Waiter Training Newsletter

You Got Time to Lean . . .

. . . you got time to clean!

Do I hear a collective groan out there?  One of my favorite managers of long ago used to repeat that mantra and always, always - the collective groan.  And the only way to stop it was to be proactive and start cleaning before he had a chance to say it!

Another of his famous sayings was, "Don't look down!"  Meaning, if you look down, you might see some errant piece of debris that has been looked over by the past five employees and you'll have to pick it up!  He was afraid that no one wanted to be responsible for keeping the restaurant spic and span!

I doubt anyone reading this has ever heard a guest complain that your restaurant is just TOO CLEAN!

If you want your staff to lovingly hate you, come up with an annoying mantra that makes them start to create good habits just to shut you up!  It's like raising kids; you have to constantly remind them of the things they need to do.

At your next staff meeting, go over germs, bacteria, food-borne illnesses, etc.  You might have to come up with some ugly statistics about germs, dirt and the like.  It's amazing how the little things affect your guests' impressions of your restaurant.

First things first:  the parking lot and entryway make an impression.  That parking lot may have nothing to do with your food and service; yet your guests are creating their first impressions of you before they step out of their cars.

Is your entryway free of litter and is someone with a smile holding the door for them upon entering or leaving?

Your guests notice if the host stand is organized, which indicates an efficient host personality.  The menus should be wiped down and not featuring last week's special on page three.

Ledges, windows, door handles and kick plates are all little things that we see every day and soon don't notice the build-up of grime and dirt.  Your guests see them with fresh eyes and they wonder if the servers wash their hands frequently and if the kitchen staff is habitually clean when preparing food.  Guests shouldn't have to wonder at these things - they're distractions!

And what about the person serving them?  It takes nine seconds for someone to decide whether or not they like and trust you.  That means they know how they feel about you before you even get to open your mouth!

So what do you look like?  Did you take care to look your best today?  Is your uniform clean and pressed?  Does your apron look like you mopped up the not-so-clean floor with it?

Hands and nails should be clean and well-manicured.  Well-manicured nails in this business means short and no or clear polish - and no fake nails.

Story in a paragraph:  A long time ago, I worked with a woman who wore lots of make-up.  The base was so thick there was a clear line between her face and neck where the make-up stopped.  She also had long nails and there was make-up caked under them.  It made me wonder what else was being trapped under her nails...I'll let your minds wander on that one.

There are plenty of gross statistics out there to keep your staff amused.  Talk to your health inspector and get some facts from the NRA's website.  Find your ServSafe book and look up all the disgusting ways people can contract food-borne illnesses.

Use descriptive words when talking about this.  Don't be afraid to use the scary medical terminology to drive the point home.  You'll elicit some giggling and wise comments, no doubt.

Do people really get that sick from one little germ?  We always hear about it happening to someone else.  Don't let your restaurant be that "someone else" that others read and hear about.

If you're going to endorse cleaning while guests are present, which isn't a bad idea, make sure your staff is cleaning somewhere other than directly over a table and food.  Cleaning can be done at slow periods.  And remember that guests' needs come before the grime on the kick plate.

In my trainings, we talk about "silent service."  Sometimes it's appropriate to simply stand and watch your station - if it's full.  When it isn't full, polish silver ware and wine glasses - in full view of your guests.  They may not look directly at you; yet they sense that you're always working to make the restaurant a great place for them to dine.

It doesn't matter if the table you're polishing was just polished 20 minutes ago; the table next to it doesn't know that.  They only know that you're a hard worker and you should be rewarded for it - I'm talking bigger tip!  Well, bigger tip if you're also attentive to their needs and they don't wait unnecessarily for another glass of wine.

Managers, share this newsletter with your staff.  Tell them they might also earn some "brownie points" for taking the initiative and start cleaning before you get a chance to say, "You got time to lean - you got time to clean!"

Best of luck out there!

Training and information is the key!  Contact me, Susie, at Waiter Training, either by phone or email.  My business number is (720) 203-4615, and email address is Susie@waiter-training.com.  Web address is http://www.waiter-training.com.

 

Excellence is an act won by training and habituation.
We do not act rightly because we have virtue or excellence,
but rather we have those because we have acted rightly.
We are what we repeatedly do.
Excellence then, is not an act, but a habit.
                                                                                - Aristotle

 

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