How to Make Good Tips Waiting Tables

In my younger days, I spent several years waiting tables. I was fortunate in that I worked for some very exacting managers, who demanded the highest quality of customer service. As such, I received some great training and learned to do my job efficiently and well, sending many happy customers out the door after their meals. This experience has stayed with me over the years, even though I don't wait tables anymore. On the one hand, it's given me sympathy. If I'm at a busy restaurant and my server is doing the best she can, I'm patient and tip well. However, if I receive poor service when it's obviously avoidable, I have no mercy!

It appears that servers in restaurants today are not receiving the training they did back in the dinosaur era (late 80's/early 90's) when I was waiting tables. What training they do get seems to be centered on up-selling the house wine or featured dessert rather than how to provide basic, good service! Here are some tips for you:

Focus on the Basics

Most diners have pretty simple expectations when they go out to eat: they want to get what they ordered, they want to get it in a reasonable period of time, and they want it to be hot and fresh. They want a competant, polite server and a clean restaurant. Cover these, and you're going to have happy customers! Listen attentively when you take their order and ask clarifying questions to make sure that you get it right. When you pick up their order, take a moment to double check it before delivering it, just in case the kitchen made a mistake. If you deliver the wrong thing, it's a reflection on you! If the kitchen does make an error or is moving slow, or if your co-workers aren't pulling their weight, avoid pointing fingers. Customers don't want to know who is screwing up, they just want to know when they'll get their food. Apologize for the problem and do what you can to fix it.

After delivering your orders, check back with each table to make sure they don't have a problem or need anything else. There's nothing worse than realizing you need ketchup right after your server walks away and you don't see them again until they bring the check! If the customer says something is wrong, don't argue or tell them that they didn't order correctly. Apologize and fix it, no matter whose fault it is.

Work efficiently. Combine trips as much as possible: if you need to get a refill for one table, see if you can get them for other tables at the same time. Every time you visit one of your tables, try to take any empty dishes with you when you leave. Customers don't want to stare at their empty, dirty dishes any longer than they have to, and the table will turn over more quickly after they leave because it won't take so long to clean. If you treat your bus staff well and help them out, they'll be more likely to help you and everyone wins.

Read Your Customer

Learn to read your customers' mood and demeanor. Most customers are probably more interested in getting fast and efficient service than in engaging in lively conversation with you. After all, they're probably there with someone and want to talk to them. If you have a customer who's by themselves and seem lonely, they might appreciate a few friendly words, but don't neglect your other customers!

Chances are, most of your customers are adults-talk to them on their level. If they say thank you, the correct response is "you're welcome" or maybe "my pleasure." Avoid over-using "no problem" or "no worries." Another phrase to avoid is "you guys." I don't know how this phrase made its way into American mainstream dialogue, but its pervasiveness is distressful. The plural of "you" is, get this, "you." You can get away with more casual language with younger customers, but don't over-do it with them, either.

If there are kids at the table, see if there's anything you can do to keep them happy and quiet. They're usually hungry, so ask a parent if you can bring them some crackers or toast to keep them busy. Be sure not to up-sell to them or comply with their requests unless their parents agree.

Once you've got the basic good service down, then you can look for ways to "wow" your customers. If they are splitting a dish, bring a dish or offer to split it for them. If they're taking their food to go, take a moment to box it for them even if your restaurant doesn't require it. Once again though, you have to weigh these things with providing timely service to all of your customers.

It's just that simple! These are just a few tips that every server should follow in order to provide great service. When the basics are good, customers will be satisfied and the good tips will follow! Your restaurant may require that you up-sell in order to improve sales, but this isn't necessarily a bad thing as long as you're providing great service at the same time. The combination of annoying up-selling and poor service is a killer every time.