Sebagai wakil,saat tamu senang, biarkan mereka tahu bahwa anda menghargai usaha
mereka dan melihat kedepan untuk mereka dapat kembali. Saat mereka tidak senang,
temukan bagaimana dan apa yang anda lakukan untuk membuat lebih baik.
Part of the playing the role of a good server is letting the customers feel like you're in charge. A lot of
this can be done simply with how you phrase yourself. For example, phrases that make you sound in
charge begin with:
Bagian aturan bermain seorang pelayan yang baik adalah biarkan tamu merasakan pelayanan anda.
Kebanyakan ini bisa selesai dengan bagaimana anda menyatakan diri anda. Sebagai contoh, ucapkan
yang membuat anda seperti
I can ..
I will ..
I have ..
On the other hand, you won't impress your customers as much with phrases like these:
Di sisi lain, Anda tidak akan mengesankan pelanggan Anda sebanyak dengan ungkapan-ungkapan
seperti ini
Hang on ..Tunggu
Using positive, take-charge phrases will help you gain your customer's respect, which in turn improves
your image in their eyes. If a customer thinks of you as just someone that takes their order or a
runner/busser, it's going to be harder to break out of the standard 15% tip mold.
Menggunakan positif, mengambil-charge frase akan membantu Anda mendapatkan rasa hormat
pelanggan Anda, yang pada gilirannya meningkatkan citra Anda di mata mereka. Jika pelanggan
menganggap Anda sebagai hanya seseorang yang mengambil pesanan mereka atau seorang pelari /
busser, itu akan lebih sulit untuk keluar dari standar 15% tip cetakan.
compliment, which makes the customer feel like they did the right thing. If the customer enjoys the
meal, you can simply reiterate that it was a good choice after all to leave a positive impression.
Namun, jangan tersinggung jika Anda merekomendasikan sesuatu yang pelanggan tidak menikmati.
Jumlah pelanggan yang menikmati rekomendasi Anda mungkin akan melebihi beberapa pelanggan
yang tidak. Dan hei, mereka meminta pendapat Anda setelah semua pelanggan juga ingin mendengar
bahwa mereka membuat pilihan yang baik setelah menempatkan pesanan mereka. Afirmasi Anda
(misalnya, "Pilihan terbaik, sapi indah!") Seperti pujian, yang membuat pelanggan merasa seperti
mereka melakukan hal yang benar. Jika pelanggan menikmati makanan, Anda hanya bisa mengulangi
bahwa itu adalah pilihan yang baik setelah semua meninggalkan kesan positif.
face, not just your mouth. So practice that smile and use it often! (PS: It's no coincidence many a
Hollywood star worked in the food service industry.)
However, one thing that I don't like (and I admit this may be personal), is when a server asks if I
specifically would like a wine (or cocktail)... before seeing the actual drink menu. I realize some
customers are regulars and will sit down and order from memory, while others might always order a
merlot before dinner, but I don't like the act of being forced to say "No, but I would like a... " or "Let
me see the wine menu first". It just feels a bit pushy.
While you want to both meet the needs of your customer and also sell a drink, you also need to leave
room for the customer to look over the menu. "Here are your wine and cocktail menus, but would you
like to start with any drinks now?" sends the message that they can take their time with the menu,
and also addresses the frequent customers who always order the same drink.
After the drinks, outline the daily specials and then inform the table that you'll be back with drinks and
to take orders. Customers appreciate hearing the specials early, because it gets our appetites rolling
and also helps them decide what to order. If you mention the specials after you come back, then the
customers are forced to decide on the spot if they prefer the special, often delaying the ordering
process.
The last note about good timing is when to deliver the bill. This is usually self-evident as the people
will be finished with eating and you'll have already asked them if they want dessert. Don't miss your
upsell by delivering a bill before you have asked if they want dessert; and obviously never while your
patrons are still eating because it's seen as wanting them to leave.
Catatan terakhir tentang waktu yang baik saat memberikan bill. Ini biasanya Nampak sekali sebagai
orang yang akan selesai makan dan anda akan tanyakan apakah mereka ingin makanan penutup.
Jangan pernah lupa untuk meningkatkan penjualan jangan pernah memberikan bill sebelum anda
menanyakan apakah mereka ingin dessert; dan ternyata tamu anda sedang menikmati makan itu
kelihatan seperti menginginkan mereka pergi.
With thinner margins, many restaurants these days tend to drop the tab a bit earlier, but it's hopefully
left with a smile and a note that it's there just for our convenience along with a "Please take your
time" or "No rush at all". After a good service, the last thing you want to do is mess up at the end.
Lastly, never forget to thank your customers! As rule #1 stated, you are the restaurant, so every
paying customer is your livelihood at the end of the day. A customer that feels appreciated will come
back and also tip more if they feel that the restaurant values their business.
In fact, one study in a mid-west diner showed that servers who were purposefully enthusiastic
received less than average tips compared to servers that simply did their job. This doesn't mean that
you should act like a robot, but it does goes to show that some customers are interested in interacting
with you, while others just want you to be a transparent part of their meal.
8. Smile!
We've mentioned it many times already, but we have to list it again as our last point. It's a fact:
happiness is contagious. If you smile at someone, chances are they'll smile back. Science also shows
that even if you're not happy, acting happy will actually make you feel better. We're not saying you
should carry a smile the whole night (it may even be creepy), but a few strategic smiles will go a long
way.