friend of ours mixes metaphors. You know, things like "don't cry
over a dead horse" or "it's half of one, six dozen of the
other." Our all-time favorite expression came after a
particularly busy shift she worked at the restaurant. "I was
running around like a chicken with my legs cut off!"
Sound familiar? It usually occurs when
your service staff isn't crystal clear on what their priorities
are during a shift. When do they greet their guests? Which
selling scripts should they use? How and who should handle
Formalizing the answers to these questions
will help your servers to feel more confident of their job, and
take much of the guesswork out of customer service. Develop your
own 10 Commandments of Service. It's a list of the service
staff's most important duties and responsibilities.
Print your 10 Commandments on small cards
with your restaurant's logo and have them laminated. At a
pre-shift briefing ask the servers to carry them in their
folios. Over the next few days, go over each of the
Commandments. Make sure that they are clearly understood, and
role-play where appropriate. Encourage servers to review the
You'll notice that your customers are
happier because they're receiving better service, your servers
are happier because they're earning higher tips, and you're
happier because your restaurant is running smoother.
Top Ten Service Commandments:
1) Sincerely greet guests
within 2 minutes of seating.
2) Determine if the guest is visiting for the first
3) Deliver good food...fast...and right.
4) Follow the "Today I'm featuring" table sales
5) Always suggest a beverage complement.
6) Hot food hot, and cold food cold.
7) Check back within 2 bites, 2 sips, or 2 minutes.
8) If you receive a complaint, you own it.
9) Personally hand write a "Thank you" on the guest
10) Always invite guests to return.