Rule Four: Guests do not care how much you know, until they know how much you care
We have truly become a nation of cynics. We doubt the sincerity of others and feel that no deal comes without a catch. We have good reason. Every special offer comes with fine print. We are constantly being faced with offers that seem too good to be true and usually are. In the modern world, we have decided it is better to be a cynic than a sucker.
Restaurant guests are no different. Deals that seem too good to be true get questioned. The motives of restaurant servers are constantly in question. Is the recommendation honest or to help them win a contest? Is the more expensive wine really worth it? Are the nachos really as awesome as the server says they are? Their concerns are warranted because servers are often more interested in raising their bill than earning the guest’s confidence.
This is particularly troublesome because servers should be one of the most trusted professions. We give guests the opportunity to decide what the value of our service is. While there are societal norms for tipping, the guest is often willing to exceed them if the service we provide merits it (see rule 3). The consequences of being caught making recommendations not in the guest’s interest will be financial. Losing rapport with your table will invalidate all of your speed and knowledge. Clearly maintaining that bond of trust with your table is far more important to earning the exceptional tip than your knowledge or efficiency. Only when that bond is formed does your skill and expertise come into play.
Here are three quick tips for establishing rapport and showing the table you care about their dining experience.
Read the full post at Tips for Improving your Tips