Pizza Today - October 2017 - 22

At Your Service

PAUL PAZ

Deal Breaker
Servers and delivery personnel find their 'game face'

I

n a past article I wrote for Pizza
Today, I referred to service as the
"deal breaker" in today's restaurant
economy. It's actually an observation I
learned from my mentor in this business,
Bob Farrell of Farrell's Ice Cream Parlors.
What that means is that if your service
isn't on par, customers will not want to
frequent your pizzeria. It seems simple

2 2 / P I Z Z AT O D AY. C O M / O C T O B E R 2 0 1 7

enough, yet so many get it wrong.
If your goal is to aid your staff members
in achieving a more polished and professional level of service that wows your customers and creates a culture that encourages repeat visits, then this column is for
you. Each month I'll share insights and
tips designed to help you help your servers
when it comes to helping customers.

Servers and delivery personnel are the front lines of
communication with customers. Their interaction with your
guests wields great influence.
It takes coaching to build a
winning team. If you properly
coach your staff on your service
standards, they will respond.
By employing soft skills and
positive service-sales execution,
you'll get the results you want.
What does all this mean?
I'll help you decipher it during the coming months in "At
Your Service." We'll cover critical moments of service, serverguest interaction, professionalism, sales skills, on-the-job
training, effective listening and
much, much more.
For now I'll leave you with
one simple tip: show off your
smile!
The smile is the international sign of friendliness. It is also
an invitation to service. Studies
have shown that the one facial
expression that can be recognized at the farthest difference
is the smile. This makes it
exceptionally critical as a "soft
skill." Going further, engaged
eye contact in conjunction
with a smile sets the tone for a
positive start in the businesscustomer transaction.
In other words, engaged eye
contact and a smile comprise
the ideal employee "game face."
So make sure you and your
staff put your game faces on
when it's "game time!" n

JOSH KEOWN


http://www.PIZZATODAY.COM

Table of Contents for the Digital Edition of Pizza Today - October 2017

Pizza Today - October 2017
Commentary
Contents
Contributors
Expo Spotlight
Interact
Conversation
Man on the Street
Respecting the Craft
At Your Service
Destinations
Knead to Know
A Front-of-House Manager
Bbq Types to Menu
For the Love of Linguine
Lobster
National Pizza Month
Fundraisers
Road to Pizza & Pasta
Hot 100 Independents
Rebranded
The Pies of Providence
Preferred Suppliers
Pizza & Pasta Ne Exhibitor List
Pizza Today Yellow Pages
The Marketplace
Reader’s Resource
Mike’s Monthy Tip
Pizza Today - October 2017 - CT1
Pizza Today - October 2017 - CT2
Pizza Today - October 2017 - Pizza Today - October 2017
Pizza Today - October 2017 - Cover2
Pizza Today - October 2017 - Commentary
Pizza Today - October 2017 - 4
Pizza Today - October 2017 - 5
Pizza Today - October 2017 - Contents
Pizza Today - October 2017 - 7
Pizza Today - October 2017 - 8
Pizza Today - October 2017 - 9
Pizza Today - October 2017 - Contributors
Pizza Today - October 2017 - 11
Pizza Today - October 2017 - Expo Spotlight
Pizza Today - October 2017 - 13
Pizza Today - October 2017 - Interact
Pizza Today - October 2017 - 15
Pizza Today - October 2017 - Conversation
Pizza Today - October 2017 - 17
Pizza Today - October 2017 - Man on the Street
Pizza Today - October 2017 - 19
Pizza Today - October 2017 - Respecting the Craft
Pizza Today - October 2017 - 21
Pizza Today - October 2017 - At Your Service
Pizza Today - October 2017 - 23
Pizza Today - October 2017 - Destinations
Pizza Today - October 2017 - 25
Pizza Today - October 2017 - Knead to Know
Pizza Today - October 2017 - 27
Pizza Today - October 2017 - 28
Pizza Today - October 2017 - 29
Pizza Today - October 2017 - A Front-of-House Manager
Pizza Today - October 2017 - 31
Pizza Today - October 2017 - 32
Pizza Today - October 2017 - 33
Pizza Today - October 2017 - Bbq Types to Menu
Pizza Today - October 2017 - 35
Pizza Today - October 2017 - 36
Pizza Today - October 2017 - 37
Pizza Today - October 2017 - For the Love of Linguine
Pizza Today - October 2017 - 39
Pizza Today - October 2017 - 40
Pizza Today - October 2017 - 41
Pizza Today - October 2017 - Lobster
Pizza Today - October 2017 - 43
Pizza Today - October 2017 - 44
Pizza Today - October 2017 - 45
Pizza Today - October 2017 - National Pizza Month
Pizza Today - October 2017 - 47
Pizza Today - October 2017 - 48
Pizza Today - October 2017 - 49
Pizza Today - October 2017 - Fundraisers
Pizza Today - October 2017 - 51
Pizza Today - October 2017 - 52
Pizza Today - October 2017 - 53
Pizza Today - October 2017 - Road to Pizza & Pasta
Pizza Today - October 2017 - 55
Pizza Today - October 2017 - Hot 100 Independents
Pizza Today - October 2017 - 57
Pizza Today - October 2017 - 58
Pizza Today - October 2017 - 59
Pizza Today - October 2017 - Rebranded
Pizza Today - October 2017 - 61
Pizza Today - October 2017 - 62
Pizza Today - October 2017 - 63
Pizza Today - October 2017 - The Pies of Providence
Pizza Today - October 2017 - 65
Pizza Today - October 2017 - 66
Pizza Today - October 2017 - 67
Pizza Today - October 2017 - 68
Pizza Today - October 2017 - 69
Pizza Today - October 2017 - 70
Pizza Today - October 2017 - 71
Pizza Today - October 2017 - 72
Pizza Today - October 2017 - 73
Pizza Today - October 2017 - 74
Pizza Today - October 2017 - 75
Pizza Today - October 2017 - 76
Pizza Today - October 2017 - 77
Pizza Today - October 2017 - Preferred Suppliers
Pizza Today - October 2017 - 79
Pizza Today - October 2017 - Pizza & Pasta Ne Exhibitor List
Pizza Today - October 2017 - 81
Pizza Today - October 2017 - 82
Pizza Today - October 2017 - 83
Pizza Today - October 2017 - Pizza Today Yellow Pages
Pizza Today - October 2017 - 85
Pizza Today - October 2017 - 86
Pizza Today - October 2017 - 87
Pizza Today - October 2017 - 88
Pizza Today - October 2017 - 89
Pizza Today - October 2017 - 90
Pizza Today - October 2017 - 91
Pizza Today - October 2017 - 92
Pizza Today - October 2017 - The Marketplace
Pizza Today - October 2017 - 94
Pizza Today - October 2017 - 95
Pizza Today - October 2017 - 96
Pizza Today - October 2017 - 97
Pizza Today - October 2017 - 98
Pizza Today - October 2017 - 99
Pizza Today - October 2017 - 100
Pizza Today - October 2017 - 101
Pizza Today - October 2017 - 102
Pizza Today - October 2017 - 103
Pizza Today - October 2017 - 104
Pizza Today - October 2017 - Reader’s Resource
Pizza Today - October 2017 - Mike’s Monthy Tip
Pizza Today - October 2017 - Cover3
Pizza Today - October 2017 - Cover4
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