Pizza Today - April 2018 - 22

At Your Service

PAUL PAZ

The Art of Asking for Help
Do your servers know who to turn to?
THERE IS AN EFFECTIVE TECHNIQUE
WHEN IT COMES TO ASKING FOR
HELP. Do do not say, "Can anyone help

A

sking for help is a skill, not a
weakness!
Too often staff struggles
with asking for help. The symptoms are
easily recognizable - guests not being
greeted quickly, call-in carryout orders
taking too long to be answered, anxious
staff struggling to keep up with the
pace of the rush.
The biggest challenge is to find a
way to promote a culture of teamwork
with your crew. That culture starts
with focusing on the guests' needs.
Any behavior that gets in the way of
meeting (or preferably exceeding) guest
expectations must be remedied ASAP.

2 2 / P I Z Z AT O D AY. C O M / A P R I L 2 0 1 8

THE BIGGEST OBSTACLE is personal
pride. No one likes to appear to
be a failure. Personal pride causes
behavior that rejects any form of help
or assistance ... likely at the peril
of your guests' satisfaction. Here is a
common symptom: food sits in the
window dying because the server is so
territorial. They won't let any peers take
the food out while it is hot and fresh.
The team must shift the territorial
mindset to what's in the guests' best
interests. Great customer service is not
about the staff... it's about the guests.

me?" The reason is that everyone is
already multitasking in their minds.
The question requires your peers to
stop what they're doing (clearing their
organized thinking and actions) and
wait for you to explain what you need.
The most common response in this
scenario? No response at all. And time's
a wasting! Instead, ask for specific action
for the help you need, such as "Can
someone greet table three?" ... "Can
someone take an iced-tea refill to table
11?" or "Can someone take table 15 over
for me as I'm getting behind?"
 The help one needs may seem
daunting in the heat of a busy shift, but
usually only requires a few seconds. The
key is being specific about what you
need from your teammates. Peers can
quickly formulate, decide and act on
the six to 30 seconds needed to deliver
the needed help. (Remember the world
record for the 100-meter dash is just
9.58 seconds.) It takes six seconds
to refill a pitcher of water ... I know
because I timed it.
 
COACH YOUR TEAM on asking for
help. Do not mock or criticize staff
members who ask for assistance.
Instead, praise them. If you belittle staff
because they ask for help, then you're
creating a culture that sacrifices guest
satisfaction. Create a work environment
that promotes teamwork.
Encourage your crew to support each
other by initiating offers of help before
their peers ask. The best definition of
teamwork: Making your peers look
good.  n


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Pizza Today - April 2018

Table of Contents for the Digital Edition of Pizza Today - April 2018

Pizza Today - April 2018
Commentary
Contributors
Expo Spotlight
Interact
Conversation
Man on the Street
Tony’s Trending Recipe
At Your Service
Destinations
Knead to Know
The Overserved Customer
2018’s Hottest Toppings
Regional Toppings
Portion Control
Street Food Pizza
Promoting From Within
Writing a Best-Selling Menu
Pizza Today on the Road: A Tavola Cincinnati, Oh
Product Showcase
Pizza Today Yellow Pages
The Marketplace
Reader’s Resource
Pizza Today - April 2018 - CT1
Pizza Today - April 2018 - CT2
Pizza Today - April 2018 - Pizza Today - April 2018
Pizza Today - April 2018 - Cover2
Pizza Today - April 2018 - Commentary
Pizza Today - April 2018 - 4
Pizza Today - April 2018 - 5
Pizza Today - April 2018 - 6
Pizza Today - April 2018 - 7
Pizza Today - April 2018 - 8
Pizza Today - April 2018 - 9
Pizza Today - April 2018 - Contributors
Pizza Today - April 2018 - 11
Pizza Today - April 2018 - Expo Spotlight
Pizza Today - April 2018 - 13
Pizza Today - April 2018 - Interact
Pizza Today - April 2018 - 15
Pizza Today - April 2018 - Conversation
Pizza Today - April 2018 - 17
Pizza Today - April 2018 - Man on the Street
Pizza Today - April 2018 - 19
Pizza Today - April 2018 - Tony’s Trending Recipe
Pizza Today - April 2018 - 21
Pizza Today - April 2018 - At Your Service
Pizza Today - April 2018 - 23
Pizza Today - April 2018 - Destinations
Pizza Today - April 2018 - 25
Pizza Today - April 2018 - Knead to Know
Pizza Today - April 2018 - 27
Pizza Today - April 2018 - 28
Pizza Today - April 2018 - 29
Pizza Today - April 2018 - 30
Pizza Today - April 2018 - 31
Pizza Today - April 2018 - The Overserved Customer
Pizza Today - April 2018 - 33
Pizza Today - April 2018 - 34
Pizza Today - April 2018 - 35
Pizza Today - April 2018 - 2018’s Hottest Toppings
Pizza Today - April 2018 - 37
Pizza Today - April 2018 - 38
Pizza Today - April 2018 - 39
Pizza Today - April 2018 - Regional Toppings
Pizza Today - April 2018 - 41
Pizza Today - April 2018 - Portion Control
Pizza Today - April 2018 - 43
Pizza Today - April 2018 - 44
Pizza Today - April 2018 - 45
Pizza Today - April 2018 - Street Food Pizza
Pizza Today - April 2018 - 47
Pizza Today - April 2018 - Promoting From Within
Pizza Today - April 2018 - 49
Pizza Today - April 2018 - 50
Pizza Today - April 2018 - 51
Pizza Today - April 2018 - Writing a Best-Selling Menu
Pizza Today - April 2018 - 53
Pizza Today - April 2018 - 54
Pizza Today - April 2018 - 55
Pizza Today - April 2018 - Pizza Today on the Road: A Tavola Cincinnati, Oh
Pizza Today - April 2018 - 57
Pizza Today - April 2018 - 58
Pizza Today - April 2018 - 59
Pizza Today - April 2018 - 60
Pizza Today - April 2018 - 61
Pizza Today - April 2018 - Product Showcase
Pizza Today - April 2018 - 63
Pizza Today - April 2018 - 64
Pizza Today - April 2018 - Pizza Today Yellow Pages
Pizza Today - April 2018 - 66
Pizza Today - April 2018 - 67
Pizza Today - April 2018 - 68
Pizza Today - April 2018 - 69
Pizza Today - April 2018 - 70
Pizza Today - April 2018 - 71
Pizza Today - April 2018 - The Marketplace
Pizza Today - April 2018 - 73
Pizza Today - April 2018 - 74
Pizza Today - April 2018 - 75
Pizza Today - April 2018 - 76
Pizza Today - April 2018 - 77
Pizza Today - April 2018 - 78
Pizza Today - April 2018 - 79
Pizza Today - April 2018 - 80
Pizza Today - April 2018 - Reader’s Resource
Pizza Today - April 2018 - 82
Pizza Today - April 2018 - Cover3
Pizza Today - April 2018 - Cover4
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