Waiter Training Newsletter

Is This How the Grinch Stole the Holidays?

And are all of us little "Whos" down in Whoville going to get it back?  Will the "Grinch" see how we can be cheerful even when our retirement plans have been emptied of every last crumb?

I've been gently reminded in the past (thank you, Dencel) that sometimes my references are too "dated" - thereby whizzing my clever remarks swiftly over the heads of the younger staff members.  My advice?  Go get the cartoon video/DVD of Dr. Seuss' "How the Grinch Stole Christmas!" - it will be some of the best 26 minutes of your life.  Or stay tuned to the local networks; they may still air the classic narrated by Boris Karloff.  (Yes, I have the video; yes, I watch it every year.  I will, however, probably have to upgrade to the DVD version.)

And if you're not in North America, just know that Dr. Seuss created some of the finest children's stories of all time.  You don't have to be Christian to enjoy this little movie; I'm not - it's just good fun from childhood.  More importantly, it is an allegorical story for the season, not a lesson in Christianity.

My point is - I'm sure you're wondering - is that there is an up-side to this down economy.  Oh, yes - there is and it is up to us in the service industry to remind people of it.  Someone has to stand up and invite the Grinch to the table.  And from what I hear on the street, our industry and the retail stores have been doing it!

Many people have said that they have noticed an improvement in customer service - mostly in department stores.  I've heard very little about restaurants.  My own experiences in retail stores has been very positive; in fact, salespeople have been almost too attentive.  They want the sale and I can't blame them.  We're all in the same boat here.  And my experiences in restaurants is that there is a noticeable difference in the tone of service.  It seems there is no obstacle the server and kitchen can't overcome.  It doesn't feel pushy or false; it feels right.  This is how service should always be.  This is the "upside" part of my newsletter.  We're all learning something about our service and what should always be done, even in the best of times.

I've noticed varying levels of sales savvy.  I'm a little surprised when a server actually makes a suggestion - and I usually go for it when they do.  I want to be sold by the person who should know what's great and what to suggest.  So I listen and if the server is sincere and really makes the item sound appetizing - I'm in!

In my travels across the country and working with many different servers, I'm always amazed by how many servers refuse to accept that they are independent sales people.  Thus, they refuse to sell to the people who have traveled to them, expecting that they will be sold something.  When I ask, they always say they don't want to be pushy and that guests will order that appetizer if they want it.

They're not wrong; guests will ask for the spinach and artichoke dip if they want it.  My thought, or argument, is - it's our job to make them realize they want it before they think of or ask for it.  It's called a suggestion, nothing more.  They can always say no.  However, if I suggest "the creamy spinach and artichoke dip served with warm, homemade bread" - who can say no to that?  If guests can say no to that, then they really don't want it.  Move on.  If they go for it, I've just added an extra [insert your price here] to my check that otherwise would not have been there.

This brings me to my point about our current economic situation.  These same servers are feeling the pinch like everybody else.  They're not spending money where they don't need to; they figure everyone else is doing the same.  And they're right!  No argument from me!

Except that now is the time they should be suggesting like crazy!  Why?  Because Bob and Janet Smith are out for their once-weekly or once-monthly special dinner out.  They are cutting back - just like the rest of us - and they have chosen your dining room for their one night out for good eats and relaxation.  No one is suggesting creamy spinach and artichoke dip to them at home; no one is suggesting they have a crisp dinner salad before they have prime rib or rosemary chicken or...you get the idea.  These are the reasons they have come out to dine.  They're looking for something special; if they weren't, they would just go through a drive-thru.

At the risk of repeating myself, this should be our style of service all the time, even in the wealthy, good times.

The ultimate message I want to convey to servers is this:  "Don't assume your guests don't want to spend money; you don't know everybody's personal economic situation - we're not all grinches out here!  Sell
something!"

Now more than ever, when people go out, they want the biggest bang for their buck!  If you, as a server, are going to assume anything, that is what you should assume.  Your guests will tell you if they don't want that kind of service.  They'll tell you by their body language and by how they respond to your first suggestion - which should be uttered somewhere in your greeting.

Another way to find out how they want to be served is dreadfully simple:  ask them.  I have had servers ask my husband and I if we're out celebrating something or if we're out just because it's Thursday.  How cool is that?  Occasionally, we say it's our anniversary just to see what happens!

The ultimate goal is to create a long-term or life-time customer.  When the economy bounces back (be it in slo-mo or rapid re-wind), Bob and Janet Smith will return because they remember what great service they got from you when times were tough.  Now is a great time to create your life-long customers or keep the ones you have.

Managers, you can help here.  During your pre-show, pick an appetizer, dessert or other menu item to be the "contest" of the night.  Make it fun for your staff.  Help them figure out the best language to use to sell that spinach and artichoke dip.

We all know times are tough; they are for everyone.  Despite my cheery tone, I am dealing with it, too.  Managers, you are the fuel for your engine.  You have to come in with a positive attitude; don't join in on the gab session that surely takes place regularly these days - bank accounts are empty, tables are bare, etc.  The list goes on - you know what I'm talking about.  No one needs encouragement to complain; you are the last person who should be the catalyst for it.

If it seems like I'm repeating past newsletter scribblings - I am!  Now more than ever you have to stay on top of your game.  You can't slack off because your sales have slumped.  The mentality and energy those salespeople in department stores have that I mentioned above should be the energy you have now and for all time.

The upside to this down economy?  We're all learning (again) what it really takes to succeed.  The tried and true steps to success are consistent, steady work ethics with a genuine desire to please.  Invite the Grinch to your table and make him a "Who!"

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.

BONUS SCRIBBLINGS ON WINE AND THIS ECONOMY FROM "NO RESERVATIONS RESTAURANT CONSULTANT" RANDY CAPAROSO!
READ ON...

It's 3am, Are Restaurant Wine Lists Answering the Call?

 

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

 

   Waiter Training Book for Waiters:  $17.95

   Host Manual:  $49.95

   Server Manual:  $79.95

   Busser Manual:  $49.95

   Manual Package:  $159.95

 

Subscribe to the monthly newsletter - It's free!

Newsletter archives