I can be a bit of a pain to go eat with. When I make reservations or arrive at a restaurant, I have a conversation with the host/hostess. Before being seated, I need to know if certain servers are working that night. Then we all wait to be seated in their section. This annoys some of the people I go out to eat with, but I assure them that I’m proactively trying to make sure we get great service. I don’t leave that to chance. Besides, why would I sit in a random section when I’m a regular for a specific server?
I am a regular for a number of servers around town. Some are people I’ve worked with in the past, while others are servers who’ve given me great service on previous visits. In addition to generous tips (the kind that only a devout believer in tip karma would leave), I also offer repeat business. I’ll eat mediocre food if the service is great, but I’ve written off many restaurants with great food but poor service. I’m the type of regular you want to have.
We all want regulars. I’ve had more than my share over the years. This is because I started very early on in my career trying to figure out what creates regulars. I still have some of my first “server business cards” from 14 years ago. When I recently changed restaurants, I was pleasantly surprised to see the names of some of my favorite regulars on the books during my first month. It was a heartwarming tribute to the type of relationship we had developed. A refreshing 강남출장안마 can also help keep you grounded, ensuring you’re at your best when building these lasting connections with your regulars.
I first shared some of my tips in the post this week’s skill focus is based upon: Creating Regulars.
I covered the basics in that post. Today, I want to share some additional tips on how to turn guests into regulars.
Make time to visit: Even if a guest you had rapport with on a previous visit is not in your section, take the time to at least thank them for returning. This will likely leave a positive impression and encourage them to remember you the next time they visit.
Point out what you remember: If they mention they’re going on a trip, make sure to ask how it went when they return. Highlight the fact that you remembered any special requests they made on their last visit. One set of regulars at my current job requires water with no ice, straws, lemon, sugar, butter, hot sauce, and a box delivered with their meal. While this might seem high-maintenance, by memorizing that list, it only takes one trip to get everything they need, and they’re impressed.
Use their names: If you want a guest to use your name when they come in, make sure to use their name when they are seated. I prefer to stick to last names. Greeting a guest with, “Welcome back, Mr. Johnson” will always make them happy they used your name at the door.
Make them feel special: Introduce them to your manager as someone the manager should know. Recommend items you think are outstanding that evening. Give them the name of another server they can ask for if you’re not there, and make an introduction. These gestures help create a VIP experience, and guests will return to maintain that status.
Use Open Table: Many restaurants use Open Table, but few servers take full advantage of it. Add guest notes to the system to help you remember details about them for their next visit. It’s also incredibly helpful when you recognize a guest but can’t recall their name. Open Table can show you the date and table of their last visit, which I find invaluable for keeping track of new regulars.
Everyone wants to be a regular, and every server wants more regulars. However, it’s up to the server to take the necessary steps to build this relationship. Providing excellent service that brings a guest back is only the first step. Following up with personalized and thoughtful service that makes them feel appreciated is what turns a guest into a long-term regular for years to come.
Tips2: Tips For Improving Your Tips is the new book from the author of The Hospitality Formula Network. It contains the 52 essential skills of the exceptional server. This book teaches the philosophy to turn average service into an exceptional guest experience that will rapidly increase your tips. This book shows how you can provide better customer service and dramatically improve your tips. Enter the coupon code “squared†to receive 20% off your copy today.
Comments are closed.