🍸 TRL Weekly: Most Guests Won't Complain...

Happy Sunday, future server/bartender millionaire.

In today’s lesson Brandon is teaching us why you should still fix things even if the guest doesn’t complain about it…

Our Last Three Lessons:

• Don’t Make This Assumption - Read More.

• Server’s Last Impression - Read More.

• Set Yourself Up For Success - Read More.

You can read the rest of the past weekly lessons here.

Today at a Glance:

• Weekly Lesson: Most Guests DON’T Complain!

• Tactical Reminders: Your Video Lessons + Announcement

🍸 Weekly Lesson:
Most Guests DON’T Complain!

This might be controversial, but when a guest doesn’t complain, but you as a server can tell that they didn’t like it, you SHOULD fix it.

This usually starts with a more open ended question so you don’t make the guest feel uncomfortable. Something like “How is your cocktail?” or “How is the XYZ dish?”.

Sometimes they will still play it off like it was good even though you can tell it wasn't.

In this case, just ask again with a more sincere tone “Are you sure?” or “Really?”, followed by “If you don’t like it we would love to get you something else or fix it for you?”.

After that, you can start to use assumptive language to make them feel warm.

Say things like:

• ✅ “What did you want instead?”

• ❌ “Did you want something instead?”.

This makes them feel a little more comfortable getting something else instead. 

You can also surprise them with a comped drink if you are really good. Meaning, the guest was deciding between two items with you, they decided on one that they didn’t love so you subtly bring over the other one to surprise them!

All of this is a great way to build guests instead of customers.

This guest will love you and the establishment for a very long time. This guest will also tell people about their experience!

It is not always about that one or two upsells OR a higher check average.

Sometimes it is about making the guest feel a certain way in order to ensure they come back again and again AND tell 10 of their friends!

Please get approval from a manager before attempting this.

You should NOTICE that the guest doesn’t like something, then tell a manager, then ask for approval from that manager, then go approach the guest.

Getting permission before approaching the guest helps a lot.

🚀 Tactical Reminders:

1. Brandon - Guests don’t tell you they don’t like it -

   Video Lesson: Click here.

2. Amanda - Try this -

   Video Lesson: Click here.

3. Jess - Every guest is the most important guest -

   Video Lesson: Click here.

That’s all for week forty.

See you next week,

The Restaurant Launch Team