Pizza Today - April 2017 - 32

says Wells. "And crunch numbers with
them, do the math with their personal
numbers. Convince them that they can
sell an extra $3 per table with examples
- desserts, cocktail, coffee, etc."
Being a tip bully is also a big no-no
for servers, says Paz.
" 'Did you want your change?'" Sometimes servers ask that to expedite service so they don't have to make another
trip back, but also do it as a guilt trip
on the customer," Paz says. He advises
servers to just bring back the change.
"Don't put them in an uncomfortable
position. People may not remember
what you do, but they will remember
how you made them feel."
Even behind the scenes habits,
like failing to complete their side
duties, can negatively impact a
guest's experience.

casual language.
" 'No problem' is not only very casual,
but it implies that some aspect of the
request could be viewed as a problem.
Servers should always say 'my pleasure,'"
Edell adds.
Some annoying habits like mispronouncing common culinary techniques
or offerings, not being able to share the
details of feature menu items, being
ignorant of cooking methods for menu
options, or not knowing the answer
to common questions about the menu
(including pricing and extra charges)
are annoying habits that management
can easily break with training, rehearsal
and practice Paz adds.
"The printed menu is the best training tool, because that's what the guest is
looking at and where the most questions come from," Paz says.
Edell warns against servers who take
orders without a notepad.
"Certain customers hate when servers
don't write down their order. It can
make a certain type of customer anxious, and if a mistake is made, the guest
is significantly more unforgiving," Edell
says. "Servers should be instructed to
3 2 / P I Z Z AT O D AY. C O M / A P R I L 2 0 1 7

always take out their notepad, even if
they don't write more than a couple of
words down on it."
Impatient service will win no
favors with guests.

"Nothing irritates a guest more than
when a server prematurely tries to clear
the table," Edell says. "It puts pressure
on anyone still eating and makes them
feel insecure about their eating speed."
Edell advises that management
should clearly outline in the service
manual when tables should be cleared.
"In most cases, it's when every guest's
forks and knives are on the plate. And
when there is any doubt, the server
should ask more general questions,
such as: 'Can I help with anything?'
This gives the guest the opportunity to
request that certain items be removed
from the table," Edell says.
Another annoying and costly mistake
for servers is being too worried about
tips, says restaurant consultant Christopher Wells, founder of Restaurant
Building Blocks.
"The best way to fix that is to train
them to sell more efficiently and more,"

"A restaurant works well if teamwork
is present," says Wells. "Some servers
are great at not following opening/closing procedures. And when they do, it's
the guest that suffers - often because
side duties involve refilling salt/pepper,
sugar, products in server stations."
In order to make sure all side duties
are completed, Wells advises that management put a system in place.
"Having a list is great, but the real
issue is who ensures that the tasks are
completed. Either a manager has to
check every server or a head server
checks before the server can leave, and
he is responsible for the entire duties
for the evening," Wells says. "If you
don't verify, certain things are not getting done."
Even faced with the most annoying
habits from their staff, management can
make a difference.
"Change is always hard," Edell says,
"but if management establishes clear
expectations and works with their team
to train them on the new processes, bad
habits can always be broken." n
DEANN OWENS is a freelance writer who
covers small business, finance and lifestyle
topics.

http://www.PIZZATODAY.COM

Pizza Today - April 2017

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