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"Tips, The Server's Guide To Bringing Home The Bacon"

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For every waiter, waitress, server, restaurant manager and owner, "Tips, The Server's Guide To Bringing Home The Bacon -- The Customer Speaks!" is the ultimate blueprint for achieving superior service. 

This is the only restaurant self-help book ever written from the customer's point of view, making its content incredibly valuable to every member of the restaurant staff. 

If your service doesn't improve from the use of this book, it can't be improved at all.

     An excited shout from a lucky Las Vegas gambler? No way! With a little spit and polish, this gleeful exultation can be yours at the end of your food serving shift. This book will enable you to hit the tips jackpot if you will merely absorb and apply the simple but oh-so-valuable information contained between these covers. Why is it so valuable? That's easy. It's because the advice and suggestions you will hear come from the most important people in your financial lives -- your customers.

     Let's begin on a first name basis. My name is Tricia. You can tell me yours later when we meet someday where the roads come together. Or perhaps you will drop me a line. After reading this book, you may feel the need to yell at me, inform me, correct me, or, hopefully, agree with me about the points and ideas expressed here. Whatever the circumstances, I will be delighted to hear from you.

     My purpose in writing this book is satisfaction -- for you, and for your customers. Life is richer when we are all completely and joyfully satisfied. That ultimate satisfaction is only possible when all aspects of our lives run smoothly. Your food service job can be very, very satisfying. Your customer's dining experience can be equally satisfying. All it takes is desire and implementation on your part.

     I am someone who understands the trials and tribulations of food service. From that understanding springs the desire to see you make as much money as you possibly can while employed as a food server. More money will certainly feel satisfying; won't it? Food service is often a tough, thankless, and lousy-paying job, but it simply doesn't have to be that way. This book has a simple goal: Colossal Tips! It is my hope that through this one-way conversation (I'll talk, you listen) you will find helpful ideas that will enable you to enjoy your job more and improve your tips. Bottomline? You will MAKE MORE MONEY! That's the plan in a nutshell. The talk will be straightforward. If I step on some toes, forgive my bluntness; but bear in mind that the comments, observations, and advice I share with you, is from the heart -- the hearts of your customers. In addition to being a tad blunt, I may repeat myself from time to time; and you should know that I do it intentionally (well mostly). I do believe in the power of repetition. Repetition is one of the key elements of success of any kind. Repetition is the primary foundation for recall. Since this book is about successful money-making in food service, repetition serves our purposes very nicely.

     Now, before you say, "Well who are you to tell me how to do my job?!", permit me to take a moment and toot my own horn, or spill my own guts, as the case may be. Some of what I will relate to you in this book is based on experience, some on research, and a dab or two on inspiration.

     I have been a server in a broad variety of food service establishments -- from a hamburger stand at the county fair, to roadside diners and pancake houses, to fine dining restaurants where there is one head server for a table and every course has its own specialized server. I have even been a singing waitress (what a fun job!). Those years of experience do account for part of my qualifications to write this book. However, the most important qualification is that for virtually all of my adult life, (without getting personal, let's just say, for at least twenty years, or so), I have dined out nearly every day. On a great number of those days, I purchased more than one meal a day. That’s a lot of meals! I have dined in restaurants in the north, south, east, and west of our country (and a few foreign locales we won't discuss). The establishments represented every conceivable type of dining situation, from "holes-in-the wall" to "you-wish-you-could-afford-this-place" facilities. I've seen it all. I've seen it through the eyes of a server, but more importantly, through the eyes of a customer. From time to time, I will share with you some experiences I have had and some servers I have known. Believe me, some of them were doozies! Additionally, as a prelude to writing this book, I conducted what felt like a 'bazillion' hours of interviews and research and compilation of questionnaires completed by a cross section of customers nationwide. What they had to say may delight, surprise, or dismay you; but it will definitely enlighten you.

     Often I have seen a server struggle, run their legs down to nubs, carry enough plates and dishes to be affectionately called a barge, and return to the table to find little or nothing to show for their Herculean efforts. What was wrong here? Were the customers just stingy? Were they just bad people? Were they "the type that will stiff you no matter what you do"? Well, sadly, most of the time, those excuses are just that -- excuses. The majority of the customers enter into the dining experience with the expectation of tipping for the service. It is a surprise to all when a server has run themselves ragged and the customer is still unhappy enough to reduce the tip or leave none at all. What happened?

     In this book, we will examine the most prevalent reasons for puny tips. We will look at some of the worst offenders in food service and quickly pick apart the problems they represent. We'll examine winning, workable solutions that will eliminate those problems forever. This book is not about restaurant policy or procedure. It's about what you can personally do to make more money, be happier in your job, and ultimately, be the best you can be at what you do. No, this is not the Army, but the Army said a darn good thing when it said "Be All That You Can Be". That powerful phrase describes a dynamite philosophy to live by, and work by -- at any job -- in any endeavor.

     Within these pages, we will not discuss topics like whether or not it is acceptable to leave the check on the table at the time you serve the food. Those types of issues are relevant to where you work and to your workplace's company policy. At a truck-stop, such practice is accepted (even though I personally find it rude and inappropriate at any establishment), while at "Chez Whoever", it would be considered an insult and be taboo. Checks do, after all, denote dismissal. However, in such matters, you must do whatever your management mandates -- regardless of your own personal views. Management does sometime dictate bad policy; but bad or good, you are expected to follow the policy. It is never wise to defy management. If you don't agree with management's serving rules, simply move on to a facility that is more in line with your own philosophies.

     There are fine procedural manuals in existence for professional waiters and waitresses. With these manuals you may learn how to fold a napkin, write a check, the rudiments of sidework, how to handle liquors and wines, credit card processing, definitions of restaurant lingo, etc. -- all the nuts and bolts stuff. I wholeheartedly suggest you read a few of these fine publications as we will not be discussing those types of issues in this book. Rather, we will concentrate on ways for you to impress and endear your customers. We will aim for the ultimate goal of creating a positive well-rounded server who will make more money. Even if you are already doing very well, I hope you will find something worthwhile within these pages. We can never know too much, or expand our horizons too far. There is something to learn in every moment in time. I want you to be the greatest food server on the planet -- the one the customers repeatedly ask for, the one everyone respects and cares about, and the one who has made the most money at the end of the shift!

And here’s a look at the

Table of Contents. . .

TABLE OF CONTENTS

Chapter 1: Straight Talk - Let's Chat Dollars And Sense   13

    Beliefs   17 

    Understandings   22

        The Job Is For Me   22

        Tipping Is Optional   22

        I'm The Best Of The Best   23

Chapter 2: Creatures - Animals, Insects, Fowl, And Other Creatures

A Server Does Not Want To Be   25

    The Dodo Birds   26

    The Pack Mules   31

    The Snails   34

    The Piglets   38

    The Ostriches   41

    The Parrots   45

    The Skunks   48

    The Roadrunners   55

    The Bulls   59

    The Mice   67

    The Cats   73

    The Sloths   80

    The Roaches   87

    The Lambs   91

Chapter 3: Be Wise - Organize, Categorize, Itemize   97

    Getting The Rhythm   101

    Organization Exercise   102

Chapter 4: I Spy   107

Chapter 5: Q & A - Questions And Answers, And, . . .Surprises?   113

    Food Service Questionnaire   115

Chapter 6: Dear Diary - Personal, Private And Prosperous!   179

    Server Personal Record   182

    Server Diary Daily Log   183

Chapter 7: Quickies - Magical Money Motivators!   185

    Dapper Dialogue   186

    Condiment Caboodle   187

    Water, Water Everywhere And Nary A Drop To Drink   189

    Shine, Underline, Shine   190

    Check It Out   191

    Go With It   192

    Comfort Zone   194

    Your Majesty   196

    With This Ring I Thee Wed   198

    Butlers -- Talk The Talk -- Walk The Walk   200

Chapter 8: Deep Bottom   203

    Leader Of The Pack   204

    Smack Dab Bottom   204

    Tips Scale Of Success   206

Chapter 9: Fabulous Encore!   209

    Server's Creed   211

And here's a peek at one

"Animal" chapter. . .

     "What a dodo!!" Boy, you sure don't want to hear this exclamation from your customers. Well, good news; you don't have to!

     Customers don't fancy having a server who seems to be confused and lost. They hate to have the misfortune of being served by a server who does not know their restaurant's policies or its menu. It's imperative that you have intimate familiarity with all policies and procedures relevant to the functions of your restaurant. This includes substitution policies; times when certain foods are (and are not) available; food preparation methods; food preparation times; and prices. What are today's specials? How much is it? What are the soups? What entrees would you recommend for someone on a dairy-restricted diet? Thorough knowledge of the menu is a must. Exceptional tips will always escape those servers who fail in this area. What's the solution to the problem? It couldn't be easier. Just do your homework. Study the menu, and ask questions of the chefs and management. Some seemingly harmless ingredients can be quite harmful to certain diners. Be prepared to competently answer their questions. You should know all there is to know about the foods you serve and the restaurant where you work. Anything less than "knowing them as well as the back of your hand" will rob you of rich rewards.

     A frequent customer complaint is that the server can't seem to remember his own name. It is important to "tie a string around your finger" during your daily work. One of the ways to endear yourself to your customers is to appear to have a great memory. The operative words here are: "appear to have". The lack of a terrific memory should not hold you back. It can be very difficult to remember every item for every person at every table. But, let's face it, that is your job. It is not "service" if your customers have to do the remembering for you. Appearing at the table and interrupting the customers to inquire 'who got what' is poor service indeed. How do you remember without having to consult your customers? Simple. Get a system; learn the system, and repeat the system. The key to the success of any memory system is repetition. Do it the same way -- over, and over, and over, and over, and over, and over.

     For example, an easy memory system for a table of up to six, is the "royal flush". If you're not a poker player, the "royal flush" is the absolute best hand in the world to get. (The mere sight of it sends me into a quiver!) It consists of the top five cards of the deck, all in the same suit, such as the "Ten" through the "Ace" of 'hearts'. In Las Vegas, the "royal flush" can make you a bundle. In the food service game, the "royal flush" can help you make a bundle of fat tips.

     Here's how it works. Prepare for your shift by pre-designating seating arrangements for your station. For each table or booth in your station, select one seat to be the "Ace" chair. During your entire shift, that seat, and whoever occupies it, will be the "Ace". Now, starting at that seat's left, move around the table naming the seats as the "King", "Queen", "Jack", "Ten", and the sixth seat will be, the "Wildcard". Once you repeat this behavior several times, it will become habit. Habits are performed subconsciously, and, in an instant -- just as they should be. This habit can make you richer. The people in your station will change, but the seats will be constant. Trying to remember new faces is a great deal more difficult than remembering chairs.

     As you write the food order, by each person's requests, you will place the first letter of their seat designation. For example, your "King" wants a side of tomatoes with his dinner. On your order sheet, jot down a "K" (for "King") next to his entree order, and a "K" next to the side of tomatoes. Your "Wildcard" wants extra pickles; put a "W" by those pickles. Your Queen and your Jack choose the same dinner, but the Queen wants no gravy, put a "Q" by that 'no gravy' notation. Is this easy or what? It may be exceedingly simple, but it works like a charm. Now, when you bring the food to the table, you will have consulted your order ticket, and you will place the appropriate "gravy-free" plate in front of the Queen and not the Jack. This behavior is a pleasure for all and eliminates problems before they have a chance to even become problems. Never again will you have to ask, "Who gets the _ _ _ _ _ _?" (The most tip-killing question in the business!)

     If you put your designations small enough to trigger your memory, but not to confuse the cooks or cashiers, they will work wonders. I suggest putting them inside a small circle. You will simply train the cooks, and others, to ignore them. They're not for anyone but you. Co-workers will learn, out of habit, to simply ignore the little circles of designations.

    Every food service establishment is different. You must develop the program that will work in your particular circumstance. For example, if there is limited room on your order forms, or if management thinks the cooks will get too confused (heaven forbid), or whatever the minor problem may be, then find your own method of designation. There is room somewhere, even if it is on the back of the ticket, or a separate companion pad all your own. The use of a simple memory system takes away the need for a photographic memory. It just makes your customers think you have one and that you are exceptional!

     The "royal flush" is one example. The program works with any set system. Use what is comfortable for you -- whether it's designation by use of the "royal flush", "Snow White and the Seven Dwarfs", or any other picture plan -- just use something. I don't recommend the use of numbers, because they do tend to confuse the cooks. Further, they may get entwined with other numbers (like menu entree numbers), and they simply aren't vivid enough to accomplish what the system is meant for. As they say, "a picture is worth a thousand words". In this instance, a picture can be worth dollars and cents in the form of better tips. Our brains respond to the designation of "King" quicker than the designation of a number. "King" immediately conjures up a picture; and our brains process pictures easily. Use a picture plan! Go with what works!

On a scale of 1 to 10, with 1 being the most important and 10 being the least important, and by using any number as often as you like so that each attribute will have its own score (for example, you may end up with all 1's, all 10's, or, a variety of scores), please rate each separate attribute listed below according to the importance you place on a server exhibiting that quality:

____ Personal Cleanliness

(Hair, body, shoes, and uniform clean, no strong odors)

____ A Friendly Disposition

(Smiles, introduces themselves, seems to care)

____ A Good Memory

(Remembers to bring all necessary items required and who gets what)

____ Efficiency/Quick Response

(Doesn't dally, is quick to refill drinks, etc.)

____ Attentiveness

(Doesn't disappear during service, is around when you need them)

____ Awareness

(Predicts needs and resolves problems)

____ Knowledge of Menu and Restaurant

(Knows what's available and what isn't, what can or can't be done)

____ Ability To Do The Job

(Has the know-how and experience to be a server)

____ Helpfulness

(Makes suggestions, finds a way to accommodate you, etc.)

____ Other - please specify:_________________________________

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Below are some very undesirable food server descriptions. Using the numbers 1 to 15 with 1 being the worst offensive, and 15 being the least offensive, and using any number as often as you like so that each behavior has its own score (for example, you may end up with all 15's, all 1's, or, a variety of scores), please rate each separate act according to what you hate to see most in food server behavior:

____ A server who is rude and argumentative

____ A server who talks excessively

____ A server who is wearing strong perfume, or smells of smoke or other

disagreeable odors

____ A server who ignores you or disappears

____ A server who "gets the order wrong"

____ A server who moves like a snail

____ A server who is 'snobby' and acts as if waiting on you is an imposition

____ A server who is confused and clumsy

____ A server who serves dishes with food falling off or stuck to the

outside

____ A server who looks dirty

____ A server who is too rushed to do a good job

____ A server who is too shy and timid

____ A server who is lazy

____ A server who can't remember anything

____ A server who: (please specify)______________________________

********

Please describe a personal pet peeve you have about food servers:

_________________________________________________________________________

_________________________________________________________________________

_________________________________________________________________________

********

Please describe the worst food service experience you have ever had:

_________________________________________________________________________

_________________________________________________________________________

_________________________________________________________________________

********

Please describe something special a food server did for you that you will never forget:

_________________________________________________________________________

_________________________________________________________________________

_________________________________________________________________________

********

What percentage of the check is your customary tip? ______%

********

Do you tip more (a bigger percentage) at fine dining establishments than you do at diners or chain restaurants? Yes______ No______

********

Question 13:

If you receive exceptional service, do you tip more than your customary percentage? 

Yes______ No______

********

Name an example of what you consider to be exceptional service:

__________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

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Hope you enjoyed the "Sneak Peek"!

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Last modified: April 13, 2003