In my younger days, I spent several years waiting tables. I was fortunate in that I worked for some very exacting managers, who demanded the highest quality of customer service. As such, I received some great training and learned to do my job efficiently and well, sending many happy customers out the door after their meals. This experience has stayed with me over the years, even though I don't wait tables anymore. On the one hand, it's given me sympathy. If I'm at a busy restaurant and my server is doing the best she can, I'm patient and tip well. However, if I receive poor service when it's obviously avoidable, I have no mercy!

It appears that servers in restaurants today are not receiving the training they did back in the dinosaur era (late 80's/early 90's) when I was waiting tables. What training they do get seems to be centered on up-selling the house wine or featured dessert rather than how to provide basic, good service! Here are some tips for you:

Focus on the Basics

Most diners have pretty simple expectations when they go out to eat: they want to get what they ordered, they want to get it in a reasonable period of time, and they want it to be hot and fresh. They want a competant, polite server and a clean restaurant. Cover these, and you're going to have happy customers! Listen attentively when you take their order and ask clarifying questions to make sure that you get it right. When you pick up their order, take a moment to double check it before delivering it, just in case the kitchen made a mistake. If you deliver the wrong thing, it's a reflection on you! If the kitchen does make an error or is moving slow, or if your co-workers aren't pulling their weight, avoid pointing fingers. Customers don't want to know who is screwing up, they just want to know when they'll get their food. Apologize for the problem and do what you can to fix it.

After delivering your orders, check back with each table to make sure they don't have a problem or need anything else. There's nothing worse than realizing you need ketchup right after your server walks away and you don't see them again until they bring the check! If the customer says something is wrong, don't argue or tell them that they didn't order correctly. Apologize and fix it, no matter whose fault it is.

Work efficiently. Combine trips as much as possible: if you need to get a refill for one table, see if you can get them for other tables at the same time. Every time you visit one of your tables,

• 1
• 2
• next page >>

---

Add your voice

Know something about Waiting staff: How to double your tips?
We want to hear your view. Write now!