4 Laws of Server Customer Service

While reading How to Become a Rainmaker, the excellent book by Jeffrey J. Fox, I tried to relate what he was writing about to the job of a server.  What I came up with was the "4 Laws of Server Customer Service."  If followed, these laws will guarantee excellent customer service for each and every guest a server comes into contact with.

Law #1- You Never Get a Second Chance to Make a First Impression
I know, very cliché, but also very true.  Imagine getting sat at a table and the host says "Your server will be right with you."  Three, four, five minutes go by and no server.  What is your mood now?  Probably pretty upset and annoyed.  Are you going to have a good experience through the rest of the meal?  Probably not.

As a server, you need to greet that right away.  You need to greet them with a smile.  You need to greet them with enthusiasm.  You need to get the guest experience off on the right foot otherwise the rest of the meal will go down the drain.

Law #2- Never Let the Guest Go Thirsty
One thing I have heard over and over and over from guests is that they hate it when their cup goes empty.  It shows that the server is not paying attention to their needs or is just plain lazy.  Even if that Diet Coke needs to be refilled 14 times, make it happen.

Law #3-Communicate Honestly
Did you forget to put the food in?  Is the kitchen going down in flames?  Is the Soup of the Day pretty terrible and you wouldn't let your dog eat it?  Tell the guest honestly.  They will appreciate what you are saying, appreciate that you are looking out for them and be more apt to visit you again in the future.  Imagine being very busy and you, absentmindedly, forgot to put a table's order in.  It has been 10 minutes, they look hungry and you know it is going to be another 10 before the food comes out.  Just go up to the guest and tell them about your mistake and rectify it- quickly.  Bring them salad or chips or another round.  The guest may be upset, and rightfully so, but a lot can be smoothed over with honesty (and another round).

Law #4- People Only Remember You How You Leave
The easiest way to muck up a great dining experience is to take forever to present the check and collect payment.  The guest may have had a wonderful experience with the food, the drink the atmosphere and the service.  The guest may have had a wonderful time chatting with you and/or being served by you.  Then, everything falls apart because you were too busy chatting with co-workers, doing side work, rolling silverware, smoking or farting around in the back.  When the guest wants to leave, make it happen.  Get them the check in a very timely manner and, when they are ready to pay, take their money and send them on their way and send them on their way happy thinking about the great experience not the length of time it took to get the check.