Many restaurateurs still view guest satisfaction as the goal of their efforts. However, satisfaction only means that the guest receives the service they expect. It is, so to speak, service by the book. Conclusion: Satisfaction is not enough to retain the guest. Meeting the guest's expectations is the absolute minimum of satisfactory service. So what needs to be done? It is crucial that all employees understand what they are actually dealing with. It is not food and drinks that are their goods, but appreciation and a sense of life. Customer enthusiasm means exceeding the guest's expectations. The guest feels that they have received more and experienced something special. They were surprised! From the content: It all starts with the greeting, the first impression, and the right way of speaking.