First Watch Restaurant began serving breakfast and lunch in 1983 from 7 am to 2:30 pm and is privately owned and franchised. In 2015 there were 153 franchised restaurants in 18 states. This past weekend my husband and I met our family for breakfast at First Watch at 9am in Newport News, VA. It was our fifth time at First Watch. We put our name on a waiting list where there were thirty-one people in front of us in a restaurant already packed with happy customers eating breakfast. They had coffee set up for people waiting to come in and several chairs and trainers to sit on.

With thirty-one people waiting, the waiters used military precision to push the tables together and seat and serve the first twenty-five people, and then the other groups. They were prepared and left nothing to chance. They practiced and rehearsed addressing these issues multiple times and were ready when their guests were done eating to immediately clean and reset tables and seat new guests.

Twenty-five servicemen were at the head of us. They were seated at 4 tables which were quickly set up by the staff with silver glasses etc. Then they sat down. Two waiters came over and took orders. Meanwhile, another group of six also formed up and were ushered to their table. Then it was our turn. We were seated at 9:15 am and shown to our table. The hostess saw the food on the chairs and went to get a soapy rag to clean it up.

We sat down and the table was set with everything you can think of. The energetic waiter came over with a smile and asked what drinks we wanted and he also took our order for omelettes, pancakes with vegetables and fruit. Our drinks arrived a few minutes later. Our server put a cup of fresh coffee and a cup of decaf on the table. Another waiter passed by with a jug of water. Fifteen minutes later our cooked breakfast arrived despite the restaurant continuing to fill up with many waiting to be seated and served.

Every few minutes the server would come to check on us and ask if we wanted more coffee, juice or any other drink and ask how the food was.

Next to our table the customers had left and a different waiter cleared the table, wiped it down and another brought clean cutlery, napkins and cups.

The First Watch servers cared and wanted to do a good job! The serving staff were well rehearsed and attentive to detail like a choreographed ballet. It was all intentional. Nothing was left to chance.

What three things did the First Watch waiters and waitresses do to show their customers “first class” service?

1) The waiters and waitresses had a positive attitude, smiled at their customers, and worked quickly and efficiently.

2) The serving staff immediately removed the dirty dishes after their customers left the table, then cleaned the table and set the table with everything their customers needed.

3) The waiters/waitresses worked as a team. One brought a pitcher of iced tea or water; another brought coffee, another soda, another brought food. Next to our table the customers had left and a different waiter cleared the table and wiped it down, another brought the silverware, napkins and cups.

Don’t leave your customer service to chance. Plan your customer service expectations ahead of time and rehearse how you want it done with your staff. Their standards for hiring are clear.

What are the three characteristics you look for in your employees?

1) Hire staff who have a proven track record of positive attitudes, are energetic, and are effective communicators who are passionate about the products they sell.

2) Hire staff who have a good work ethic (arrive on time), are patient and listen to what their customers need and want, and work efficiently and pay attention to detail.

3) Your staff have a leadership service attitude, work well as a team with military precision, and are willing to pitch in when the need arises, just as the hostess was willing to clear food off the chairs.

Where do you find your employees?

Keep your eyes and ears open for great team members for your business. Seek new opportunities.

First Watch has first class service every time we visit. To have “first class” customer service like “First Watch” in your business, follow their model and rehearse and practice with your team members.