Tag Archives: how to be a better server

Restaurant Server Training For NOT Dummies

If we are going to be honest, we have to admit that most restaurant server training manuals do not adequately prepare servers to create highly satisfied guests and make above average tips.  In fact, most server training manuals leave waiters and waitresses frustrated and demoralized.  Corporations spend absurd amounts of money training servers on sales techniques that lead to eye rolling guests and the generalized sense of hostility that is pervasive in the modern guest/server relationship.  There is a very simple reason for this.  Deep in the bowels of these restaurant corporate offices, training manuals are being written with the assumption the servers being hired are not intelligent enough to understand anything more than reciting a script upselling to the platinum margarita and “suggestive selling” the awesome nachos.

I discovered early on that the best way to be a better server was to watch the people who were.  I tried to emulate what they did.  I had the good fortune of working with people early in my career with decades in this industry.  I sought out books to teach me how to be a better server and when I couldn’t find any, I read books on sales and customer service.  I tried to adapt as many of the lessons as I could to being a better server.  If a book allowed me to come up with one good line or technique to increase my income, I knew it would pay for itself dozens of times over.  With each new job I took, I smiled and nodded through the training program and wondered why no one was teaching the skills that actually worked.  I tried to provide the same mentorship to the younger servers that I had when I started serving.

The restaurant industry has changed over the years.  As corporate restaurants squeeze out independent restaurants in cities around the country, there are fewer places for experienced servers to make an above average wage.  Service has become a commodity.  If you are willing to pay for it, upscale restaurants will still provide you with a professional server.  The vast majority of restaurants though are competing on price.  This means that the service is marginalized and top quality servers find it incredibly difficult to make a living.  In turn, the staffs at these restaurants view it as a transitional way to make money until they get a “real job.”

This creates two significant problems for the future of the restaurant industry:

  1. Who is there to mentor these servers at restaurants where service is secondary to volume?
  2. Where will the servers who do want to advance to upscale restaurants get the training to prepare them?

As with every great problem, there is a great opportunity.  For servers who are willing to take charge of their own training, the ability to stand out from your peers has never been greater.  This means building a core of regulars that keep your section full when the restaurant is empty.  This means being able to advance rapidly to higher end restaurants that previously wouldn’t have looked at the resume of servers without a decade of experience.  For independent restaurant owners, the opportunity to stand apart from your corporate competitors is obvious.  You cannot compete with their advertising budgets and ability to offer prices that eliminate profit margins.  You can however train your staff to provide the type of service that will create loyal guests and vocal fans.  This is how you can stand apart and win the battle for the dining dollars of your guests.

This is why I wrote Tips2: Tips For Improving Your Tips.  I know that it is tough to be a server right now because I am a server.  I know it is tough to be an independent restaurant owner because I work with independent restaurant owners to help them find a way to compete.  It took me over a decade to learn the skills that I use today.  When I looked for a book to teach me these skills back in the 90’s, I couldn’t find one.  This is why I sat down and wrote the book containing the knowledge I have now and would have benefited from then.

There is no longer an excuse.  The material is available.  You do not have to wait for a corporate training manual to teach you how to be a better server.  Restaurant owners do not have to take on the expense of hiring someone to write their training manual.  I have even lowered the price of the book.  I offer even deeper discounts for purchases of multiple copies.  Everything is in place for you to get the competitive advantage you need.  All that is left is for you to make the decision that gaining this advantage is worth a small investment of time and money.  If increasing your income is worth this investment, the restaurant server training manual you have been waiting for is available.

On Sale Before Selling Out

I am about to violate one of the most basic rules of marketing and give you an insider’s look at the world of self-publishing in the digital age.  I probably shouldn’t write this post.  My morning coffee hasn’t kicked in and I can tell you that this post will eventually pulled from the site before I even finish the first paragraph.  I am writing it out of a desire to be honest with all of you and to explain a dilemma I have been struggling with since I first wrote my book.

I am a server.  I have never considered myself much of a writer.  After writing almost 400 posts for The Hospitality Formula Network, my writing has improved considerably.  If you would have told me five years ago that I would be a published author, I would have laughed at you.  This partially explains why I did most everything wrong when I wrote my book.

Here is the traditional route to getting a book published.  First you come up with an idea.  You write a proposal for this idea and send query letters to publishers.  Most never read beyond the third sentence of the letter.  The rest look at the name at the bottom and if you haven’t been on a reality show, they discard the letter.  If you are lucky, one or two might decide they want you to send them the first few chapters.  You get excited and send them these chapters and in return they send you a rejection form letter.  I never got that far.

This is not how I did it.  As a matter of fact, I did it in a way similar to how you probably would have done it.  I came up with the idea for the book.  I came up with over 100 potential chapter topics.  The 52 best chapter topics went into the book.  The rest eventually became some of the original posts on this blog.  I spent time before shifts, after shifts, and on my days off writing at my computer.  It took about six months for the first draft.  Then I edited it.  Then I got copies printed and shared it with a few grammarian friends.  They returned it covered in red ink.  I made adjustments from the three edited copies.  I let it sit for a few months and edited it again.  Then I sent query letters to agents and got a handful of rejections.  One of them was nice enough to tell me why, “you don’t have a platform to reach an audience.”

I felt defeated and put the book away.  A few months later, I started reading more about the publishing process.  I found out that through a major publishing house an author could only expect to make a percentage on each sale that would be considered a lousy tip for a server.  On top of that, they own all of the copyrights to the material forever.  This is when I was introduced to self-publishing.  I started my first blog and was determined to build a platform from which I could reach an audience.  That original blog became The Hospitality Formula Network about eight months later.  During that time I met a professional editor who offered to take a look at my book.  Three rounds of edits later, I released the first edition of my book.

I am happy to say that the first edition has sold out.  If you order my book right now you will receive the shiny new second edition (promise to act surprised when I make the big announcement).  It has gone through two more rounds of professional editing.  It has been reformatted and even includes some new features.  All of the first edition sold out without having to sell my literary soul to the literary devil.  You probably know him as Amazon.

What Groupon is to the restaurant business, Amazon is to a self-publisher.  There is no doubt that Amazon provides exposure to a massive audience.  They are successful because of this.  Reaching this audience comes with a price.  Amazon takes more than half of the list price of every book sold.  The publisher pays for printing, ships the books to them, guarantees that no one will get a better price than they do, and then lists your book.  I have often spoken of the evils of Groupon for restaurant owners, but I am faced with the same dilemma.  I will probably have to sell out to Amazon to reach the audience I want to reach.

Once I do that, I can no longer offer a discounted price on my book.  That is why I am going to take some before going on Amazon to make a deal to my readers.  If you order now, I am knocking 25% off the price of the book.  I look at it as splitting Amazon’s cut with you.  I am also going to sweeten the deal a bit.  When the book does come out on Amazon, I am going to offer some bonus material for ordering directly from me.  If you buy the book now, not only will you get a lower price, but you will receive all of the future bonuses for free. 

This is not my attempt to make a hard sell on you.  This is my last ditch attempt to give you a deal while I still can.  If you have been debating buying this book, now is the time.  In a month or so I am going to be restricted by terms of service that will prevent me from offering this deal.  I will only be able to sell my book at full price.  If you want to pay less than $19.95, this is the time.  I’ve never offered a coupon on this site that would make the price any lower.  In just a few weeks, I won’t even be able to honor those.  This isn’t a sales tactic, but a warning and a thank you for being with a reader that I didn’t need Amazon to reach.

Click here to learn more about Tips²: Tips For Improving Your Tips and order your copy at this discounted price.

 

Why Free Food Does Not Increase Your Tip

Tips For Improving Your Tips

“They left me 15% and I didn’t even charge them for their drinks”

–Rookie Server

One of the fundamental truths you learn as a server is that hooking someone up with free drinks, food, etc. does not increase your tip. No matter how fundamental of a truth this is, it seems that every server has to learn this on their own. Time and time again new servers will attempt to leave a few sodas off a check or hook their table up with dessert, only to find that the tip percentage remains the same. Soon they realize the percentage is on a total that is artificially lower than what it should be due to the free items and they have actually made less money. I’ve seen newer servers reach this realization time and time again.

Let’s set aside for the moment the obvious problem with doing this. Of course it is tantamount to stealing. No tip is every worth losing your job for. If you are caught intentionally doing this, you will be fired. You will probably deserve to be fired. The items you are giving away are not yours to give. This is theft and it is wrong. It is never worth the risk of getting fired.

Even if none of those reasons are enough to prevent you from giving free items to your guest, you should avoid it because it is not beneficial to your tip. No matter how much logic tells you that guests will reward you for saving them money, they won’t. No matter how grateful you are convinced they will be, they won’t. No matter how great of a compliment you think they will give you to your boss, they won’t. Stack up all the reasons you think this will benefit you and discard them.

The reason is simple, guests tip on the total of the bill. When it comes time to leave a tip, the guest performs a simple mathematic calculation. It looks something like this:

Level of service (defined as a percentage) X Total of bill = Tip

That is it. No matter how much free stuff you give the guest, they will never change their formula into this:

(Level of service X 1.5 for hooking us up) X (Total of bill + Items not on bill) = Tip

Seriously, it doesn’t happen. Not ever. People who will hook you up with a great tip will do so even if you don’t give them free stuff. People who tip poorly will tip poorly in spite of free stuff. Think about all of the ways that people are now being told that it is expected that you tip before the discount when you use a coupon. Most coupons include this message. This is still only effective some of the time. How can you expect them to stop and consider tipping you for free stuff without explicitly saying so (which will get you fired and stiffed).

My advice is simple: stop trying to steal your way into a bigger tip and focus on developing a rapport with your tables. It is all about hospitality. When you take advantage of the opportunity to establish a connection with your guest and offer exceptional service, you will receive an exceptional tip. This is the only way that you can truly improve the percentage that a guest leaves for you. It will also earn you praise from your boss instead of the opportunity to look for a new boss to explain to in the interview why you thought stealing was a good way to make a better tip.

 

 

Ten Bad Server Habits To Break

bad server habits

I'm not talking about this type of habit.

I spend a fair amount of time on the sister site of this blog discussing guest behaviors that annoy servers.  I am sometimes a guest as well.  On the occasions when I take my tips and spend them at a restaurant, I expect quality service.  While I tend to not critique servers, there are definitely habits that I see in other servers that make me cringe.  If they annoy me, I can guarantee they annoy your guests.  In an effort to help you improve you tips, I am sharing some of the ways servers often harm their tip. 

Here are ten habits that you must overcome if you want to provide exceptional service.

Asking me to keep my fork:  This translates loosely in the guest’s mind to, “I am going to be too lazy to get you a new fork, so please leave yours on the table I was too lazy to sanitize until you need to put it back into your mouth.”

Taking my glass to get me a refill:  The only thing worse than a beverage being low is not having a beverage because you just took it away.

Reading a list of ingredients in the special:  I want to know how the special tastes, not just the components.  Describe the dish instead of giving me the recipe.

Setting down menus and walking away:  This shows a negative level of hospitality.  All that is required is a simple “enjoy your meal.”  If you can’t even muster that, you are in the wrong field.

Making me ask for a refill:  If my glass is low or empty, bring me a refill.  You don’t need to ask, just bring it.  Better to leave some in the glass at the end of the meal than need a drink, but have an empty glass.

Saying “I don’t know”:  I am not saying that you have to know, but the proper response is, “I can find out.”  One indicates that you don’t care the other shows you do care.

Lying about your food:  It is insulting.  You don’t know that I can tell the difference between oysters from the Atlantic and Pacific Oceans.  There is no such thing as a 35 day dry aged filet.  Tell the truth and let me make the decision.

Leaving trash on the table:  I will not keep the empty sugar packets or straw wrapper as a souvenir.  Please take them away before dropping the check.

Making me ask for plates with my appetizer:  If there are more than two guests at the table, bring appetizer plates.  If the two people at the table do not seem comfortable sharing bodily fluids, bring plates to them as well.

Asking if I want change:  Just state, “I will be back with your change.”  This gives me the chance to tell you that I don’t need any.  It isn’t your money yet and this is a bad time to give bad service.

If you do any of these 10 things, please stop immediately.  Your guests deserve better service and you deserve the tips that come as a result of providing it.  I am not trying to bash servers with this post, but I am asking you to raise your level of service.  It is tough to be a server and guests expect great service if they are going to part with their money.  Avoiding these ten mistakes puts you well on your way to creating highly satisfied guests and improving your income.

The New Tips For Improving Your Tips Index

I truly want Tips For Improving Your Tips to become the web’s premeir site for server knowledge and the skills that help server’s increase their income.  This site is filled with over 100 posts that help further that goal.  This also means that can be a bit daunting to read.  In order to make it easier to navigate, I have created this handy index to help you find the information you need quickly.  I will continue to update this index, but the best way to stay up to date on the information posted on this blog is to become a fan on facebook or follow the blog on Twitter ( @tips4tips ).

The Rules of Serving

The Rules: Rules 1-10

The Rules of Serving: Rules One and Two

The Rules of Serving: Rule Three

The Rules of Serving: Rule Four

The Rules of Serving: Rule Five

The Rules of Serving: Rule Six

The Rules of Serving: Rule Seven

The Rules of Serving: Rule Eight

The Rules of Serving: Rule Nine

The Rules of Serving: Rule Ten

Selling As A Server

The Most Important Phrase You Are Not Using

Using Words That Sell

Selling Away and Selling Up

I Make A Mean Cherry Limeade

Wine Descriptions That Sell

Three Ways to Describe Dishes

In Defense of Selling as a Server (Part One)

In Defense of Selling as a Server (Part Two)

In Defense of Selling as a Server (Part Three)

How To Sell More Desserts

How To Sell The Bottle

Selling, Upselling, and Integrity

The Lost Art Of Suggestive Selling

Bringing It All Together

How To Sell The “Add On”

Three Ways to Describe Dishes

Interacting with Guests

The Mistake and The Letter

Spotting The Complaint

How To Make Hostile Guests Love You (Part One)

How To Make Hostile Guests Love You (Part Two)

How To Make Hostile Guests Love You (Part Three)

Building and Maintaining Rapport

Creating Regulars

One Liners For Servers

Humorous Complaint Responses

Skills of a Server

Foil To-Go: The Swan

Foil To Go: The Shark

Five More Simple Tricks

Making Tips on To-Go Orders

Learning Restaurant Spanish (Nouns)

How To Serve A Bottle Of Wine

Coupons, Discounts, and How to Deal

Memorizing Orders

How To Memorize Orders

The Murphy Table

Life As A Server

Budgeting for Servers

Job Hunting: The Do’s and Don’ts

Love and Greed

Resumes For Servers

What I Use

Server Safety Tips

Job Hunting: Questions To Ask

Avoiding The Write-Up

Remembering Labor on Labor Day

The Disadvantages of Set Schedules

The Advantages of Set Schedules

Serving Sober

What Goes Around

Please Remain Calm

Have You Done Your Rollups?

Server Knowledge

Five Simple Tricks

Five More Simple Tricks

Learning Restaurant Spanish (Nouns)

The Crazy Waiter Does It Again

Another Five Simple Tricks

The Best of Tips For Improving Your Tips

Inspiration and Motivation

Making a Difference

What I Use

Reasons to be Optimistic

Kicking the Cat

The Meaning of Hospitality

About Serving

Is Running Hot Food Always The Priority?

Seeing Your Restaurant Again For The First Time

A Bit of Publicity and the Response

Fighting For The Server Wage

A Few More Thoughts On Emmer

Refuting Emmer’s Myths

10 Reasons Why Serving Is Not Like Your Job

Recommended Reading 11/1

Server Safety Tips

Recommended Reading 11/8

The Economics of Tipping

A World Without Tips

Critiquing The Server

We Cannot Be Trusted?

The Truth About Credit Card Theft In Restaurants

Creating A Server Community

Is The Career Server An Endangered Species?

Weekly Skills focus

Skills Focus: Making Recommendations

Skills Focus: Describing Dishes

Skills Focus: Words That Sell

Skills Focus: Spotting The Complaint

Skills Focus: Building And Maintaining Rapport

Skill Focus: Creating Regulars

Skill Focus: Don’t Be “The Server”

Skill Focus: Selling As A Server

About

About The Author

About The Hospitality Formula Network

About Hospitality Formula Consulting

About Tips²: Tips For Improving Your Tips

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.