Upselling is an elemental part of good service and it benefits everyone: your guests will get better quality food and drink, you’ll get a higher tip average, and your restaurant will do better in sales! With this said, upselling is absolutely an art form. It’s a skill that requires practice, knowledge and a keen ability to read your guests. Needless to say, perfecting this will do wonders for you as a server! So, part three of our serving hacks series is all about mastering the art of upselling.
Know your menu
In order to successfully upsell menu items, you have to know them inside and out, and know a clever, enticing way of describing them. The basic idea here is to recite qualities and characteristics of a cheaper dish and compare them to a more expensive item with richer, more eloquent descriptions.
Do not necessarily assign value-judgement in your description. Simply use brighter, more sophisticated language to highlight and accentuate that the more-expensive dish is clearly better.
Simply use brighter, more sophisticated language to highlight and accentuate that the more-expensive dish is clearly better.
The more exacting you are in your description, the more likely the guest is to trust your knowledge. This takes some practice because if you fumble around and seem unsure of what you’re saying, your attempt at upselling could backfire. You absolutely do not want your guests to know your trying to get them to spend more, even if it is for a better quality product.
Pro-tip: A good trick is to be passionate and animated in your description. Your enthusiasm will be contagious and will bring your guests’ excitement to a whole new level.
Practice the pitch
A successful server not only knows their menu but knows what they want to sell to their tables. Personally, I like to sell the same things to each of my tables. The reasons for this are:
I know for a fact that I can describe their characteristics, taste profiles, components, and wine/drink pairings.
This form of repetition and practice creates consistency and comfort, which makes me look like the master of the menu.
If it ain’t broke don’t fix it. I feel that if a product is consistent and well-liked, there is no reason to move out of my comfort zone and sell items I’m not as well-versed in.
Practicing what you’re talking about makes you not only feel more confident, but also makes you look more competent, and this is a must when you’re upselling.
Read your guests
No two tables are alike. As much as you think the dapper couple at your table is able to spend money or the teenagers at the other table will be cheap, you never really know. So, while I like to upsell the same menu items, my MO varies depending on the guests.
Initially, it’s best to approach all tables the same way; composed, professional, and unassuming. Once you engage with the table, you can then determine how to proceed throughout the rest of the meal.
While I like to upsell the same menu items, my MO varies depending on the guests.
If you get the sense that the table is playful, then make some jokes when talking up your suggestions. On the other hand, if you’re getting a more formal vibe, go with a fancier explanation.
It can be hard to get a good feel for your customers, so always err on the side of caution as to avoid mistakes. However, if you accurately read your guests and determine the sales method they’ll respond to best, you’ll undoubtedly reap the rewards.
Tricks of the Trade
When running over a menu, I like to start off by talking up a cheap menu item followed by more expensive ones. Doing this proves that you’re not just trying to sell them the most expensive picks (even though you really are).
Similarly, I like to detail the items that I’m not so fond of, including one expensive item. Again, trust is the goal here. Tables appreciate honesty and will respond well to your candor.
Always go in with the assumption that everything is great when asking a table about their food or drinks. Instead of asking, “How is it,” go with, “Is there anything else I can get for you?” By asking if everything is ok, you’re begging a negative response or critique.
A couple more buzzwords and lines I use are, “Honestly, it’s one of the best things I’ve ever eaten.” If you can be convincing here, it’ll pique their interest. Another convincing, and hilarious, line:
“If I was on death row, and my momma wasn’t there to cook for me, this is what I’d eat.”
Sometimes a casual, “This item is ridiculous,” gets their attention because it’s distinctness makes the line sound genuine, which hopefully it is!
When trying to sell dessert, you want to guide tables toward indulgence. When offering the dessert menu, if the table bites, I respond, “it’s a slippery slope, you know,” which typically elicits a good laugh.
Upselling is the mark of a comfortable, successful server. Being subtle but determined in your approach is key. Make sure you know your menu well enough to upsell and that you are able to correct mistakes and save yourself if you misstep. Matching your personality to your upselling tactic is the goal. If you can accomplish this, you can do amazing things for your guests, your restaurant and yourself. Hope this helps!
Forget multi-tasking. These days, it’s all about ‘set shifting’ and the best line cooks have clearly mastered this technique. Just look at these traits!
With changing shifts, late nights and constant stress, staying healthy while working in restaurants isn’t always easy, but these simple steps can help.
Not to be confused with Discovery Channel’s shark week, this weeklong celebration is all about the art of Charcuterie. Masters of the craft from Colt & Gray, The Nickel, The Plimoth, and Vesta Dipping Grill will be serving special charcuterie offerings made in-house, sourced from local farms and suppliers. And all you need to do to get in on the action is mention Charc Week when making a reservation (or four). Also part of the event is the official Charc Week tasting party, which will be held on Thursday evening at the Taxi Event Space where each chef will showcase their wares, alongside craft beer and spirits. Tickets are $45 and can be purchased here.
This soon-to-open whiskey and bar/clothing boutique located in Denver will be holding open call interviews for the following positions: baristas, barbers, bartenders, managers, retail specialists, stylists and all hospitality positions. Be sure to bring resumes, referrals and full body picture to the interview. For more information, email [email protected].
The event features a Nationally Sanctioned BBQ Event by the Kansas City BBQ Society, live entertainment, beer gardens, great food, boat rides and much more! Fri. 5-11pm & Sat. 10am-11pm. Admission is $5 for adults and $2 for kids (ages 3-12).
You can never have too much wine! Not to mention live music and food. All of which will be available at the Colorado Wine Festival. Twenty-five Colorado wineries will be pouring tastings of their wines and selling bottles. Vendors and food booths will also be stationed throughout the event. Tickets are $30, available online here until June 4th, and at the festival gates until 4pm, which include admission to wine tasting and a Colorado Wine Festival wine glass.
Denver’s First-ever Drink Pink Vino International Rosé Wine Festival held at the Omni Interlocken Hotel. Celebrity hosts will include Top Chef Season 5 Winner Hosea Rosenberg of Blackbelly Market, Madeleine de Jean (aka Madame Champagne) and Barrie Lynn, The Cheese Impresario. General admission tickets are $65, or you can go VIP for $95 and go an hour earlier plus enjoy a Raw Bar and Rosé Champagne Reception.
Music, brews, and chili in Snowmass Village? Yes, please. Get down with a grand beer tasting featuring 25+ microbreweries, International Chili Society tastings, and live concerts from 15 musicians not to mention on-site camping if that’s your thing. If not, there are also lodging deals available! Tickets (including 1-day passes) range from $55-275 and can be purchased here.
Join the celebration of the ever-booming Boulder creative scene! Drinks, entertainment including music by Captain Planet and DJ Ivy, and hashtags (#boulderblockparty) will be provided. Tickets are $10 and all proceeds will benefit the Emergency Family Assistance Association (EFAA) of Boulder to help families who have nowhere else to turn meet their basic needs. RSVP here to reserve tickets.
Rocky Mountain College of Art and Design is hosting this first-ever event featuring food trucks, pop up boutiques, and fresh produce. Discover local artists and vendors selling their handmade goods and flavorful eats.
The event kicks off on Thursday, June 18, with an evening of live music. The BBQ Challenge will run Friday, June 19 from 11:00am to 9:00pm and Saturday, June 20 from 10:00am to 6:00pm. Approximately 70 BBQers will compete for a variety of awards. Other BBQ favorites include Chef Demonstrations presented on the Viking Stage; Pig Races; a Whiskey Tour (advance registration required); and a variety of musical entertainment.
For an entire weekend, this real town turns upside down to pay tribute to gold fields and mining, exploration and adventure, brothels and saloons, booms and busts. Be sure to try your hand at gold panning with the Gold Prospectors of Colorado during their Colorado Gold Panning Championships and check out the Outhouse Races on Sunday, June 21st on Ridge St. Kids entertainment includes face painting, bounce house, strolling characters and more.
The Showcase is a celebration of our state’s vibrant music scene, featuring Flume as well as the Black Angels, MisterWives and over 100 more of the best bands and artists from Colorado and beyond on a dozen stages in Denver’s Golden Triangle neighborhood. Tickets start at $30 and are on sale here.
Now one of the largest pride celebrations in the U.S., Denver PrideFest turns 40 this year! Honoring community, family, heritage, and culture in the form of an enormous party at Denver’s Civic Center Park, this two day festival is free for all, so come join the fun!
An afternoon of food, drink and fun in “Colorado’s Home,” the Governor’s Residence at the Boettcher Mansion. Enjoy tastes of the Colorado Brewers Guild member’s masterfully crafted beer paired with the culinary creations of the chefs of the Colorado Chefs Association while wandering the rooms and gardens of the mansion. The proceeds raised from tickets will benefit the Governor’s Residence Preservation Fund, an inclusive, non-partisan 501(c)3 dedicated to preserving the historic Governor’s Residence at the Boettcher Mansion. Tickets are available here for $80, or go VIP for $200 to start an hour early, receive a VIP gift bag, and more.
A master collection of Denver’s best Tacosmiths all in one place on Saturday from 12-9pm and Sunday from 12-8pm, Denver Glitter Dome. Tickets range from $5-60, available online here.
Restaurants are often targets for online critics, so if you’ve gotten zinged by an unfavorable post or two on Yelp or another review site, you’re not alone. Some things can’t be helped, but how you handle the negativity isn’t one of them.
Here’s a game plan for dealing with online critics:
Call a full staff meeting.
Come prepared with a few negative (and positive) Yelp posts that are credible and can offer teachable moments to your staff.
Constructively review the feedback as a group and talk about strategies for improvement.
Solicit comments from both the front and back of the house to get the whole story.
Reinforce the mantra that either “we all succeed together, or we all fail together.” Invested employees are more likely to be committed to the success of the business.
Make sure everyone on staff understands the protocol for handling a customer service issue and has the autonomy to correct a problem in the moment.
Be sure to address positive reviews, too. It’s important to keep morale up by talking about what’s being done well and giving praise.
Claim your restaurant’s Yelp listing so that you can manage your profile and make posts on behalf of your business.
Implement a policy of responding to both negative and positive reviews. Keep replies sincere and gracious: “Your feedback is important to us. We hope you’ll consider giving us another try.”
Depending on the nature and legitimacy of the review, you could invite the guest to continue the conversation offline, and discuss options for correcting the situation.
While none of these steps can undo a negative customer experience, they can be used constructively to fix a problem area and reduce the likelihood of a repeat occurrence. More importantly, addressing customer feedback and learning from mistakes sets you and your business on the path to long-term success.
Linger Eataury, the latest Denver dining establishment to be nationally recognized for its awesomeness, was named 2015 Restaurant Bar of the Year by Nightclub & Bar Media Group earlier this month, and rightly so!
The annual Nightclub & Bar Awards, established to honor “well deserving bars, nightclubs and lounges for excellence in the industry,” announced the 2015 winners in early March following a lengthy two-month selection period. Entries submitted by industry professionals on behalf of venues across the country were reviewed by a panel of recognized experts, who then determined the finalists and winners.
According to Jon Taffer, president of Nightclub & Bar and host/executive producer of Spike TV’s Bar Rescue, “the winners are visionaries who are instrumental in setting trends and forging the way for other hospitality venues,” and Linger most definitely fits the bill.
Situated in the former Olinger Mortuary garage – thus the name, which chef/owner Justin Cucci came up with by dropping the O and substituting Mor with Eat – this wildly popular restaurant/bar is the total package, from victuals to libations to aesthetics; the kitchen serves up a salute to the street food of the world, the mortuary theme is touched on without getting too kitschy (Linger tissues available for weepers, a “Harold and Maude” photo mural hangs over the open kitchen, funeral fans hang from a wall), and last but not least, the views overlooking downtown Denver are absolutely breathtaking.
Yup, it’s pretty obvious why locals and visitors alike haven’t stopped rushing the doors since they opened in summer 2011.
And now it’s official: Linger is the 2015 Restaurant Bar of the Year. Congratulations, it’s well deserved!
The survival rate of new restaurants is slim to none nowadays, and just about anything from poor food, to sloppy service, to ill-favored decor can be the kiss of death. BUT there are precautions you can take to improve the odds, so do your homework and read up on some tips straight from the experts.
Have A Plan
“It’s way more romantic to think you can open a restaurant by the seat of your pants, but in reality, planning goes a long way. A business plan takes a ton of guesswork out of the startup process.”
Michael Curcio of Pyrogrill and Ray Sidhom of Four Food Studio
Stick to the Recipe
“A lot of restaurant owners or managers will deal with each task individually. Thinking through processes and standardizing is the key to saving time and resources. Write it down, and refer to the steps until it’s natural. This applies most to staff situations too. There is nothing worse than attempting to manage a bunch of individuals trying to do the same thing, each in their own way.”
David Koji of DineAbility
Be A Team Player
“Be willing to do the jobs of other people at your restaurant. Spend a few hours a week welcoming customers or working the reservation desk. Fill in for a server in an emergency. Show your staff you’re part of the team.”
Scott Maitland of Top of the Hill Restaurant and Brewery
Trust Your Employees
“Early on I realized that I had to hire people smarter and more qualified than I was in a number of different fields, and I had to let go of a lot of decision-making. I can’t tell you how hard that is. But if you’ve imprinted your values on the people around you, you can dare to trust them to make the right moves.”
Howard Schultz of Starbucks
Trust Yourself
“When creating or shaping your restaurant, think about what would attract you as a customer. Be honest with yourself – would you choose your restaurant over the competition? Until you can say “yes,” keep adjusting according to your own personal dialogue.”
Danny Abrams of The Mermaid Inn
Like Danny Said, Be Honest
“Sometimes these things that you care about so much, you look at them and go, “It’s just not working.” You’ve got to be honest with yourself. If you hear a pattern of things, especially early on, about things not working, you have to look at that and make a decision as to whether or not you should stick with it.”
Tom Colicchio of Craft Restaurants
Keep Your Enemies Close
“You have to know who you are up against. The best thing is to make sure you create a unique niche in the industry before you go forward.”
Steele Platt of Yard House
Learn How To Handle Stress
“Stress as a restaurant owner will never subside, don’t kid yourself! Learn some mechanisms to handle stress – create a strategy to stay on top of your mental and physical health.”
Damien Scoditti of Brio Downtown
Patience Really is a Virtue
“You can’t learn everything in a year or two. You have to learn the basics. It’s amazing how little people know!”
Wolfgang Puck of Cut
Laugh A Little
“Especially when dealing with customer complaints or more stressful issues at your restaurant. Knowing how to smile and not take things too seriously keeps a positive vibe. The customer avoids a tense situation, and you deflect some of the pressure from yourself.”
Nicholas Lander, Restaurant Correspondent for the Financial Times
Celebrate the Successes
“As chefs, we are our own worst critics, and we criticize ourselves to death. We don’t often champion our successes so sometimes we have to take a step back, have a glass of champagne and say, ‘look at what we’ve done.'”
Thomas Keller of French Laundry
Stay Hungry
“Hungry means to try to learn more, always try to work hard, try to understand more from others, don’t be afraid to ask questions, make mistakes and learn from your mistakes.”
Nobu Matsuhisa of Nobu
Know any other restaurant success tips? Let us know @gosirvo.
