Are Your Waitstaff Sales People Or Order Takers...???

ARE YOUR WAITSTAFF SALES PEOPLEOR ORDER TAKERS



Do you know the difference between an order taker & a sales person?


Generally about 25% in added sales….


Ten Tips for Increasing Sales & Customer Satisfaction

1) The Greeting & Spill Drinks – "Hi, my name is Rick and I'll be your server tonight." Is not what I want to here as your guest — Talk to me — engage me — Ask me how I'm doing — Ask if I've been here before — Thank me for coming - anything to engage me & make me glad that I chose your restaurant!

2) The Beverage Order & Tips – DON'T ask — what would you like to drink — Offer me a beverage — Would you like a cocktail or a glass of wine while you check out the menu — If I ask for water — don't say sure — DO Ask "will that be flat or sparkling"! (This is one of my personal favourites — more opportunities missed here than anywhere else...)

3) The Appetizer – After bringing my beverage — DON'T ask if we are ready to order — offer me a specific appetizer or starter — if I hesitate, offer something that we can share…

4) What's Good Here? – never say EVERYTHING — give me a couple of real suggestions — what is your favourite? What is the Chef featuring tonight? What did your last table rave about?

5) "How's Everything?" – DON'T ever ask this when checking back on food - Be specific — Is your steak cooked to your liking? Does anyone need more sauce? Have you tasted the chicken yet? Don't forget to mention to save room for dessert — "the chocolate cake here is to die for…"

6) Drink Refills – This is the easiest sale of all — and quite often overlooked — Be alert — don't miss the opportunity to refill our drinks — Don't make me chase you for it.

7) After Dessert & – thank me for coming — invite me back — and DON'T ask me if I need change — if you have done your job well — you will get a tip — a good one if you have earned it!

8) In General – Know your restaurant — It goes without saying that all wait staff should have an intimate knowledge of the food & beverage menu — In addition Always ensure that everyone knows - what time do you open & close, how long have you been established, how do I make a reservation, do you offer group menus or packages, when was it remodelled last — All the little things that create a positive impact on curious customers.

9) Pre Shift Meetings – Never, Never begin any shift without a pre-shift floor staff meeting — everyone needs to know what is happening — what are the specials, what do they look like — what are they served with — what beverage or wine should be suggested with them — Coaching is critical — Always & Continuously!

10) Training, Training, Training – It never "just happens" It must be a conscious effort on the part of management & ownership — It must be intentional — focused - & repetitive, as necessary -

When guest \ server interaction improves - everyone wins — customers feel appreciated, they return more often, sales increase, tips increase, staff turnover decreases…

We have all heard the old adage about the cost of training;

What happens if I spend all that money training someone and then they leave?

What happens if you don't train them and they stay?

You decide...