July 16, 2010
David Hayden
Servers
1111, customer service, how restaurant owners can increase sales, how to be a better restaurant server, how to get servers to sell, How to increase sales, How to increase sales as a manager, increase restaurant profits, increase restaurant sales, increase sales, managing servers, motivating servers., Restaurant, Restaurant Manager, restaurant server, Rules for Servers, Rules of Serving, Sales, sales for servers, sales techniques for servers, sell more, Selling, selling specials, Server Blog, server contests, Servers, servers sell more, Service, Serving, teaching servers to sell, The Rules for Servers, Tips, upsell, upselling, Waiter, waitress
Rule Five: Always recommend what is in the guest’s best interest, not yours.
(Note: There are many hyperlinks today that will send you to posts were I have previously addressed specifically issues that I address in this post.)
This is the second time in two days I have sat down to write this post. Yesterday, I got caught up in a tangent which I think serves as an important preface to this post. It even inspired a comment immediately that proved its accuracy. In the preface, I discuss how restaurant companies have encouraged servers to focus on upselling and thus significantly damaged the relationship between servers and their guests.
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July 15, 2010
David Hayden
Servers
customer service, how to be a better restaurant server, how to get servers to sell, integrity, Restaurant, restaurant server, Rules for Servers, Sales, sales for servers, selling specials, Server, Server Blog, Servers, Service, Serving, teaching servers to sell, The Rules for Servers, Tips, upsell, upselling, Waiter, Waiting, waitress
I sat down today to write about rule five. As I did so I realized that a preface was in order. This morning I sat on my patio drinking coffee and reviewing the outline that I have scribbled on a legal pad. I began thinking about why this post was even necessary. It should be common sense not to try to rip off your guests. “Always recommend what is in the guest’s best interest, not yours” should go without saying. Unfortunately, it directly contradicts what many servers are being encouraged to do. So much so that even the guests know it.
I experienced this yesterday. Waiting on a large group of teachers at lunch, I offered recommendations off the menu. I suggested the sockeye salmon the chef was offering as his daily special. I mentioned the flavor difference of wild caught salmon. I discussed the life cycle, diet, and high levels of omega 3. When I took the order, most of them chose my recommendation. The last one looked up at me and said, “you are a great salesman, so I will have the salmon too.” I was taken aback by this statement. My description was more reminiscent of a teacher or a food critic than a salesman. I did not use a “close” or try to appeal to their emotions. I tried to sell them the best item by educating them and allowing them to make an informed decision. My response to her was, “The difference is I will be here for the entire time you have the plate in front of you. That is a guarantee no salesperson can make.”
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