There’s a world full of tricky customers and we know the best way to kill them...
Here are some SUPER SERVICE pointers to make sure you get extra, well earned money after a hard shift in London’s restaurants!
1) Introduce yourself
You’re a real person serving other real people. Ask them how their day has been so far and for God’s sake, smile!
2) Give a damn
‘Have you been here before? Is this a special occasion? How come you chose to eat here today?’ - These are all really good hook lines that lead to a genuine conversation.
3) Efficiency is key
Taking ages to take their first drinks order. "Aint' nobody got time for that!" Get this done within the first five minutes after the customer has been seated.
4) WRITE THE ORDER CLEARLY
Take your time and repeat the order back to the customer. It’s not only you who has to read this - so does the chef - do them a favor and make it clear!
5) Prep your table
Anticipate anything the customer is going to need or is missing. Condiments? Steak knives? To really get brownie points, ask the table if they would like a new round of drinks with their meal.
6) Serve correctly
Remembering people’s orders will indicate you were genuinely engaged with the customer at the start of the service. It's also important to know who to serve first. This may depend on the establishment. At Wagamamas it’s first come first serve - which we love - BUT if you’re at the likes of The Wolseley or Rules, serve the eldest lady first to the youngest man last. Always from the left.
7) Choose your moments
It’s important to ask how the food is and if they have everything they need but choose a good moment - not when the customer is gulping down a two foot burrito.
8) Clearing questions
‘How was it?’ is fine BUT even better than that, emphasise how glad you are they enjoyed it. Be really positive and excited that customers have enjoyed your food. If they haven’t asked why and deal with the criticism with ‘thank you for letting me know’. Stay positive!
9) DESSERT TIME
This is a brilliant time to showcase your knowledge of the menu. Dessert is fun and naughty so you can have a light joke with the customer and recommend something yumtastic.
10) LAST CHANCE TO GET THE TIPS
You might want to mention a great bar where they can go after to encourage more fun for your customer. Definitely tell them you look forward to seeing them again soon!
Written by Roberta Morris published 29th March 2017