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Do Your Servers Give Your Guests the Service They Want?



Do Your Servers Give Your Guests the Service They Want?Your guests don’t just come to your restaurant to eat – they come for the experience. Servers are there to do more than make drinks and take orders – they are there to “serve.” That means give the guest the experience they desire.

It’s the server’s job to “read the table” or get a sense of what type of experience their guests want. Part of this is reading the mood of the guests. They can also capture the clues from dress, body language and eye contact. This information gives the server a guess as to what type of service their guests want.
For example:

  • A group of intent looking business people probably prefer the “take our order, bring our food and refills” approach.
  • Vacationers want to know about things to do, how long the restaurant’s been around and suggestions for what to eat.
  • The family celebrating a birthday will want to linger and engage in conversation and attention from the server.A couple or single parent with young children may appreciate a server diverting the attention of their kids for a moment or two.
  • Someone who glances at a watch or doesn’t put down his or her phone indicates quick, no frills service.

Redefine the Servers’ Role
Reading the table helps servers notice small details such as who may pay the check. This gives the guests a feeling of experience from the server.

From my experience, this skill is not always practiced. Servers need to be taught that reading the table and paying attention to the extra details gets them better financial return. A server really needs to see himself or herself as a salesperson. This benefits them and the restaurant with higher sales and better tips.

Match Your Servers to Their Customers

When I waited tables, I always requested to serve the drinkers and the big groups. I considered myself a specialist in taking care of the people who liked to have fun because I’m interested in learning people’s stories and interacting with people. I also come from a large family, so I like connecting with lots of people.

I think it’s important to match your staff to the type of people they serve as best you can. You can structure your table setup so that you match your servers to their skill sets. Place your efficient less talkative servers in the high turnover tables. Put your bubbly talker in the party room or with the larger tables.

Start Every Shift with This Goal

A pre-shift meeting is a good idea, too. One of my former managers had us do a line up and talk about our goals for the evening. He had reminded us to use proper hygiene but also to make the dinner an experience for the guest. He said it was our job to help the customer remember our “experience,” not just our food.

These simple strategies can really make a difference in your customer retention and sales.

Amanda Brandon blogs her thoughts on menu design trends and restaurant marketing strategies for MustHaveMenus, the leading provider of online restaurant menu designs, graphics, and marketing guides for the food service industry.

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3 Responses to Do Your Servers Give Your Guests the Service They Want?

  1. Harold (SMM) April 13, 2010 at 3:12 pm #

    Wonderful post! The battle to win customers takes place in service.

  2. James T. Flatbush July 12, 2011 at 12:18 pm #

    Here is where I differ from the author.

    Serving is not a game of high stakes poker, I am not there to read the guest, nor am I there to play psychoanalyst. The best way to discern what a guest wants is to directly ask the guest a few questions:

    Do you have any time constraints that I need to be aware of?

    Are we here to celebrate a special event?

    Would you like some time to chat before I go over the evening specials?

    The time constraint question is especially pertinent and it alleviates the stress that guests have when they dine out. Once you establish that you are aware of a guest’s time frame, they relax, and you have created a rapport that will help you suggest food and beverage items.

    Reading the guest is an outmoded form of service that corporate chains unsuccessfully tried to instill in their service staffs.

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