Tag Archives | complaint

Skills Focus: Spotting The Complaint

The last three skills focus segments have focused on selling entrees by recommending them.  These should have proven successful in getting your staff engaged in communicating with their guests what items they might enjoy.  This week the focus is going to shift to another vital task that too many servers fail to execute.  What happens […]

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How To Make Hostile Guests Love You (Part Three)

(Note: in order to get the most out of this post you should read parts one and two.  They create the foundation for this summary post and will be referenced frequently.) My friend Marcy has the innate ability to intimidate people.  She is a beautiful 5’8” blonde attending law school.  She is aware of having […]

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How To Make Hostile Guests Love You (Part Two)

Years ago I had the good fortune of working for a man named John Maria.  I have had many bosses over the years, but none had a better fundamental understanding of human nature than John.  One day he gave me a book and told me to read it.  He said the answer to almost every […]

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How To Make Hostile Guests Love You (Part One)

One of the most difficult situations any server faces is the hostile guest.  I call them hostile, because they are angry with you long before you have even greeted them.  Some people just bring all the hostility of their day in to a restaurant and dump it on their server.  From the moment you greet […]

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