Comments on Schedulefly Blog: Hey All You Servers, I've Got A Question...

sometimes a customer is just looking for someone t...

2010-08-23T02:44:58.063-04:00

sometimes a customer is just looking for someone to shoot the shit with them...if you can make them feel welcome and that they have a friend in you, most of the time, it will pay off come tip time

a) Introduce yourself and ask how everyone is toda...

2010-08-22T20:19:08.572-04:00

a) Introduce yourself and ask how everyone is today. Also, try not to say "you guys"... it's the #1 thing people hate to be addressed as. Be polite, and if you're too busy to take your next table's order at least stop by say hey and just let them know the restaurant is really busy and that you'll be back in a minute.
b) Honesty. If I think item A on our menu isn't very good and that item B is a better alternative I make sure to mention that.
c) Personalize someones visit. I make sure I ask AT LEAST one question about every person's meal (it helps that our menu caters to this). Try to keep it to less than 3 questions AT MOST and if you have to ask a lot of questions (like with large entree meals) joke about it: "Sorry about the 20 questions today, I feel like I'm giving you the 3rd degree!"
d) Feel out the mood of your table. It's been mentioned a lot but knowing who wants you around to talk and joke and who just wants to be left to entertain themselves is really important.
e) Well timed humor. It happens at EVERY table, at some point they're going to have an awkward pause where non of your guests have a way to move the conversation forward, if you can be that attentive (ie: 4-5 table dinner sections) then THAT'S when you want to come in and provide a topic FOR your table. The less awkward or smoother your table's time is at your restaurant the better they'll feel when the cheque rolls around. Also, guests that pickup on what you're doing will still appreciate the effort and attentiveness.
f) Kids/Babies. Any misbehaving kids/babies will ruin your table's meal. Try to have toys or coloring books/pages/crayons at your restaurant to keep them busy, if not talk to your management and consider getting some. Someone mentioned crackers... they're grate for crying babies. My buddy learned how to fold roses out of napkins and if a baby is crying he just walks over and starts folding one. The mystery keeps the baby interested and the table loves it once they realize what he's doing. The napkin roses is gold for other tables too.
g) If the kitchen is slow or something, get an update on how LONG your tables food will take to come out and let them know. It SUCKS sitting in a restaurant and being out of the loop. "I'm sorry your food is taking a little while, I just checked with the kitchen and it should be ready in 7 minutes though." Is a whole lot better then your guests sitting there thinking it's going to be another 25 when it's really not too far off.

***WELL...I, MARY BETH, HAVE FOUND THAT WHEN I ENG...

2010-08-22T19:07:13.639-04:00

***WELL...I, MARY BETH, HAVE FOUND THAT WHEN I ENGAGE MY "GUESTS" BY FIRST ASKING THEIR NAMES ( I WORK WEEKEND BARISTA)**I AM JUST MYSELF. CORNY AS IT MAY SOUND...I TRULY LIKE "MY" PEOPLE. IN OTHER WORDS, I DO NOT HAVE TO FAKE ANYTHING. I UNDERSTAND THAT MY MAIN OBJECTIVE IS TO MAKE THE $$$**I FIND THAT MY QUICK WIT HELPS TO PUT PEOLE AT EASE & THEY TEND TO RELAX (SUAVE) & ACTUALLY ENJOY THE ENTIRE DINING EXPERIENCE. I AM ATTENTIVE**GENERALLY CARE** AM ABLE TO LISTEN TO THEIR NEEDS & I HAVE THE "SENSE OF URGENCY ( THESE PEOPLE ARE STARVING..LOL)***I GENERALLY MAKE ( AFTER TIP OUT) ABSOLUTELY OVER 20%**VERY RARE TO GET A "BAD" TIP & WHEN I DO ..I AM SURPRISED..I, DO, HOWEVER ..SHAKE IT OFF & GET BACK IN THE GAME!!!***BEST WISHES & COME TO HOBOKEN**ASK FOR ME..MB!!!

I make everything fun, I am not the type of server...

2010-08-22T18:05:59.863-04:00

I make everything fun, I am not the type of server who has the false persona, where I feel I need to be up in their face all the time. I joke, and I serve a table how I would. I enjoy to laugh, I enjoy the perks of having someone take care of you. On the other hand, I have been in this business long enough to believe in karma. I have had terrible service plenty of times in my life, I generally tip 30% when I am out, because what goes around comes around. I could never bring myself to tip someone 10%, I don't care what it is, just out of generally common courtesy for someone in my field. Now doesn't mean I am happy about it, but I believe doing good by someone even if they don't always deserve it, doesn't make it right. I highly doubt anyone here that has posted has given amazing service every time, and I understand you shouldn't let some things conflict with your service giving. But If you gave someone 10% you should never complain if you get 10% or less. Especially if you say thats out of 'pure habit'.

I just keep it real with my guest at work... i lov...

2010-08-22T17:33:00.133-04:00

I just keep it real with my guest at work... i love making ppl smile... if someone comes thru my drive thru and they look they are having a bad day, i try my best to make a simple gesture or comment or maybe even a silly joke just to see those teeth and make their day a lil bit better... i greet EVERYONE with respect... respect is key these days... and if someone is being rude to me, i just kill them with kindness and go about my day with a huge smile on my face...

(1) I treat every customer the way I want to be t...

2010-08-22T16:32:33.967-04:00

(1) I treat every customer the way I want to be treated...and I go out to eat fairly often. I take note of the things that irritate me as a customer and positively try not to repeat that behavior. (2) I extend the same courtesies I would as if I am entertaining them in my home. Once a customer steps on our restaurant property, they are my personal guests. I remember my customers' names, their professions, children and pets' names, their drink & food preferences, etc. I'm not solicitous, just friendly...just like they've sat down at my kitchen table for a visit.

i just do my job, i never know what kind of tip im...

2010-08-22T15:02:05.873-04:00

i just do my job, i never know what kind of tip im going to receive so i give everyone my best service. i have fun with my guests and treat them as guests as if they were in my own home. its easy to tell what your guest wants if you just pay attention to their response to you!

Im just super friendly suggest things talk with th...

2010-08-22T14:34:35.120-04:00

Im just super friendly suggest things talk with them empathetic and sympathetic when i need to be...i treat everyone as if there a friend and i get them what they need when or just before they need it, i enjoy my time at work and treat it more as a mini vaca rather then a job!

body language: eye contact & mirroring touchi...

2010-08-22T13:36:20.213-04:00

body language:
eye contact & mirroring
touching the customer, on the hand if possible, but easy to touch their shoulder.
asking their name when they ask yours, then remembering it.
reading them, whether they want to conversate or be left alone is e a s y. plus i find that although some people will chat with you, alot of them tip better when left mostly alone and conversation is kept short
oh, and i heard once that one can increase her average tips by 10% simply by wearing a flower in her hair.

There are two aspects. First,we are here for the g...

2010-08-22T13:28:06.959-04:00

There are two aspects. First,we are here for the guest. Exceed their expectations and they will exceed your tips.Genuine conversations let the guest know that you love your job. Speak from your heart. Reading your table helps too. All guests have different needs and I feel it is our job to figure it out from the very start just what type of needs they have.And in most cases my creed is "Good Service Saves A Bad Meal"
Secondly,the mechanisms.Being prompt in delivering the best service.Timing is of utmost importance from start to end. Greet, delivery of drinks, food and of coarse back to the number one aspect, smiles!!!Make sure also, that all that is left on the table is cups and of coarse a big fat tip!!(Maintenance)Because the more they see you, the more tip you'll receive.Oh, there is a third aspect, and that is know your products.PPA (per person average)has to be up. So, upsell,upsell,upsell!!! "Can I have an Ice Tea" "Will that be Raspberry, Mango or Blackberry Mint? Believe me, it adds up!! IN YOUR POCKET!! Aloha!

I usually receive AMAZING tips the majority well a...

2010-08-22T11:24:24.576-04:00

I usually receive AMAZING tips the majority well above 20% with an occasional 50%. When I receive less I know its not because of me but because of the customer, which is sad because you should be rewarded for your work. I beleive I do so well because I read the guest and attend to each individuals needs. Some love to talk and are looking for a great experience, so I give them that. I make suggestions, I pretty much order for them items they must try. I smile, I never let glasses get empty, I never leave dirty plates or glasses on the table. I clear away every thing thats empty, dirty, etc. (no one wants to see how many coctails they have had so I always get rid of the evidence ;) ). When I have families I treat the children the same as I do the adults I never ignore them or give them less better service because they are young. When its a business group, I let them be and quietly make sure that I am on top of my game by keeping there table clean and there drinks refilled. I use manners when needing to ask a question saying excuse me, etc.

I pretty much look at myself as a guest and do whatever needed to ensure that the guest has a great experience. Wear there shoes and you will always do well!

You should be able to read the alpha at your table...

2010-08-22T09:05:23.587-04:00

You should be able to read the alpha at your table within the first minute of your immediate greeting. Take your cue from that person whether or not it is an interactive table or just quiet perfect service. do not rush the features and always make sure to make the guest feel included in all that is going on it will be appreciated. if the kitchen is slow and the y just got behind a forty top let them know. try to treat all the tables EXACTLY the same and not pre-judge. sometimes the little old ladies and the foreigners might surprise you. as far as regular poor tippers; forget them. they should know it cost us money to serve them. we tip on SALES and if that's what you pay you should know what to expect...savor that glass of water buddy its the only one you're gonna get.

the simple things that most people are either too ...

2010-08-22T07:28:20.834-04:00

the simple things that most people are either too lazy or for some reason unwilling to do: Smile at your customers, be attentive to their needs, be friendly, and give them your undivided attention. Here is a huuuuge tip though: when a customer asks you if an item is good and its not, tell them so. If its not good, dont say its ok, tell them its not that good, and recommend something similar. I know for a fact Ive boosted my tips by being completely honest with people aout this. I can see in their eyes that theyre happy I was honest, and afterwards theyll often thank me for my recommendation, and give me a hefty tip. Also try and read your customers. People like people similar to them. If you have a table of fivemusclebound meatheads and your a guy, try and act a little meatheaded withtem, like your theyre friend. If its 5 old ladies, speak with a gentle tone and a smile.

I basically treat everyone as I wish to be treated...

2010-08-22T04:29:30.688-04:00

I basically treat everyone as I wish to be treated. I am very aware of my surroundings, and when I go out to restaurants, the money I work hard to earn that is being spent needs to be appreciated. I am very critical of the service I receive, because I Know what a server is capable of doing. I look at all the guests I serve as me, therefore, strive to do my best to impress. I admit that it is a bit narcissistic, but the results fuel me to continue to do the best job I can!

I think that you have to make an amazing first imp...

2010-08-22T00:34:52.016-04:00

I think that you have to make an amazing first impression by being genuine and letting your personality show. I personally cannot stand the "fake" and the "robot" server who uses the same line at every table. I think as a server or bartender you have to read your guests and most importantly to communicate with them. In my experience guests tend to be less upset if they know exactly what is going on, whether it be a long ticket time or if your out of an item. Everyone wants a "Cheers" place to go to and I think it benefits not only the guest, the server (and their pocket book), but also the bar or restaurant because although the food might bring people back it's the service that will undoubtly keep guests away.

I just hit on everyone, without exception. Cha-chi...

2010-08-22T00:32:31.349-04:00

I just hit on everyone, without exception. Cha-ching!

First impressions are everything...I'm always ...

2010-08-21T22:49:06.014-04:00

First impressions are everything...I'm always prompt greeting my tables within one minute of their seating. For me, smiling is huge, letting the guest know that you're happy they are in your restaurant. Having a sense of urgency and anticipating their needs (fill drinks when half-full, bring a box before they ask, etc). Having a sense of what the table wants...some want to come talk business, so I keep my "chatting" with them to a minimum, but still give great service, while others come in and want to have fun, I will chat more and get to know them personally (and try to remember them the next time they come in!) Like someone else said, there's a fine line between attentive and annoying, so feeling what your guest's mood is is important. And as far as serving, combining steps, getting things for all your tables in one trip, will allow them to see your face and get what they ALL need. It's taken me a while to learn all of this :)

I try to judge the customer while introducing myse...

2010-08-21T21:58:46.952-04:00

I try to judge the customer while introducing myself and taking their drink order. Usually you can tell if they want to chat or just get their food and be left alone. Either way, I always make sure I go back after serving food to make sure it is what they want and everything is good. If they seem they want more attention I try to give it to them - if I am extremely busy I try my best to be sure they understand I'm not ignoring their table by simply passing by & saying I will be back in a minute, I want to be sure my other table also gets their meals hot out of the kitchen. I also make sure I get back to their table to answer any questions or to get anything they may need. Suggesting items on the menu & taking the time to explain menu items also helps. Most customers appreciate just the little comment so they know you still know they are there - even when your busy.

Also, I have learned over the years that when I first started waitressing 15% was the average - 20% was if you were excellent. Nowadays all servers automatically expect 20% and complain if they don't get it. The worse is when your out to eat and to hear a server complain about what a customer tipped them. That's when I usually force myself to give less then 20% - they never know who's listening.

I greet a table and welcome the guests to the rest...

2010-08-21T20:03:14.474-04:00

I greet a table and welcome the guests to the restaurant within a minute of their arrival at one of my tables (if I can swing it, I greet them at the door and seat them myself). I introduce myself whilst handing each guest their menu and direct them to the specials. When taking their order I utilize suggestive selling — e.g. if they order a coffee I suggest a French Press; if they order a juice I suggest a large fresh squeezed orange juice; if they order an iced coffee I suggest they add an espresso shot; if they order pancakes or french toast I suggest a side of bacon, sausage, and/or eggs; if they order a salad I suggest adding grilled chicken, tuna, or shrimp salad; etc. These actions provide information about what is available on our menu whilst creating a dish that caters to the guest's individual taste and increases their tab. I keep an eye on the table and refill beverages as needed, clear dishes as finished, and suggest desserts or to-go beverages; again, increasing their tab whilst enhancing their overall dining experience. Of course, there is a fine line between attentive and annoying, so I do not overdo the talking and table visits; instead, I make sure to choose my words and time my visits carefully and remind myself that sometimes less is more. In the end, my effort pays off more times than not and certainly keeps the day moving along at a decent pace!

It all just depends on the customer. I work the lu...

2010-08-21T19:57:03.174-04:00

It all just depends on the customer. I work the lunch shift at our local pub so I have lots of regulars. They didn't become regulars, though, by my having a bad attitude. I remember their orders and that helps immensely.Even from previous serving jobs, I learned that you can guage what people's wants or needs are. If you see that a man has drank his coke quickly, bring out two next time around. They love that. Honesty, believe it or not, has gotten me really far. Although this is horrible for business owners, I am honest to my customers about whether or not I like something. We have really awesome Reubens but I hate Sauerkraut. I let them know that I don't like them but there are people that stop at our restaurant several times a year just to eat that particular sandwich.If your tables believe you, they feel more comfortable with you. Also, keep your crappy mood at home.Nobody, including myself, wants to feel your negative vibe.People go out to eat as an escape. It is an experience in itself.Smile, smile, smile. I have literally sensed a table's attitude about me shift the moment I smiled. Smiles are contagious, I promise. And I know that when I take my kids out to eat, I like it when my server engages conversation with them.Kids aren't stupid and many parents love it when you speak to their kids like they are actually present. Most of the time they know what they want.Sure their are really shy ones, but if you are experienced, you know which ones are or aren't.

I always ask if people are having a nice day so fa...

2010-08-21T19:51:13.744-04:00

I always ask if people are having a nice day so far. It's a simple question, but it opens the door to actual conversation and a connection. I also wish people a Happy Tuesday! or whatever the day is and it makes the smile and laugh. On holidays I always make sure to tell everyone Happy 4th of July (or whatever holiday it is). For a lot of people it's the ONLY time they hear that in the whole day and it means a lot to them. So, I guess I would say I try to make everyone's experience a personal experience.

Just be yourself.

2010-08-21T19:16:17.657-04:00

Just be yourself.

I just make sure his old lady isnot on the BLOW OU...

2010-08-21T18:11:14.444-04:00

I just make sure his old lady isnot on the BLOW OUT PATCH

I think the most important thing is to make sure t...

2010-08-21T17:32:37.099-04:00

I think the most important thing is to make sure they have enough crackers at all time. If a kid is hungry, get him some crackers! When you start seeing that they are low on crackers. Haul your but over to wherever and get some more crackers. If someone needs more ice in their drink, put some crackers in it. Dude, I'm telling you crackers=money!

Well when i work I give people service that I woul...

2010-08-21T17:27:50.785-04:00

Well when i work I give people service that I would want. A dollar here and there kinda sucks. When you have people who know are going to be a pain you have to smile and do your job right anyway. When I see a drink half empty I don't ask if they would me to fill it up i do it anyway. It's just simple things you can do in a restuarant to make it easir on yourself.