[The Ultimate Guide to Great Table Service]
Simple Tips for Being Your Guest’s Favorite Server and Making Better Money
“Discover How To Become Your Guests’ Favorite Server and Increase Your Daily Take Home Pay!!”
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From the desk of Shane M Belanger:
I have been in the restaurant business for well over 20 years and have held pretty much every position in the front of the house. I started out as a busser and then progressed to server. During that transition, I did not receive any formal training in how to wait tables (back when we were called waiters). I kind of made it up as I went. I made a lot of mistakes, and through that trial and error, I learned what worked and what did not.
It wasn’t until I started working at a very successful steakhouse, that I received the most comprehensive server training I have ever been through.
I began to apply what I had learned at that job to all of my future jobs and saw my tip averages go up, and my repeat customers keep coming back!
This was an epiphany for me, and I wanted to share what had taken me years to learn with other people in the industry, and people thinking about joining the industry.
Below is the introduction and the first chapter for you to check out. Enjoy!
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If you’re reading these words right now, chances are you’re one of the following:
A new server eager to get the jump on a bright career in the hospitality industry;
An existing server who’s not happy with your current level of tips;
A veteran server, or “lifer,” whose tips have flat-lined and who wants to start earning like you did in your peak years again;
A bartender who also waits on tables in the bar area, or just wants to take your customer service to the next level;
A hostess, busboy or member of the kitchen staff who ultimately wants to be a server;
A manager or restaurant owner who wants to inspire his service staff to fulfill their peak potential…
Either way, if you’re reading a book called The Ultimate Guide to Great Table Service, then it’s safe to assume that you’re in the hospitality game and, what’s more, are also “in it to win it”. That’s good; that’s great, because like you, I’m the kind of guy who doesn’t get into a job where the majority of my money is earned on tips and not try to make as much as I can.
There’s a reason most of us have decided to work FOH, or Front of the House, and that’s because that way we know we have at least some say in how much money we’ll make each shift. Unlike hourly, salaried or management positions, we have the flexibility to…
Work more hours;
Work more shifts;
Take more tables;
Take big parties;
Take bigger parties;
Make the most out of each table;
Anticipate needs;
Provide personality and service;
Answer questions and suggest items;
Sell, sell, sell…
All of this puts us in a position to learn, to grow, to adapt, to hustle, to grow adept at our patter, hone our presentation and excel in providing excellent service to each and every table, hopefully in exchange for a tip that is commensurate with that level of service.
Sure, it happens – there are always those one or two tables each shift that, no matter how high you jump or how great the meal is, they’re going to leave you peanuts just because. But for everyone else, they are going to respond, and favorably, with a more generous tip as a result of your “over and above” service.
So, who am I and why should you listen to anything I have to say about table service? My name is Shane Belanger and I have been a server, bartender and general FOH employee for years. Like you, my days and nights have been filled with special orders, 86 boards, cocktail napkins, high-chairs, side work, marrying ketchup bottles, memorizing lunch and dinner specials, stocking sugar packets, refilling salt and pepper shakers, returning over- or under-cooked steaks to the kitchen and, in general, serving hundreds of people per day at a variety of styles and sizes of restaurants.
Like any server, I have learned the subtle, sophisticated and proven ways to provide stellar service, to every table, every time, in order to improve the guest’s dining experience and, ultimately, increase my tips. More service, more often, more consistently, to more tables simply means more money in my pocket – every shift, every time, no questions asked.
And now I’m ready to share these tips with you! In The Ultimate Guide to Great Table Service, I will share a variety of “Simple Tips for Being Your Customer’s Favorite Server,” such as:
The Impression Before the Impression;
Approaching the Table;
Navigating the Drink Service;
Marketing the Menu;
Serving the Meal in Style;
Selling Six Star Service;
Conflict Resolution 101;
Kitchen Confidential;
Dancing With Dessert;
And so much more!
Do you need to read an entire book on how to approach a table, take a drink order or pitch a nightly dinner special? Not really. Your manager or server trainer most likely did a great job of teaching you that already. But if you want to know the secrets, the tricks and the strategies to systematically improve the amount of tips you make off every lunch or dinner ticket, then you could do a lot worse than reading this book.
Not only will The Ultimate Guide to Great Table Service help you become a more knowledgeable, competent and effective server, but it will put more money directly in your pocket. So if you’re ready to learn more, earn more and become your customer’s favorite server – every time – turn the page. You’ll find your journey begins before your guests even arrive at the table:
Chapter 1:
The Impression Before the Impression
Dining out is an emotional experience. It’s something we associate with good, pleasant, fun and happy times: a first date, an anniversary, a graduation, good times with good friends, a reunion, birthdays, holidays or simply a fun night out. As servers, it is our responsibility to bear that in mind from the minute a customer is on property – or even before.
This chapter is called “the impression before the impression” because, like it or not, we are part of the restaurant’s “atmosphere”. Much like the flickering candles on every table, the handwritten specials board on the front sidewalk or the reception area, we make an impression – for better or worse. This chapter will help make your first impression better, even before you walk up to the table.
Beware the Strike Zone
I’ll never forget the time I was walking into a restaurant – not to work for once, but as a customer – and nearly got run over by some punk in a beat-up import car as I walked through the guest parking lot. Not only did he barely slow down, I don’t think he even saw me! If I hadn’t been late for a very important date, we would surely have had words – and maybe more.
Instead I cooled off, went inside and joined my friend at our table. Imagine my surprise when, a few minutes later, the reckless driver I’d just had a near run-in with sauntered in, spiffed up in a shirt and tie – he was a manager there!
I chuckled to myself as I watched him throughout the meal. Once inside the building he seemed to be courteous, kind, attentive, helpful, a real team player and people pleaser. Gone were the squealing tires, blaring bass, thumping music and high speed antics. I couldn’t help but wave him over after the meal and explain to him what had happened in the parking lot. As I’d suspected, he had no idea he’d nearly ended my life and confessed, “Honestly, until I walk inside the building, I’m barely conscious.”
I mention the story because this chapter is about first impressions, and the fact is… your first impression is rarely the minute you first approach the table. That’s why I wanted to write this chapter before our next one, about the table approach.
Your first impression can start anywhere: in the parking lot, by the hostess station, out back having a smoke, cussing out the dishwasher by the Dumpsters, whatever, wherever, if you’re in what I call the Strike Zone, you’re making an impression – so make sure it’s a good one!
So, what’s the Strike Zone? The Strike Zone is any area directly associated with the restaurant where you work. That includes…
The employee parking lot;
The front sidewalk;
The street crossing;
The back dish pit and trash area;
The hostess desk;
The reception area;
The kitchen, dish pit and employee office/break room;
The bathrooms, particularly those accessible to customers;
Etc.
As you can see, that’s a wide berth but one that, if you respect it, ensures that you’re always on point, always looking your best, always representing the company to the highest degree and always making sure that you’re making a great impression before the first impression.
7 Ways to Make a Good Impression Before the First Impression
In or out of the Strike Zone, it’s important to act “as if” you were already waiting on a potential guest. After all, in the random world of hospitality, you never know who your next guest customer might be, so acting as if everyone in, around or even walking up to the restaurant is sitting at your table is a great way to start. That said, here are 7 Ways to Make a Good Impression Before the First Impression:
Appearances count. From the minute you stand from your car, you should be ready for work. It may be hot, humid, windy, rainy, snowing or sleeting, but if you’re on property and visible, you should look as if you were walking up to your very first table of the night.
I can’t tell you how many times I’ve watched servers get out of their car, smoking a cigarette, on their cell phone, hair wet, apron crumpled under their arm, looking rough, skuzzy and anything but professional. That may be fine for them, if management lets them get away with it, but not for you!
Mind your manners. It’s not just how you look that makes a great impression before the impression, but how you act.
You can step out of your car all prim and proper, buttoned up and tight as a tick, but if you’re cursing, smacking your gum, walking out in front of cars in the customer parking lot, cackling like a hyena at some inside joke a fellow employee might have made, or generally making an ass out of yourself, not only does this reflect poorly on you, but the organization as well.
Break time is over. There is absolutely nothing more annoying for a customer than to walk into a new restaurant, approach the hostess station and find it surrounded by employees prattling on about their baby daddies, restraining orders, speeding tickets, court dates and bad tips! The hostess station is not the employee break room, nor is any area on the actual floor of the restaurant.
Be a team player. Nothing makes a great impression – first, last or in between – like a team player. So even if it’s not your station (see my last tip), even if it’s not your duty, even if it’s not in your job description, if you see something that needs doing, and it’s in your power to do something about it, do it. A piece of litter on the floor? Pick it up. A misspelled word on that night’s specials board? Fix it yourself, or point it out to the person who is responsible for it. I even read my restaurant’s Yelp.com and TripAdvisor.com reviews from time to time and, if I notice a running theme – like an unclean restroom or several reports of undercooked steaks – I’ll point it out to management, the cooks, whoever needs to know. It only takes a little time to help out the team, and even if it only makes a great impression on your fellow employees… isn’t it worth it?
Kindness is contagious. Always be kind and courteous, even if you’re not on the clock. Even if you’re walking from your car in the employee parking lot and see an elderly couple trying to cross the road, don’t run them over trying to make it to work on time. Your boss would rather have you show a little kindness to the guests – and make a great first impression – even if it means clocking in a few minutes late. Remember, lasting impressions can occur whether or not you’re clocked in, and last far longer than a single meal.
Respect is earned. Respect is one of those invisible impressions that just kind of… is. You either show it, or you don’t. When a guest sees you mouthing off to a manager, acting superior to a colleague or, heaven forbid, being rude to another guest, it sends both a very wrong, and a very powerful, message. Even if it happens in the parking lot, out by the Dumpster or at that one table in the corner where everyone naturally hangs out to roll silverware, fold menus or whatnot, it makes a horrible – and lasting – first impression. Even if you don’t feel respect for someone – a coworker, manager or guest – show it. Vent all you want when you get home, scribble it down in your journal or just scream into a pillow but, on the job – and even in the Strike Zone – present yourself as if all is right in the world. Your customers, and your wallet, will thank you for it!
It’s everybody’s section. Finally, don’t think that your work exists in a vacuum. Sure, you have a section – three or four tables, over here or over there – but you paint on a much larger canvas. How many times have you sat at your table with an empty water glass, watched a server walk by with a pitcher of ice water, completely ignore you, go fill the water glasses at the table next to you, and then, with half-a-pitcher of water left, walk back by without even glancing down at you? Sure, it’s not entirely that server’s job but… why not? If they’re not in a hurry, if the place isn’t in the weeds, if they’re not racing back to grab a drink order or hot plates out of the kitchen window… what’s the big deal? It may not be a big deal to that server, but if it’s you – or your guests or even that server’s guests – it’s a very big deal. If you let quality service start and stop at the end of your station, then you’re doing yourself, the entire staff and the rest of the restaurant a disservice. And is that the impression you want to send?
Some of these may be common sense, but pay attention the next time you walk into your place of employment, look around and chances are you’ll see that common sense isn’t quite so common.
Don’t be a part of the problem; be a part of the solution. Lead by example, follow these tips and ensure that you’re always on point. If you get to train someone, train them in these as well as the basics of customer service, knowing the menu and working the POS. And even if no one else at the restaurant adopts your “service first” mentality, know that your guests will notice – and reward you accordingly.
The Takeaway
I know, I know… being on the floor is hard enough. You’ve got to be constantly smiling, attentive, listening, fetching, bowing, scraping, and that’s in the restaurant! Now I’m asking you to do all that before you even clock in? Look, you don’t have to do anything I suggest in this book. In fact, you can stop reading right now! But if you’ve come this far, I assume you’re interested in increasing your tips, table by table, night by night, until you see some real return on your investment for reading this book.
In that sense, yes, I’m suggesting – strongly! – that you learn the Strike Zone, stick to it and assume that the minute you drive on property, you’re “on”. It may take some getting used to, but just consider that manager who almost ran me over: I don’t remember a thing about my meal that night; let alone the restaurant, the décor, the server, the drinks, the atmosphere, or the bill.
All I remember is the moment of shock when that guy’s car nearly took me out – for good. I doubt that’s the impression – first, last or otherwise – the owner of that restaurant wants me to have but, nonetheless, it’s the one that’s lasted the longest.
So ask yourself, “Is that the first impression you want to make?”
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So there you have it. The beginning of your journey to making better money every time you approach a table. If you think about it, the cost of the book will be covered on your first check of $150! Now that is a return on your investment that you can’t find anywhere!
[Click Here to Purchase the Rest of the Book for only $27]
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