Tuesday, April 30, 2013

Repeat exactly?

In a recent Interview on the Harvard Business Review Podcast Daniel Pink (http://www.danpink.com/) stated that repeating a customer's order exactly back resulted in %70 higher tips. I'm not sure where the numbers came from or what this is based on but it can't hurt. Repeating back exactly does show that you are focused on the customer and are taking the time to get the order exactly right. I can see where this could help.

However, 70% to me means that where you would normally get a $10 tip you get $17 instead? It still seems a little high to me.

If you are tracking tips, try this and please tell me what happens. I'd expect a much smaller increase but I love it when I'm surprised.

Wednesday, April 24, 2013

Pay Attention to the Details

Once you get the basics down now you can start refining. Start taking care of the little things. Make sure your shirts are pressed and you are clean. Make sure your tables look good and you pay attention to your patrons. Keep track of every penny of income. Take care of the little things and position yourself for the big things. I'm not saying the big things will take care of themselves. You still have to be mindful of the big things; but focus on the details. Just like when you drive your car, pay attention to the road and traffic but still aim the car towards your destination.

If you do a consistently great job, often you will find yourself in better, bigger sections as you prove you can handle it. This means more tables and more money.

Also you want your professionalism to stand out. This will help separate you from the pack and make you both more valuable to the restaurant and more appealing to your clients. One more thing; There will always be people who are lazy and willing to do as little as possible and claim as much credit as possible. Until you know better help out everyone you can and go out of your way to make them feel appreciated and on your team. Most of them will return the favor and make your work environment both more pleasant and more profitable. Another thing, when you make people feel good about themselves and work hard, you can develop an almost gravitational pull for good people.

Leaders stand out and it will help your chance for advancement as well as giving people a reason to want to work with you.

Monday, April 8, 2013

Waiting Tables as Your Start to Greatness

Most people don't think of waiting tables as a permanent gig. Usually it's more of a "I'll wait tables until I get through school" or "I can cocktail until I get a real job" (BTW the real job thing...I'm not sure it exists.) Some people fall in love with waiting and the flexibility it can bring, or the night life that starts right after work, or just meeting lots of people and helping them out.

Most of us burn out.

One of the best ways to keep from burning out is to focus on getting better. Once you stop improving you start a downhill spiral that will leave you disenchanted and unhappy. Don't forget to get better at the things that will help later as well.

It's in our best interest to keep in mind while waiting tables the skill sets and the connections that can be made. There are tons skills that you can learn as a server that you will have a hard time learning anywhere else. Where else would you be expected to deal with maybe 100 people a night, figure out what they want and help them have a good time? The school of serving gives you people skills that other schools cannot even start to teach. You learn to look at a couple and tell if they have been fighting or dancing or both.

You learn how to start the delicate dance of service just the right way. If you don't all of your nights are hard and you don't make much money. You get a chance to relearn these lessons many times every night. If you don't do it right you are given immediate feedback and when you do it well you are rewarded.

After you learn the beginnings of the dance you move on to the nuances. The "That burrito is soo much better with the green sauce." The "Why don't you try the Madras with the Grey Goose." The "The brownie is OK but the Oreo cheesecake is really good today." You have the check ready when they want it, the drinks stay full and you achieve a state of flow.

Years later these skills will pay off as you read your management, board members, and clients. You will be able to better sell pharmaceuticals, cars, apartment buildings, or companies.

Friday, April 5, 2013

How can I keep from blowing all of my tips?

So you've improved your game and you are making more money. How come at the end of the month you are still having to pick up shifts to make rent? I don't know about you but after waiting on people all day it was very easy for me to go and have someone wait on me. I had cash in my pocket and wasn't afraid to use it.

The problem is during the night I usually had no idea of what I spent, only what I had left.

The key here is to set aside something for monthly bills before you go out. There are a couple of ways to do this.

If you have any self-control at all just figure out about how much your housing expenses will be and divide it up by the days you are working and put that much plus 10 percent of your tips in an envelope and set it aside. The next morning you can consolidate it somewhere or bank it.

If your self control is lacking, get a checking account and a ton of deposit slips and instead of putting it in an envelope where you can grab it when you want another beer or two, drop it in the night deposit box.

At the end of the month you should be able to cover rent without totally freaking out and...You should have some extra in the account. If you want you can splurge with the extra (more likely you can use it to get your car fixed or for other emergencies) or better yet, drop it into a savings account for when an emergency hits. At a certain level you will have a ton of cash and can use it to improve your life.

Wednesday, April 3, 2013

Job choice and Cash

Sometimes to make more money you need to work at a more expensive restaurant. It's a tough truth but if your check average is $12 you have to serve a lot more tables to make a c-note ($100 bill) than if your check average is $100. However, Would you rather have 5 tables a night with a $200 average or 10 with a $100? Something to think about. A very high end place may not turn tables very quickly at all and one bad customer could really affect your tips. When you are looking for a wait job you should always be conscious of how much traffic as well as the price per check.

I realize if you are just getting you foot in the door you will often take whatever you get. Especially if you have no experience, the first job can be the most important. At that point you goal is to maximize your profit at that job, and build the skills that will make you valuable at either a higher end wait job, a bartending gig, or maybe you move to another job in sales. The skills you pick up in dealing with people and helping them make choices will translate to almost any sales job. Because, at its heart, a wait job is a sales job.

On a side note, how many of you know how many tables you see a night? How about customers? Does your station size affect you or can you sometimes turn more in a smaller section?

Tuesday, April 2, 2013

An exercise in sales awareness

I can't help but to do this. Since I started waiting tables, I consciously evaluate the wait staff at any restaurant that I'm at. Sometimes it's, "Wow! That was a really smooth way sell those drinks." or "Why isn't she trying to sell the specials?" Sometimes it's "The manager should be helping her out." or "He is really in the weeds." I've been both amazed and disappointed. The people who take pride in their work are really apparent and you call tell that they are rewarded for it. They have the happiest tables that still turn quickly and often are in the best sections.

I invite you, next time you are out, take notice of the staff. What are they doing well? What should they do better? What can you steal from them to improve your game?