As Tim Kirkland observes in The Renegade Server, if you ask most servers how to make better tips, they’ll tell you things like, “Be friendly”, “Make sure the order is right and fast”, “Keep the beverages full”, and say, “Thank you.”
These are all great, but they’re the kinds of things that are already expected. The standard tipper keeps a percentage in his or her head—usually 15%-20% — for good service. And doing those things is exactly how you’ll get there.
So how do you earn even more? This might sound obvious, but you’d be amazed out how few people realize this: sell more. If your tip is almost always going to be in that percentage range, then you need to make the pie larger to get a bigger slice. That means pumping up the check with appetizers, non-refillable beverages, and desserts.
The biggest killer for selling those add-ons is falling into all-too-familiar patterns. How often does an interaction with a guest become this:
- “Hi, I’ll be your server today. Can I start you off with something to drink?”
- “Do you still need a few minutes to decide?”
- “How does everything taste?”
- “Are you still working on that?’
- “Did anyone save any room for dessert?”
- “I’ll take this whenever you’re ready.”
- “Thanks! Have a great day!”
The template is borderline automatic now. And, again, this mediocre presentation is a great way to get to the same old tip you’ve always gotten. Let’s talk about suggestive selling, and how it will not only earn you a better tip but also create a better experience for the guest.
First, don’t just ask if your guest would like a drink. Start by offering specific things. Is it breakfast? Maybe say, “How does a glass of orange juice sound?” If it’s later, maybe the right pitch is to tell them what beers are on tap and ask, “Which one can I start you with?”
When you bring the menus, don’t just drop them off and wait five to ten minutes for the guests to decide. Offer to get them started with an appetizer while they think. Suggest the ones the towering such-and-such, the sizzling this-or-that—whatever will catch the eyes of other diners, too.
Have specials memorized. Be ready with recommendations. Put simply: know your menu. Selectively selling will make you more successful.
When the food arrives, tell them about how great the apple pie à la mode is, or how amazing the crème brûlée is, and how important it is that they save room—you do offer to-go boxes, after all. If you wait until your guest are already full before asking about dessert, you can guess how many slices of cake you’ll sell.
Another important thing to consider is that almost no one goes to restaurants merely to eat: guest could be there on a first date, or looking to blow off steam from a hard day’s work, or for family night, or for a ladies’ night, or for a business meeting, etc. Tie their dining experience to the occasion. Drinks for the hard workers, a shared dessert for the young couple—be creative.
Above all, you don’t want to be generic—like every other server your guests have ever had. Make yourself memorable by offering a different experience than they would get from anyone else. Show that you’re paying attention. Engage with them directly by selectively selling appropriate drinks and other add-ons. Along the way, your guests will have a great time and you’ll make bigger tips.
At The Brandt Group, we offer customer-service seminars and one-on-one training. Reach out today and start earning better tips tomorrow.
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