Do you know the history of the word "tips"? A simple enough concept, tips are the visible means customers reward wait staff for good service. Although many people mistakenly believe "tips" is an acronym for "to insure prompt service", the word actually began as a slang term used by criminals to denote giving or sharing. However, for current usage the importance of good service is irrevocably linked with a generous tip. Training your staff to consistently and happily serve your customers and deal with problems is one of the chief goals of many establishments. Here are some tips to help your staff remember the "service" part of food service.
Many restaurant owners agree that the attitude of the manager sets the tone for the rest of the employees. If you treat customers as if they are important, their concerns are genuine, and you are happy to serve them your staff will pick up on that outlook and emulate it. For example, one time when I was at a highly acclaimed restaurant a waiter spilled an entire glass of lemonade all over one of my party. Far from being apologetic and fixing the situation, he simply walked off. After we located the manager, he displayed an equally indifferent attitude toward my friend's plight. Restaurant staff are somewhat like children in that they follow the attitude of the management.
"They must be schooled in the importance of service with a smile," says one restaurant manager. The classic adage, "the customer is always right" might be cliché but if an employee has this attitude they will get much better response than someone who begins with the assumption that customers are finicky, complaining, and focusing on minor issues. Of course you will probably get customers like this, but they are usually the exception, not the rule. If your staff understands this and approaches their job with a friendly and helpful manner you will be much closer to turning your customers into repeat patrons.
Does your staff know what to do with an intoxicated person? What about someone who doesn't have the money to pay for their meal? Or how about a simple problem such as the food being undercooked? Handling problems is an important part of a restaurant's reputation. If a manager and staff are in control, apologetic, and sincere about solving issues that occur with customers, the business will do well. For example, one time when my mother and I were out at a local burger place, my mother found a bristle off a grill cleaning brush in her burger. After alerting our waiter, who was very apologetic, the manager came over and not only compensated us for my mother's meal, but also gave us free desserts. We felt as if our problem was important to the staff and they were sincere about gaining back our business.
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