By now we all know that waitressing is all about creating a pleasant, cheerful, persona. One that doesn't get upset or frustrated. One that can handle anything thrown its way on a busy Friday night.
I have found the best way to keep that persona alive, is to play a little game I like to call "What I really Meant to Say". So the customer may never actually hear what I really meant to say, but believe me, the rest of the staff knows...
When serving the couple who can drink 7 glasses of diet soda during a one hour meal.
"Of course, I'll be right back with a refill."
What I Really Meant to Say...
"Are you kidding me??? I've made 6 trips to your table already, and I know that you are only going to leave a $4 tip. Maybe I should just hook up an IV!"
When serving the man who ordered a Medium Rib Eye and got a beautiful Medium Rib Eye that is making my mouth water.
"Oh I am so sorry sir. The kitchen seemed to have under cooked it a bit, I'll take it right back and have them put it on for a minute. Would you like a salad on the house while you wait?"
And When I return with a slightly more cooked Medium Well Rib Eye....
"It was only on for a minute, I cannot understand how they managed to overcook it in only 2 minutes."
What I really meant to say...
"Just order the damn chicken!"
When serving the family who let their kids throw popcorn all over the floor, dump out all of the sugar packets, and smear marinara sauce and hot fudge on the table, the seats, the windows, and the couple sitting next to them.
"Oh, don't worry about the mess, I can take care of it."
What I really meant to say...
"It's a busy Friday night. Not only is my table taken up when you eat, I now have to take 20 extra minutes just to clean up the mess that your little heathens have made. Thank you for that 12% tip. It's good to know that you appreciate my time."
When serving the couple that can't just order off the menu, and need 15 changes made to each item ordered.
"Oh, I can't believe that they forgot the walnuts on your sandwich! I'll be right back with some for you."
What I really meant to say...
"The 17 other things you ordered changed came out right. I know you didn't ask for walnuts, too. But I will get them because you won't eat the sandwich without them, and I need you to eat - fast - so you will leave."
Showing posts with label Pointers for Servers. Show all posts
Showing posts with label Pointers for Servers. Show all posts
Sunday, March 22, 2009
Saturday, July 12, 2008
The Art of Upselling
For those unfamiliar with the term, upselling is when a waitress (or any other type of salesperson) can talk the customer into purchasing something slightly better and more expensive than they initially asked for.
The company encourages us to do this because, in the end, it means more sales for them, a higher check average for us, and a more satisfied customer.
Yesterday, I worked an afternoon shift. People don't tend to order as much at lunch, so I had to make the most of the tables I did have.
Upselling is not just about offering the wonderful options. It needs to be done with a little finesse. Servers need to be able to read their guest to gauge the best way to approach the suggestions.
There is a certain stigmatism associated with words like loaded, smothered, king size, super size, monster, etc. So if a customer orders a baked potato, don't ask if they want it loaded. Explain the choice in descriptive words that make it harder to resist. Would you like cheese, bacon, and chives melted on the top of your potato?
You can always upsell by getting the customer to purchase a larger size of the item they already ordered. Many of our appetizers come in a regular and large size. When they are ordered, I don't ask if customers want small or large. I offer them 8 piece or 12. The same goes for our salads and several of our steaks. I offer by ounces. 16 ounces is a respectable size for a meal. But you have no idea how many people can't resist the thought of a 24 ounce plate of steak.
When you offer an appetizer or a dessert, be sure to have a specific one in mind.
Did anyone save room for some chocolate cheesecake?
Ohhh That does sound good. Hmmmm... All right...
It takes a bit of practice, but for the most part, I can raise my sales by quite a bit, just by knowing the menu, and discovering how the customers need to be approached. It definitely shows in my tips at the end of the night...
The company encourages us to do this because, in the end, it means more sales for them, a higher check average for us, and a more satisfied customer.
Yesterday, I worked an afternoon shift. People don't tend to order as much at lunch, so I had to make the most of the tables I did have.
Upselling is not just about offering the wonderful options. It needs to be done with a little finesse. Servers need to be able to read their guest to gauge the best way to approach the suggestions.
There is a certain stigmatism associated with words like loaded, smothered, king size, super size, monster, etc. So if a customer orders a baked potato, don't ask if they want it loaded. Explain the choice in descriptive words that make it harder to resist. Would you like cheese, bacon, and chives melted on the top of your potato?
You can always upsell by getting the customer to purchase a larger size of the item they already ordered. Many of our appetizers come in a regular and large size. When they are ordered, I don't ask if customers want small or large. I offer them 8 piece or 12. The same goes for our salads and several of our steaks. I offer by ounces. 16 ounces is a respectable size for a meal. But you have no idea how many people can't resist the thought of a 24 ounce plate of steak.
When you offer an appetizer or a dessert, be sure to have a specific one in mind.
Did anyone save room for some chocolate cheesecake?
Ohhh That does sound good. Hmmmm... All right...
It takes a bit of practice, but for the most part, I can raise my sales by quite a bit, just by knowing the menu, and discovering how the customers need to be approached. It definitely shows in my tips at the end of the night...
Thursday, November 29, 2007
Happy Holidays
Tis the season, right?
I once read this article posted in our break room that servers who put smiley faces on their checks as they hand them out make an average of 13% more in tips.
Ok - sounds like an easy way to remind customers that I am a cheerful person and a wonderful waitress as they try to figure out what to leave me.
So I had to give it a try. Just to be an overachiever, I started writing "Thank You" on each check just above the little smiley face.
It may have padded my pocket a little bit, but not too noticibly.
However, for the last week I replaced the "Thank You" with "Happy Holidays", and that is a jackpot! Every night I've worked has averaged 25-30% in tips!
Maybe I'll just write "Happy Holidays" year round!!
I once read this article posted in our break room that servers who put smiley faces on their checks as they hand them out make an average of 13% more in tips.
Ok - sounds like an easy way to remind customers that I am a cheerful person and a wonderful waitress as they try to figure out what to leave me.
So I had to give it a try. Just to be an overachiever, I started writing "Thank You" on each check just above the little smiley face.
It may have padded my pocket a little bit, but not too noticibly.
However, for the last week I replaced the "Thank You" with "Happy Holidays", and that is a jackpot! Every night I've worked has averaged 25-30% in tips!
Maybe I'll just write "Happy Holidays" year round!!
Saturday, November 3, 2007
The Things They Don't Tell You In Training
ALWAYS bring extra napkins to the table ahead of time. Save yourself some trips.
NEVER serve a kid a soup spoon. You'll only have to go back and get a teaspoon.
ALWAYS serve Root Beer Floats in frosty mugs. They will explode if you don't. Put the spoon and straw in the cup before adding ice cream. You can also stir the root beer with a spoon or straw before adding the ice cream to avoid an explosion. ALWAYS serve these with extra napkins.
NEVER look at a martini when you are carrying it. For some reason, when you don't look at them, they are less likely to spill.
NEVER leave a customer eating buffalo wings without a drink.
ALWAYS make a big deal about kid's birthdays. I sometimes put candles in cheeseburgers, fries, etc. Parents eat it up - and they usually tip better for it.
NEVER let them see you sweat. You may be so far in the weeds you'll never get out, but keep that cheezy little smile on and people will forgive you for a few extra minutes in getting their drinks.
ALWAYS serve food first. Even if another table needs drinks. When your food comes up, it takes precidence.
I'm sure I'll think of more - Give me time - and a little more coffee.....
NEVER serve a kid a soup spoon. You'll only have to go back and get a teaspoon.
ALWAYS serve Root Beer Floats in frosty mugs. They will explode if you don't. Put the spoon and straw in the cup before adding ice cream. You can also stir the root beer with a spoon or straw before adding the ice cream to avoid an explosion. ALWAYS serve these with extra napkins.
NEVER look at a martini when you are carrying it. For some reason, when you don't look at them, they are less likely to spill.
NEVER leave a customer eating buffalo wings without a drink.
ALWAYS make a big deal about kid's birthdays. I sometimes put candles in cheeseburgers, fries, etc. Parents eat it up - and they usually tip better for it.
NEVER let them see you sweat. You may be so far in the weeds you'll never get out, but keep that cheezy little smile on and people will forgive you for a few extra minutes in getting their drinks.
ALWAYS serve food first. Even if another table needs drinks. When your food comes up, it takes precidence.
I'm sure I'll think of more - Give me time - and a little more coffee.....
Wednesday, June 13, 2007
The Importance of Teamwork
"There is no I in TEAM."
This silly little quote has been written on our staff bulletin board for so long, I barely notice it any more. However, tonight the real meaning of those words became unbelievably clear.
Tonight started like any other Tuesday night. A small waste of my time. A little money being made, but not enough to pay the mortgage. We were not very busy at all. So the manager started cutting some of the waitresses.
He cut 1 & 2. And no one came in. The waitress in station 3 was training a new girl and they had a ton of paperwork to finish, so he let them go. And no one came in. So he cut station 4. Station 9 is usually cut after 4, and that station had no tables and was next to be sat. I knew the waitress in that station wanted to leave, so I asked that he cut her, too. Now there were only 3 of us left.
And people started coming in. We got a party of 7, a party of 10, two parties of 5, and three parties of 4, all in about 30 minutes. We held it together, and managed to get everyone fed and happy with no problems at all. (Although, I did think the manager might have a small stroke before the night was over.)
Once people started to leave, we looked around the restaurant to realize that we were 10 minutes away from closing time and we had a MESS to clean up. Usually, we clean our own tables, do our own sidework, and finish all of our own table maintenance. However, tonight was a different story. I cleaned tables while another girl did sidework for both of us. The third girl want around and did all of the table maintenance. Because we were working together, none of us were really stressed about the fact that we had way too much to do this late at night. And we actually got it all done quicker than we ever imagined.
Now if we could only get the others to help out during the entire shift. What a great atmosphere and easier work environment we could create!
This silly little quote has been written on our staff bulletin board for so long, I barely notice it any more. However, tonight the real meaning of those words became unbelievably clear.
Tonight started like any other Tuesday night. A small waste of my time. A little money being made, but not enough to pay the mortgage. We were not very busy at all. So the manager started cutting some of the waitresses.
He cut 1 & 2. And no one came in. The waitress in station 3 was training a new girl and they had a ton of paperwork to finish, so he let them go. And no one came in. So he cut station 4. Station 9 is usually cut after 4, and that station had no tables and was next to be sat. I knew the waitress in that station wanted to leave, so I asked that he cut her, too. Now there were only 3 of us left.
And people started coming in. We got a party of 7, a party of 10, two parties of 5, and three parties of 4, all in about 30 minutes. We held it together, and managed to get everyone fed and happy with no problems at all. (Although, I did think the manager might have a small stroke before the night was over.)
Once people started to leave, we looked around the restaurant to realize that we were 10 minutes away from closing time and we had a MESS to clean up. Usually, we clean our own tables, do our own sidework, and finish all of our own table maintenance. However, tonight was a different story. I cleaned tables while another girl did sidework for both of us. The third girl want around and did all of the table maintenance. Because we were working together, none of us were really stressed about the fact that we had way too much to do this late at night. And we actually got it all done quicker than we ever imagined.
Now if we could only get the others to help out during the entire shift. What a great atmosphere and easier work environment we could create!
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