acronym for many things it could mean always be customer driven
4:26with hugs and kisses always be choice driven or always be clearing dishes
4:33I'm sure you could come up with one of your own and no matter your definition
4:37of ABCD XL it translates into above and beyond the call of duty with hugs and
4:44kisses
4:44as we mentioned earlier a key part of your transformation is in the XO pad the
4:51XO pad lays out the steps in which you can ensure the customer is properly
4:55cared for the XO pad will help you keep your thoughts organized and guide you as
5:01you provide the total guest experience
5:04my name is Lindsay welcome to the athenian grill
5:07have you dined with us before may I start you out with a drink
5:11we're known for our wide selection may I start you out with an appetizer
5:14most people love our calamari tonight we are featuring our greek style pork loin
5:19the poor day we are featuring our tremendous turtle cheesecake
5:23it's made with a new york and our regular coffee is fresh brewed perhaps a
5:26well i hope you enjoyed your dining experience and i look forward to seeing
5:30you again as a server
5:33you are the main point of contact with customers for the most part you are the
5:38one who puts the image of the restaurant in the mind of the customers as you
5:42approach the table for your initial greeting you have a few seconds to
5:46evaluate your guests
5:48this is called reading the table what is the guest beha