When people aren't trained to be aware of the impact of their words, they often speak without thinking. Stale words make for a stale dining experience. Take responsibility for your words and their impact ... and engage your brain before operating your mouth!.
"How's everything?"
"Is everything OK?"
Dennis Berkowitz, owner of Max's Diner and other creative San Francisco eateries, will give a free round of drinks if anyone on his staff says this. Ask questions that are more thoughtful and helpful to your guests. Outlawing the phrase forces your staff to be aware of what they are saying when they speak to your guests.
RESTAURANT BASICS Vacant Verbiage
"Just one?"
"Are you dining alone?"
“Are you by yourself?”
Some people are self-conscious about eating alone. It is uncaring to use words that might make them feel worse about it. "May I seat you now?" will handle the situation more smoothly.
"I'll be right back with your __________"
This phrase is just unconscious filler – mindless social noise. Only use phrases that say
something to your guests. If you can't say something meaningful, you are probably wiser not to say anything at all! After all, if a sales person is truly present (not distracted) when they are at the table, comments are not always necessary.
"My name is _____ and I'll be your waiter tonight"
Who cares? This phrase has become a restaurant cliche. Unless you are prepared for a response of "My name is ___________ and I'll be your guest this evening," think of another introduction. How about just a warm welcome to the restaurant and some enthusiastic suggestions?
"Okay"
"Yeah"
These slang expressions can sound flip or impolite. Be aware of your words and find something else to say. Phrases like "certainly, sir" or "that is correct" will sound much better and leave your guests feeling that you were polite and responsive to their needs.
"Have a nice day"
There has to be something more original and personal you can use than this cliche. Your guests hear the same thing in K-Mart! Find a different way to show each party how much you
appreciate their patronage. Pause, drop any stray thoughts and say what comes to your mind. You may not even remember what you said, but when it comes from your heart, the impact will be memorable.
"I'll give you a few minutes"
How wonderfully generous of you! First of all, it's not your time to give them. Secondly, if people are having difficulty making a decision, it's time for recommendations, not retreat. Third, the phrase is trite and only shows you are not paying attention to your guests needs.
"Enjoy"
"Enjoy your meals"
These phrases are also worn and do not add anything to the guests dining experience. You will improve your level of communication if you develop the habit of speaking in complete
"Who gets the check?"
Does it make a difference to you? The question only serves to satisfy your curiosity and distract the diners. It is often impossible to tell who will pay the check. If you automatically give the check to the male diner, you risk insulting your female guests.
Place the check in the center of the table, thank your guests for their patronage and continue to service the table until they leave.
"I'll take this whenever you're ready"
This is another unnecessary filler phrase. If there is any question about whether a guest should pay at the table or go to the cashier, print it on your guest checks.
Even if your operation uses a cashier, if the guest places the check and payment on the table, take it up for them. Give the guest the service they want or risk losing them forever.
"Guess what?"
What a juvenile comment! Don't play games with your guests – it is not the reason they came to the restaurant. If you have something to say, state it clearly, get your answer and move on.
"Mathers party of two"
Anytime you make the guest feel processed rather than served, you lose points. This phrase is another restaurant cliche that really irritates some diners. The most personal approach, of course, is to have a greeter personally escort the Mathers party to their table. If calling them on a speaker is the only solution, change your wording. "Mr. Mathers, your table is ready," "I can seat you now, Mr. Mathers," or words to that effect are more cordial.
"How was everything?"
This question usually comes after the meal as the guests are leaving. If you ask "how was everything," the answer is invariably "Fine." If your reason for asking is to get a truthful answer, change the wording.
Ask if everything was done the way they liked it. Ask them how you did. Better yet, ask how you could do a better job for them next time. You'll be amazed at the suggestions you will receive. Remember that nobody will say a word if they don't think you really want to hear what they have to say.
"Your order is on the way"
The only reason you would say this is that you want to say something but don't really have anything to say. The comment has no meaning and only distracts the guest. Save your words (and interruptions) for something that will enhance the dining experience.
RESTAURANT BASICS Vacant Verbiage
Recommend two items. They could be your signature items, your personal favorites or something that looks particularly good to you today. What you suggest is less important than
that you suggest.
"Do you need anything else?"
If you ask this when the entree is served, the guest has no way of knowing the answer. Give them one minute (two bites) with the food and ask the question when they can answer it.
"Are you done?"
If your guest's plate is clean, the question is asinine. If the plate still has food on it, they might interpret the question as rushing them. Just ask if you can remove their plate. The question is safer, the result is the same.