Serving Hacks Part 3: Upselling

Serving Hacks Part 3: Upselling

by | Nov 18, 2015 | Career

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:

  1. I know for a fact that I can describe their characteristics, taste profiles, components, and wine/drink pairings.
  2. This form of repetition and practice creates consistency and comfort, which makes me look like the master of the menu.
  3. 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!

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Serving Hacks Part 2: Serving with Personality

Serving Hacks Part 2: Serving with Personality

by | Nov 11, 2015 | Career

Every server has their own tricks of their trade, and as one myself, I’ve always believed that your personality is a quintessential part of your success with customers. So, for part two of the series, I’ll run through some ways I try to add personality while serving, plus share a few of the tricks I use to sway guests to my favor.

Honesty is the Best Policy

I believe honesty is always best. But sometimes serving requires a little creativity when it comes to truth-telling. One of the hardest parts of being a server is being asked a question you either don’t know the answer to or one you do, but it may cost you valuable points with the table.

Some people flat out lie, which if you’re an expert BS-er might work, but I don’t recommend it.

When the tough questions are asked, some people flat out lie, which if you’re an expert BS-er might work, but I don’t recommend it. Instead, I suggest evasion.

For example, let’s say that you’re drawing a blank when a table asks about the ingredients in a certain dish. Instead of making up a lie, which can be dangerous, or admitting that you don’t know, which can look amateur, go with something like, “We actually just changed that on the menu, so let me check with the kitchen.” This way, you’re providing the correct answer without sacrificing your morals or your tip.

Pro-tip: Keep your cool no matter what. It’s all about retaining confidence while finding the best way to avoid showing incompetence.

Greeting Your Table

Taking control of your table right off the bat is a great way to connect with your customers and be more efficient. So, when I greet a table, the first thing I say is “Hey y’all, is this your first time joining us at [insert restaurant name here]?”

If the answer is YES, I follow up with: “if you’d like me to run over the menu I’d be more than happy to give you some suggestions or guide you on how to best access the menu.” In doing so, I’m being helpful without seeming too pushy and offering the table the option of being autonomous.

If they do want help with the menu, I start by offering a few options from each section (appetizers, entrees, desserts, drinks) that I personally enjoy and know well enough to elaborate on. By making the first move and providing suggestions you’re comfortable with, you’ll come off as knowledgeable and be providing great customer service. This is a great way to set yourself up for success.

I’m being helpful without seeming too pushy and offering the table the option of being autonomous.

If the answer is no, and they’ve been to the restaurant before, I take a more passive approach and mention, “Well, if you need any suggestions or have questions, I’m here for you.” It may seem simple but using the right verbiage here is key. You want to them to feel like they’re being taken care of without coming off as intrusive.

It seems simple, but just by peaking their interest in you, you’re building a relationship beyond guest and server. This is a prime example of using your personality to your advantage.

Relatability is Good Service

For me, good service is about the experience for the guest. By bringing a strong, vibrant personality to every table, not only are you going to enjoy your job much more but the customer will also be more likely to relax. If everyone is happy and kept entertained, it makes for easier service and makes mistakes (if they happen) more forgivable.

If everyone is happy and kept entertained, it makes for easier service.

First, I like to gauge the table. If they seem pretty carefree and I feel relatively comfortable around them, I know it’s okay to be relaxed in my service, meaning I let a bit more of my personality come through. On the flip side, if the table seems stiff or uptight, I’m much more formal in my service. This will definitely take some practice to develop, but using how you feel around a table is a good place to start.

For those more relaxed tables, a joke I sometimes like to play on someone who spilled their drink is bringing their new one in a kid’s cup. It’s simple but it’s a hit and the table will love you for it.

Dealing With Difficult Customers

Be sure to give these guests extra attention and go out of your way to show that you are giving them that extra effort. Be obvious about it because, usually, they just want to be treated better than anyone else.

Make sure to highlight what special actions you’re doing for them. For instance, “Miss, I went ahead and put the sauce on the side in case you didn’t want this dish to be too spicy.”

Taking special care of difficult guests, or the person who is paying or in charge will ensure your success, their trust in you and most likely will lead to a higher tip average.

When a customer is overly rude or extremely needy, kill them with kindness.

When a customer is overly rude or extremely needy, kill them with kindness. Be OVERLY apologetic and kind. For instance, if a customer were to say, “Um, excuse me, I asked for a LIME, not a LEMON in my vodka soda!” My response would be, “Oh my god, miss, I am SOOO sorry. That is ENTIRELY my fault, I’m so sorry, I’ll get that for you right away.”

You still want to seem genuine but take an overzealous approach. It’ll either cater to their ego or make them feel a bit ridiculous for fussing about something so minute. Either way, you’ll come out on top!

Dropping Checks

Dropping the check is a scary, crucial part of service. First and foremost, you must be careful not to make your guests feel rushed, but also make sure you’re not dragging your feet.

Check for cues, like napkins on the table or pushed away plates. Another sign that the table is ready for the check is if one, or all, of the guests at the table are looking around the restaurant. They’re probably waiting for you!

Also when dropping the check, I like to say a little something nice.

Also when dropping the check, I like to say a little something nice. Depending on the table, I add “Thanks for not sucking,” or “If all my tables were like you then I’d have a very easy job.” For a more formal approach, I go with “You were a delight, I truly enjoyed having you.”

There is a great range of things to say to your guests at this point, but remember, it’s crucial to first read your table as to appropriate the right choice of words.

It must be noted that these are my personal tricks and are catered to my personality. It is important to find what works for you and how to best pair your personality with your tables’. I hope these tricks and lessons help you be the best server you can be!

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Serving Hacks Part 1: Cracking The Interview

Serving Hacks Part 1: Cracking The Interview

by | Nov 4, 2015 | Career

Whether it’s your first time interviewing for a server job or you’re a seasoned veteran in the industry, you have to be ready for whatever they may throw at you. From how to present yourself to demonstrating your skills, here are some tips to help you dominate the interview.

Think of it as just another table

For me, approaching the interview like you’d approach your tables is the best way to express your qualities and personality.

Your interviewer is looking to see who you are when you’re at a table and what better way to show this than by treating them as you would treat a guest.

Confidence is key

Serving is all about confidence. Guests can tell from a mile away if you’re comfortable with what you’re doing or if you’re nervous as hell, and so can your interviewer.

It’s crucial to exude confidence, even if you’re faking it!

So, whether you know everything there is to know about serving or you’re in over your head, it’s crucial to exude confidence, even if you’re faking it! From dominant body language to assertiveness, showing your interviewer that you can keep your cool while being grilled will show them that, if you’re hired, you’ll do the same with your tables.

Stay positive

Positivity is contagious and attractive to a manager as well as a guest. Conveying that you’re happy with what you do and can keep a positive attitude despite the mayhem around you is a crucial element of both serving and interviewing.

So, do your best to keep on smiling even if you’re not totally feeling it.

All about the attentiveness

I try to incorporate this word in every serving interview as a fancier way of saying “guest/customer service”. In the industry, putting the guest first is elemental.

In the industry, putting the guest first is elemental.

Proving that this is important to you will delight your interviewer and reflect well on your priorities as a server. Use this buzzword and give an example of how attentive you can, and will, be.

Trust goes a long way

Establishing trust with customers is goal #1. If you can establish trust right off the bat, guests are more likely to be comfortable asking you questions and following your suggestions. This is good business for the restaurant and, not to mention, you’ll probably get a better tip!

So, it goes without saying, getting your interviewer to trust you goes a long way in demonstrating that you can do the same with customers.

Pro-tip: A great way to gain trust quickly is through your drink recommendation. If you have a suggestion for a drink that you know is universally enjoyed, the guest will likely feed off of your interest and try it. If you describe it correctly and they like it, you’re in. Expressing something like this to your interviewer will show off your know-how and get some extra points!

Make organization and efficiency a priority

When interviewing, be sure to articulate how important being both organized and efficient while serving is to you.

While most people believe that serving is a brainless, simple occupation, the amount of multi-tasking involved is far from easy. From drink and food orders to maintaining tables and helping out co-workers, there is a lot on your plate.

Describe your go-to strategy for staying organized and on-task while on the job.

Establishing that you can handle the multitudes of responsibilities and can manage your time efficiently is a sure-fire way to impress a manager and interviewer. To do so, describe your go-to strategy for staying organized and on-task while on the job.

Keep your head in the game

In the industry, we call it being in the weeds. You’re dealing with a fussy customer, trying to find a manager to comp a bill, thinking about the fight you’re having with your roommates; what do you do?

Freak out and cry in the corner or keep your head and breathe? The latter, obviously.

A simple way to impress your interviewer is to be aware of this and express how you would deal with the stress. Servers are ubiquitously known as prima donnas and have trouble keeping their emotions in check. If you show that you can keep your cool, you are on your way to getting a job.

The interview is half the battle to becoming a great server. Use these tips to nail it every time and the rest of our serving hacks for when you get hired!

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Kitchen Hacks Part 4: Satisfy Your Sweet Tooth

Kitchen Hacks Part 4: Satisfy Your Sweet Tooth

by | Oct 27, 2015 | IndiNews

It’s the final installment of our kitchen hacks series, so we obviously had finish it off with desserts! Get the sweet tips here.

Key-lime pie from start to finish in 10 minutes.

Skip the oven to save time on your next key-lime pie. All you need is heavy cream, sweetened condensed milk, lime, and Ritz crackers. Start by making the custard: combine the heavy cream, condensed milk, and lime juice and stir. Then, pour a layer of the mix into your pie dish (or glass if you prefer), cover it with a layer of crackers, and repeat. Chill the cake until frozen and enjoy.

10 minute key-lime pie

Powder your sugar at home.

Don’t have confectioners’ sugar? No need to go to the grocery store because you can make it at home using granulated sugar and a blender or food processor. Add the sugar to your mixing device of choice and set it to ‘pulse’ or ‘blend’ until it has reached a powdery consistency. Sift through a strainer and you’re good to go!

DIY powdered sugar

Forget the frosting; make it with marshmallows.

This will save time and earn you creativity points: instead of frosting your cupcakes with frosting, melt marshmallows on top. After your cupcakes are baked, place a marshmallow on top of each, and stick them back in the oven for 3-5 minutes. Remove from the oven and press down gently to create that snow-white cap.

Pro-tip: For a more toasty topping, broil the marshmallow topped cupcakes, but be sure to watch them closely!

Marshmallow topped cupcakes

No more batter splatter means easier cleanup.

Whether you’re making cake, cookies, or something on the savory side, stop your batter from getting all over the place with a paper plate. Just poke the ends of your mixer’s beaters through the middle of a paper plate before attaching them to the mixer. The plate will act as a shield, keeping your batter where it’s supposed to be.

No more batter splatter

Use dental floss to slice cakes.

First, make sure you are using waxed, unflavored floss. You don’t want a minty cake! Then, place toothpicks around the cake where you want to slice. Align the dental floss around the row of toothpicks and wrap fully around the cake. Hold the ends with each hand and pull out and away from the cake, so the floss cuts through the cake as the circle of floss tightens. Move the floss slightly from side to side to help the cutting movement. To separate the layers, slide a piece of cardboard or baking sheet with no sides in-between and lift the top layer. And voila!

Pro-tip: For sponge cakes, use a serrated knife to make a few cuts along the toothpicks to give the floss a head start.

Slice cake, easy

Save cakes from going stale.

If you’re lucky enough to have leftover cake (especially after reading this), keep it nice and moist with just bread and toothpicks! Cover the cut, un-frosted part of your cake with bread slices and hold them in place with toothpicks, then store in the refrigerator. The bread will get hard and stale, but the cake will stay nice and soft. Sorry, bread—you’re being sacrificed for a greater good.

Keep cake moist

Get more kitchen hacks here.

Kitchen Hacks Part 3: Extraordinary Entrées

Kitchen Hacks Part 3: Extraordinary Entrées

by | Oct 19, 2015 | IndiNews

Last week’s kitchen hacks were all about dairy; this week we’re moving on to the main dish.

Cooking salmon? Leave the white goo behind.

The totally harmless, but wholly unappetizing white gunk that seeps out of salmon filets as they cook is just coagulated protein, also known as albumin. Although there is no way to completely rid the fish of albumin, soaking the fish in a basic brine solution (about 1 tablespoon of salt per cup of water) for just 10 minutes significantly minimizes the amount that collects.

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Add water to keep the bacon splatter at bay.

To reduce splatter and, more importantly, minimize the chance of burning your bacon, add just a touch of water. Once the bacon is in the pan, add just enough water to completely coat the bottom of the pan and cook over medium-high heat until the water has evaporated. Reduce the heat to medium and cook the bacon until crisp.

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Don’t let your meat steam!

When you’re browning meat, you should blot the surface dry with a paper towel so the meat doesn’t release moisture when it hits the hot oil. Too much moisture makes the meat steam instead of sear, and you will lose that rich brown crust.

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Speaking of meat, to up the flavor and tenderness, use a ‘brinerade’.

A brinerade is a combination of a brine and marinade. In other words, it’s just a marinade with added salt. The salt is key because it breaks down the meat’s proteins, allowing it to soak up extra water and more of the marinade’s flavor. For an added punch, also add soy sauce to your marinade, but not in place of the salt. Soy sauce will provide an umami flavor, but plays no role in holding moisture.

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Really get the sauce to stick to pasta.

After you drain pasta, while it’s still hot, grate some fresh Parmesan on top before tossing it with your sauce. This way, the sauce has something to stick to.

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Keep an ice-cube tray on hand to save leftover sauce.

For an easy weeknight meal, save and freeze leftover sauces from previous meals in ice cube trays. The cubes can be reheated in a sauté pan when you need a quick sauce.

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Fluff up your rice with rinsing.

Soaking rice in water before cooking is said to speed up cooking and produce better results. However, in experiments conducted by America’s Test Kitchen, all types of rice that were pre-soaked came out overly tender and mushy.

Instead, try pre-rinsing your rice with several changes of rice. This removes the excess starch on the surface of the grains, which helps them cook up lighter and fluffier.

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Next week we’re going from entrées to desserts, so don’t miss out on the sweet tips!

For more tips, click here.