The Restaurant Doctor

My EHC of January 21 contained the following:

PLEASE BE SEATED
I had the following e-mail exchange with Reggie Frederick, owner of Chalet Bowl in Tacoma:

On the way home, [my son] was hungry, so we stopped at The Outback Steakhouse. Everything was great ...except on one thing I noticed another server do. She sat in her guests booth to take orders!!! Three times she did that. If she had done that to us just once, I would have let her have it (verbally that is)! What would you have done as a casual observer? I wanted to let you know about this. Sometime down the road, maybe you can re-address this issue to your subscribers!

My response:
I had a server in my San Francisco restaurant who did this . . . but it was his style and it always worked. (At least, he never tried it when it didn't work.) The trick is what works for the guest. If it worked at the table she was sitting at, I don't have a problem with it, at least in a casual operation. I like to think that, had that server been at your table, she would have sensed that sitting down would not be welcomed and stayed on her feet.

Do any readers have anything they would like to contribute on this topic?

Here is what people had to say:

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In response to the person at Outback Steakhouse and the server who sat at the booth, I find that it is a personal thing between the server and the customer and whatever works for them both is good for business. At one of my full service operations several years ago I had a waiter who preferred to kneel on one knee at the guests table. He was great and made the guest feel very comfortable in his care. After I pondered what he was doing, I liked it because it put him on the customers eye level and he did not have to look down on them. His tips were good and I was sorry to see him return to college after that summer. I think the reader may have sensed this was not right because its not what we're used too. Its now my feeling that anytime I can "get out of my zone" its usually a positive experience and I think that's what the server attempts to do by sitting. --Pat Shannon

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In response to the question about the server sitting at the table to take orders, I have to agree with you. To me, one of the qualities that makes a good server a great server is an uncanny ability to read a guest. We have one server who sits at tables from time to time, and can also be seen having a ten minute conversation with late-arrival guests. At first glance, I thought that this would be an annoyance to his guests (they didn't come in here to hear about how Wes is doing), yet after talking to him about it, I realized that he performing one of the most basic tasks that a server must do to truly increase customer loyalty: making a personal connection.

From a psychological standpoint, there are many things that servers can do accomplish this goal. Whenever I train new servers, I try to make the point about the little things that they can do to make a personal connection with their guests. For what its worth, here is my checklist:

1. SMILE! Studies have shown that the simple act of smiling at someone can improve their mood instantly. Also, they are almost reflexively inclined to return the smile, which puts everyone in a better mood.

2. Play the hand you are dealt. Successfully reading a guest means that you must adjust your behavior to theirs. A table of businessmen during a busy lunch would probably prefer brisk, efficient service as opposed to a group of 20 somethings on a Friday night looking for a fun service experience.

3. Body Language. This is a very subtle yet powerful tool that servers often fail to utilize to their advantage. The simple way a server stands, gestures, and speaks can often influence the perceptions that the guest may have. For example, an upset guest is likely to cool off faster if the server positions him or herself in a less adversarial position (i.e. crouching down to get at eye level, moving to stand next to the guest rather than opposite them). In one study, which I am sure you are familiar with, researchers found that when a server makes physical contact (touching a shoulder, pat on the back) with a guest, their tip improves.

To me, great service involves not only making sure the food and drink are brought to right table, but creating a dining experience that the guest is likely to remember. For some guests, a server who sits at their table to take an order is exactly what they want, for others, it is an intrusion. What makes the difference is a great server who can recognize where to draw the line. - Tray Thomas

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On the too casual server: I wonder if this might be a new training trend. When Lee Glickstein was in Seattle a couple of months ago, I joined him for "Dinner with the Pro." He repeatedly urged our server to be more effective by either kneeling to bring himself to table level, or in other ways to move into the group for better contact. The server was uncomfortable and told Lee that the workers in that restaurant are forbidden from any such variance from conventional service postures, but Lee continued to insist that it would work much better. Maybe in California? - Dorothy Wilhelm

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Re: Reggie Fredrick on the Outback Server sitting with the table. If he is a frequent guest at Outback especially in the lounge area and around the bar he will find that the server sitting down could be considered formal for Outback. Free to flow service seems to be something (not the only thing) Outback thrives on. In my experience the guests love the way they do it! -- John Dodge

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I used to work for the Outback Steakhouse and part of their formula for success was to get the guest comfortable with their server and environment. The reason the servers sit at tables is to disarm or let the guest know that they are in a restaurant that is non traditional. This is not fine dining and this ain't your daddy's steakhouse. I worked for 4 years for the Outback and 9 times out of 10 people would welcome you to sit with them. These non traditional tactics are designed to get people talking about the restaurant. Hey, I think its working! -- Brian S. Wood

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I had a similar experience at an Outback Steakhouse here on Hilton Head Island, where the server slid right into the booth beside my wife and daughter. At first, I thought it was a bit unusual (but that's OK), and then I thought back to experiences I've had at Ed Debevic's and other theme restaurants where the unusual is part of the charm. I'm wondering if Outback has actually trained their people to sit down in the booth when possible - not so much to annoy people as to be perceived as a friendly, "down-under" kind of eating establishment. I think you're right, though... Any person with common sense should be able to tell when it will work, and when it won't. And if it won't work, and you try to force it -- Look Out!! -- Bob Gusella

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The "Outback style", "Hi, I'm your buddy the server" method of order taking while sitting at your table is obnoxious. On past occasions I've invited them to sit with our family only if they plan on eating with us. -- Mark McDonnell

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I was interested in the comment regarding the server who sat down with the customers when taking their order. This is apparently part of their training as they do that same thing in St. Paul. I agree with your reader -- I don't care for this procedure either. -- Chuck Weber