The truth is that service is not really a transactional act, and therefore, it can’t be given. Service is a byproduct of consistently executing the other key processes that make a business successful—like hiring right, training well, suggestive selling and practicing servant leadership.
Hospitality or Customer Service?
Most restaurant owners and their customer-facing team members confuse service with hospitality, but they’re different: Service fulfills a need, but hospitality fulfills people. You can get service from an ATM or a vending machine, but you can’t get hospitality. Hospitality is the key deliverable that distinguishes great food service operations from average retail ones.
“Service fulfills a need, but hospitality fulfills people.”
For instance, if you buy a vacuum cleaner at a store—no matter how hard you looked for someone to help you, or how you were treated by the employees—you still have a vacuum cleaner when you get home. So even if there was no discernible service accompanying the purchase, you still have a tangible something after the transaction.
But when you patronize a restaurant, what do you have after you eat? Only memories. While menu, value, décor and cleanliness all play a part, it’s service and hospitality that makes that memory positive and drives customer loyalty and repeat business.
The Core of Great Customer Service
So what are the key drivers of customer satisfaction? Here are the three basics that every industry, not just the food industry, should follow.
1. Focus on ROC, not ROI
Repeat business is the linchpin of profitability in any successful business. Everyone is familiar with ROI, but a lesser-known and more critical metric is ROC—Return of Customer. “Will you come back?” and “Would you tell your friends to try us?” are the two most important questions relative to the customer experience. If the answer is yes to both, you’ve delivered on expectations and achieved ROC. If not, you haven’t. It’s that simple.
2. Hire Great People
Repeat business will always be dependent on the weakest people you allow on your teams. Make your customers’ experience consistently exceptional by hiring and developing great people. When you hire great people—despite the cost, despite the effort, despite the commitment—great things always happen. Compete first for talent, then customers.
When you hire great people—despite the cost, despite the effort, despite the commitment—great things always happen.
3. Consistency Is Key
Know what customers hate about patronizing your business? Inconsistency in quality, service, speed and accuracy. So when customer service problems reoccur in your business—before you blame your people—evaluate the likelihood of a short-circuit in a system or process. Bad service issues routinely arise when you hurry-hire the wrong people, cleanliness isn’t a priority, an understaffed or undertrained team messes up orders, or inefficient scheduling causes you to be short a server at peak hours. This makes customer-facing team members stressed, swamped and snippy, so they smile, serve and ultimately sell less.
Habitually consistent good service is the result of systems that:
Foster a caring culture
Make positivity and fun part of the core business practices
Educate and encourage teams daily to be better than they were yesterday
Don’t forget that excellent service begins with leadership and the notion that, “My customer is anyone who isn’t me.” The fact is that the way you treat your team members determines how they’ll treat your customers. Model the way, every day. Apply constant, gentle pressure every day to improve.
Restaurant operators are stewards of special moments in customers’ lives. The food service industry’s shared goal of giving care and sustenance to strangers and regulars alike as part of our business model is what sets us apart from retail and manufacturers. Service is our invisible product.
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!
Denver is a fast growing city and there is a ton here to experience, but you have to do it right. Here are a few suggestions on how to afford this city.
Tipping has recently become a topic of much dispute. Over the last few years, a new trend has emerged for compensating service staff: replacing tips with higher hourly wages. While establishments, mainly restaurants, opting for this model believe that this transition will solve a number of issues within the industry, others are not so sure.
So, we’re giving you the facts from both sides of the coin (pun intended) so you can decide for yourself.
Why Tipping Should Be Abolished:
1. Income Inequality.
Tipping creates a wage gap between front of house (servers, bartenders) and back of the house (line cooks, chefs, dishwashers). By tipping your front of house staff, you are only compensating the people who take you order and deliver your food, not those who actually prepare it. If everyone was compensated by hourly pay, there would be less of a discrepancy in pay between the two, making it far fairer.
2. Everywhere else is raising minimum wage and servers are suffering.
The recent increase in national minimum wage standards is offering more money to retail and fast food industries but is not being translated to tipping-based restaurants. Servers are not being compensated equally to the other industries and their average pay is dropping below others.
3. Tipping costs the customer more.
On top of a $100 check, you are ‘obligated’ to add $20 for gratuity. This 20% increase on all food ordered at a restaurant ends up costing the customer more than it should. Some restaurants are compensating for this by increasing menu prices to be allocated to servers and bartenders in place of gratuity. In all, raising menu prices and abolishing gratuity is a fairer allocation of wages and can increase a server’s average pay.
4. Tipping is discriminatory.
Whether we want to admit it or not, we all have our biases. Studies show that people are more likely to tip higher if their server is attractive and/or the opposite gender as the customer. This reality also creates a discrepancy between servers and overall unequal tipping standard.
5. Tipping well excuses sexual harassment.
In the restaurant industry the server is put in an uncomfortable position to be kind and attentive in their guests in order to help boost their tips. This becomes a real issue when people use their money as a means of mistreating servers. Some people believe that if they compensate for their actions with money it rationalizes inappropriate behavior. Servers are then put in an uncomfortable position where they must choose between making good money and being objectified by their customers.
6. Most people don’t understand tipping.
Tipping is an odd mix of obligation and reward. People should want to tip their server or bartender but given the choice, without the social obligation, it seems reasonable to believe that most people wouldn’t do it. The 20% rule is a social standard lost in translation. The fact that tipping is driven by social pressure and not eagerness to repay someone for their attentiveness or entertainment value proves that it should be standardized by a higher hourly pay as opposed to an unwritten rule to live by.
Danny Meyer serves as a great example of the new trend away from tipping. He is at the forefront of this transition. Meyer, owner of Union Square Hospitality Group, recently introduced a no-tipping policy in his restaurants. His argument for doing this was to highlight the kitchen staff and bridge the gap between front and back of the house. By raising menu prices 25%, he aims to offer a fairer wage to his entire staff. Many of his peers commend him on this action, fearing that wait staff and guests will be perturbed by this sudden change. On average, he believes, the wage equality and the gratuity-less prices will increase revenue and appease the restaurant as a whole.
Why We Shouldn’t Abolish Tipping:
As a (biased) server, I have experienced both sides of this issue, having worked at restaurants that use gratuity and those that do not. While there is merit to both sides of the argument, I believe abolishing tipping would ruin the industry.
In most industries, employees are paid based on ability and effort, whether by commission, bonuses, or promotions. So why should the food and beverage industry be any different?
Being a good server or bartender requires extensive training, specialised skills and work ethic. Yes, I know that there are many out there who scoff at this idea, but those people have never run the gauntlet of real service. You must be organized, well-spoken, knowledgeable about menu and drinks, attentive, adaptable…the list goes on and on. As it now stands, the better you are, the more tips you’ll earn. Sure, there will be tables that tip poorly, but it’s a numbers game. More than any other job I’ve worked, the harder you work as a server, the more money you’re going to make, and it’s because of tipping.
Another important element to consider is incentive. It’s not a mystery that your server is kind to you because it’ll make them more money. If this merit-based compensation is stripped, the only incentive to provide quality service becomes not getting fired. It makes it easier for service employees to do just what’s necessary. Going above and beyond has no meaning if there is no reason to do it. It’s a cruel reality, but that’s how it is. No one wants to be bending over backwards for needy guests at 9:00 am on a Sunday morning if they don’t have to. The incentive of making more money for more effort will always trump mediocrity for a higher hourly pay.
The negative impacts of no tipping go beyond the customers, and in fact, cause the entire establishment to suffer. Not only will businesses lose revenue because of lost customers, but also from the lack of upselling. Since servers’ compensation is not based on the check total, there’s just no incentive (there’s that word again). If businesses can’t maintain a steady cash flow, then they can’t afford to pay servers. It’s a vicious cycle that isn’t being taken into account.
What About A Compromise?
This is definitely a complicated issue with pros and cons to both sides. Perhaps there is a place for both models: tipping and increased hourly pay.
When it comes to the dining experience in itself, if your server is good at their job, they will enhance the entire meal with suggestions, entertainment and attentiveness. For example, when it comes to a fine-dining establishment, your server is crucial to the success of your meal and should be compensated accordingly.
At a diner or any turn-and-burn establishment, it makes sense to pay employees with an hourly wage. The varieties of restaurants call for different forms of compensation and this must be taken into account.
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.
