One of the best things you can do to improve your wait staffs productivity is to provide them with adequate training. I've worked in many restaurants over the years, and it's surprising the number of places that the training consists of having the new server follow a veteran around for a couple of days.

While on the job training and mentoring are key components of good training, that should not be the extent of it. Many veterans have developed shortcuts, or have their own styles and methods that may not be what you want new people to learn.

You should develop a formal training procedure for new hires, and refresher courses for existing staff. If you don't feel confident developing your own material, there are a lot of good programs that you can buy, and then modify them for your restaurant.

The key points to instill in your staff are service and attentiveness.

Service

The name of the business is food service. It doesn't matter how good the food is, without good service the customers won't come back. There have been a number of theme restaurants that are famous for servers that are rude and insulting to the customers, and people love it. However, even in those places the basic service is very good. Customers get their needs met, and the food is served hot. But unless your restaurant specializes in rude servers, you should expect your servers to be polite.

Your servers should also respond to customer requests as quickly as possible. It's frustrating for a customer to have to make repeated requests for things. If the customer asks for ketchup, or extra silverware, or another cup of coffee, the server should deliver it the next time by the table.

Attentiveness

I am a coffee drinker. I like for servers to make regular trips to the table to freshen what's in my cup. Right or wrong, I judge the level of service on how they are with my coffee. For other customers it's the water glass, or how quickly the dirty dishes are cleared away. It could be anything, but it usually relates to how attentive you are to the customers needs.

Once the customer is seated, someone should be by the table as soon as possible to make sure they have water, make sure everyone has a menu, and to take their drink order. It may not seem like much, but it shows the customer you are aware that they are there.

Good servers know how to position themselves so they can keep an eye on their section without making the guest feel like the server is hovering over them. Servers should stay far enough back so the guest feels like they have some privacy. when they appear ready to order, make sure the server takes the order correctly, and gets it turned into the kitchen immediately.

Once the food comes to the table, the server should check back within a couple of minutes to see if there is anything the customer needs that they forgot to ask for, or if there are any problems with the food. I was taught to check back in two bites. By checking back quickly any problems can be handled without the guest having to sit and wait for resolution.

As the guests finish their meal the server should clear away any dirty dishes. They should leave the check on the table, and then be attentive for when the customer is ready to pay. You don't want them to feel like you're rushing them to leave, but they shouldn't have to wait once they are ready to leave.

As a manager you need to make sure your staff takes customer service seriously. You can show your commitment, by demonstrating good customer service, preaching customer service, and providing training in customer service. After all, without the customer there will be no service jobs.

Learn more about this author, Jim Smoot.
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