That Final Two Percent – should you love it or leave it?

One of the real perks of having been in the restaurant industry for the past 35 years is that I have made friends and built relationships with true leaders in their fields, and now and again, I find myself sitting, listening and learning like I was the new kid on the block!

During a conversation with one of Johannesburg’s longest-standing restaurant owners this afternoon, he expressed his thoughts on how the business was doing and what was bothering him. He stated, “I know we are achieving a 98% success rate, but the final 2% is driving me crazy.” I hesitated momentarily and replied, “If the last 2% didn’t bother you, then you wouldn’t have even come close to achieving the 98% success rate you are currently at. Don’t let it get to you, and keep striving for excellence.”

While the restaurant owner’s words may seem insignificant to some, the last two percent separates good from exceptional for those who strive for greatness. This piece will explore why the last two percent matters and how it can significantly impact your business.

Why Does the Last Two Percent Matter?
Many individuals are content with achieving 98% accuracy, but those who strive for excellence don’t settle for mere adequacy. The last two percent represents the meticulous attention to detail distinguishing between good and great. It requires extra effort to elevate from an average performer to an outstanding one. It is what sets one apart from merely meeting expectations to exceeding them.

Aiming for Perfection
Aiming for perfection is daunting, but it is undoubtedly worth it. When you aim for perfection, you set a high standard for yourself and your team. It gives you a sense of purpose and motivates you to strive for excellence. Moreover, it sets you apart from your competitors. In a world where many settle for mediocrity, achieving excellence can be a competitive advantage.

The Significance of Customer Satisfaction
Customer satisfaction is a vital aspect of the restaurant business. It is not just about the food but also the service, ambiance, and overall experience. The last two percent distinguishes a good restaurant from an exceptional one. The scrupulous attention to detail ensures every customer leaves content and is eager to return.

How to Achieve the Last Two Percent?
Achieving the last two percent requires an unwavering commitment to excellence. It cannot be achieved overnight but rather through continuous improvement. Here are some tips on how to achieve the last two percent:

Establish High Standards
Establishing high standards is the first step in achieving the last two percent. Ensure that your team understands what is expected of them and hold them accountable. It is crucial to have a clear vision of what you want to achieve and communicate it effectively to your team.

Attention to Detail
The devil is in the details. Attention to detail is what sets good apart from great. Ensure that every aspect is flawless, from the food’s presentation to the restrooms’ cleanliness. It is the minor details that make a significant difference.

Continuous Improvement
Continuous improvement is critical in achieving the last two percent. Never stop looking for ways to improve your business. Listen to customer feedback and make the necessary changes. Stay up-to-date with the latest trends and technologies in your industry.

Train Your Team
Training your team is crucial in achieving the last two percent. Ensure that your team is well-trained and understands what is expected of them. Provide them with the tools and resources they need to excel. Invest in their development and growth.

In Conclusion
In conclusion, the last two percent distinguishes between good and exceptional. The meticulous attention to detail ensures every customer leaves content and is eager to return. Achieving the last two percent requires an unwavering commitment to excellence, establishing high standards, attention to detail, continuous improvement, and training your team. Don’t let the last two percent drive you insane; let it be the driving force.