Four-Step Plan to Stay Out of the Weeds

Four-Step Plan to Stay Out of the Weeds

It starts slowly. Unassuming. Quietly. Then, “The Rush” comes. And suddenly, no one is safe. Not your calmest manager or your newest waitress. It slices deep into waitstaff morale and cuts deeper into restaurant profits. It increases blood pressure, tempers, stress...
What is Your Invisible Product?

What is Your Invisible Product?

Have you ever stopped to think about what “service” really means? Put simply, restaurant service is the manner in which the guest is treated. It’s a thing more often felt than seen. It’s a bit of a magic act, an illusion, a perceived value that accompanies the...
Four Phrases to Never Use with Guests

Four Phrases to Never Use with Guests

For service staff in the restaurant industry, there are four phrases to never use with guests. Pass these on to your servers: “I don’t know.” If you don’t know, find out. Instead, say, “Gee, that’s a good question. Let me check for...
Dealing with Angry Customers

Dealing with Angry Customers

Maybe the soup was too hot, maybe the steak was tough, maybe the drink was wrong and the dessert never came. Maybe it was all of the above (eek!). Or, maybe the customer is just being difficult. It happens. Whatever the problem, your customer is unhappy and you have...
The Most Expensive Item in Your Restaurant

The Most Expensive Item in Your Restaurant

What’s the most expensive item in your restaurant? An empty chair! There are two ways to fill those chairs — bring in new customers or bring back existing customers. If you spend all your time focusing on new customers, it won’t be long before you...