In Case You Missed It - social media is not just a way to communicate with your friends but necessary to target and market directly to those you want to reach. Top platforms are Facebook (the place to go to chat and be friendly, keep the tone light and informal), Twitter (interactive dialogue and communication, nurture, engage and build your following, retweet and answer questions when possible), Instagram (creative and collaborative with the chance to create stories and expand your reach using hashtags), Pinterest (female centric and image based, develop your own personality with eye catching, unique pinboards, great for recipe boards) and YouTube (create useful and instructive 'how to' videos as well as capturing attention), Google owns YouTube so is routinely ranked highly on Google search page. So what are you waiting for?

Cafes and Restaurants don't just sell food and drink they provide a sense of belonging and recognition. Customer service is as equally important as the food. Friendly staff make happy staff. Well trained staff make customers happy. My top tips for excellent customer service are.

• Train staff to speak with respect and courtesy, using appropriate titles. (Madam, Sir, Mr...)
  
• Ensure staff see, smile and say hello at the first opportunity. Three smiles before the customer arrives at the service counter.
  
• Listen! Be aware at all times and ready for the unexpected.
  
• Be positive and patient, act gracefully.
• Serve with heart and hospitality.

Online reputation matters so try to stay at the top of the rankings. Don't ignore TripAdvisor it has over 50 million monthly visitors worldwide!

• Ask your guests to review your business and maintain a high presence on social media and booking sites.
• Make it easy for customers to write a review by either providing a clickable link in a thank you email or displaying a TripAdvisor badge.
• Respond to reviews - it shows that you are listening and sets expectations for future guests.
• Don't go overboard with your responses, it can be off putting.
• Always respond to negative, damaging or confusing reviews.
• Occasionally respond to positive reviews. Don't be repetitive.
• Reassure - thank, apologise if necessary and let the reviewer know how you are following up.

A glimpse of the blinding obvious 
Understanding services from a customers point of view is so important. What is blindingly obvious to a customer isn't always so obvious to a business owner. So you need to step back and take a good look at yourself sometimes and listen to your customers! Or consider a mystery guest visit to get some really valuable feedback about your business.