ELECTRONIC HOUSE CALL - November 16, 2001

I am in Buffalo headed for Phoenix and Palm Springs, then home on Tuesday through Thanksgiving.

IMPROVING YOUR TABLESIDE MANNER
Here are a few observations from the road for those who want to find out how good they can be

Share a sense of urgency
Find out if a guest has a schedule, then operate with the same sense of urgency. This is really about ,making sure that your actions communicate that you are always aware of the time and are striving to meet it. It is off-putting (is that a word?) to be on a deadline only to watch your server lollygag around with co-workers as the clock ticks. Failure to share the diner's sense of urgency affects the guest's mood which affects the tip which affects whether they ever come back to your place or not!

Get to it
At a breakfast along the way, I asked a server for a glass of water. She continued to clear and re-set her tables for about two minutes before going for my water . . . in a dining room that was nearly empty! What are we telling our servers about priorities? When was the last time you had a discussion on that topic with your crew?

Be appropriate
Several times during this trip I have watched servers interrupt guests' conversations to ask questions or move on to the next step in the service. What ever happened to the practice of approaching the table and waiting there quietly until the guests stop talking and look up at you? At that point, they are ready to listen and you can proceed. If they do not stop talking after a reasonable time, their conversation is more important to them that whatever you may have to propose. Leave quietly and try it again in a few minutes.

A note from the Doc:
Is any of this stuff major? Only to the guest. (Who are YOU in business to please?)

NOVEMBER TELE-ROUNDTABLE
Just a reminder that the November tele-roundtable to share ideas on how people have been adjusting to the new economic conditions will be held on Monday, November 26th. You can sign up on my website. Coaching Program and Gold Group Members: please e-mail me if you plan to participate.

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